Decision support for queue management systems - some reflections Ana Respício University of Lisbon OR Center
Agenda Queue systems Motivation Problems/ sub-problems Envisaged system 2 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Traditional queue NEXT! 3 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Queue management system 1 A205 B090 C020 2 4 3 5 E-caller Ticket Assistant A205 1 B090 4 C020 5 A235 Service A ticket queue ticket dispenser 4 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Queue management system A multiplicity of queues are created. Services are differentiated by letters allowing people to approach the right assistant. Modern systems for very crowded organizations / services already send text to phone giving customers information about the queue state, or Web publish it. 5 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Image and efficiency Modernity and efficiency. Customer satisfaction customers can use waiting time doing other activities rather than just waiting. Sense of better quality of service. 6 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Events A205 calling End/ type of service C020 1 Database 5 arrival A235 Service A 7 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Data collected For each customer: Arrival time, Starting service time, Ending service time, Type of service/sub-services, Assistant serving. 8 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Statistics Number of customers. Number of customers for each service. Number of customers giving up before service. Waiting time, service time. Sales (services and sub-services). Serving times for assistant/service. 9 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Performance management Evaluating publicity campaigns. Quality of service evaluation. Evaluating/comparing stores performance. Human resources efficacy evaluation. 10 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Decision support 1. Data mining Analysing correlations. Extracting tendencies. 2. Forecasting Making aggregate predictions for service requests over medium term planning period, e.g, a month. Making predictions for service requests over a short planning period, e.g., a week. 11 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Decision support 3. Planning assistance counters. 4. Planning human-resources. 5. Real time decision support Monitoring and providing alerts and suggestions. 12 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Planning assistance counters/ human-resources Scheduling workers Defining how many assistants should be assigned to each service for each daily working period (shifts) morning, evening, night during a given period of time, e.g., a week, ensuring a good quality of service. 13 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Planning human-resources Rostering Defining which assistants should be assigned to each service at each shift, during a given period, e.g., a week, complying with legal and institutional rules, namely Labour Law, labour agreements and the company s regulations. providing a equitable distribution of work, at lowest cost. 14 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Planning human-resources Re-scheduling/re-rostering Re-assigning assistants to services due to absences. Re-assigning assistants to services due to unexpected increasement or decreasement of arrivals. 15 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Analysis/Planning/Scheduling Queue System Database Data Analysis Forecasting Decision Analysis Simulation Planning/ Scheduling 16 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Real time decision support Defining metrics (KPI) to be monitorized and used to generate alerts Maximum/average people in queue Maximum/average waiting time for each service/assistant Maximum/average people giving up 17 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Real time decision support Queue System Database Monitoring System Decision Analysis Simulation Heuristic Search 18 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09
Discussion... Thank you 19 IFIP TC8/WG8.3 Case Studies meeting LSE 02.04.09