Please use this identifier to cite or link to this item: https://scholarbank.nus.edu.sg/handle/10635/120515
Title: PERFORMANCE ANALYSIS AND OPTIMAL STAFFING OF TICKET QUEUES
Authors: XIAO LI
Keywords: ticket queue, service system, customer abandonment, optimal staffing, Markov chain, fluid approximation
Issue Date: 16-Jun-2015
Citation: XIAO LI (2015-06-16). PERFORMANCE ANALYSIS AND OPTIMAL STAFFING OF TICKET QUEUES. ScholarBank@NUS Repository.
Abstract: TICKET QUEUES ARE POPULAR IN MANY SERVICE SYSTEMS. UPON ARRIVAL, EACH CUSTOMER IS ISSUED A NUMBERED TICKET. THERE IS NO PHYSICAL QUEUE; CUSTOMERS MAY CHOOSE TO WALK AWAY AND RETURN LATER TO RECEIVE SERVICE. IN THIS THESIS, WE STUDY THE PROBLEM OF OPTIMAL STAFFING IN SUCH A SYSTEM, WHERE THE STAFFING DECISION CAN ONLY BE BASED ON TICKET NUMBERS. WE FIRST CONSIDER THE SYSTEM WITH TWO STAFFING LEVELS (LOW AND HIGH). USING THE RENEWAL REWARD THEOREM, WE DERIVE THE LONG-RUN AVERAGE COST, AND OBTAIN THE OPTIMAL STAFFING POLICY USING THE FRACTIONAL PROGRAMMING. WE THEN CONSIDER THE SYSTEM WITH MULTIPLE STAFFING LEVELS. WE USE THE FLUID APPROXIMATION APPROACH TO ANALYZE THE SYSTEM DYNAMICS. THE OPTIMAL STAFFING POLICY FOR THE FLUID MODEL CAN BE DETERMINED BY THE OPTIMAL SOLUTION OF EOQ MODEL. MOREOVER, THIS OPTIMAL STAFFING POLICY FOR THE FLUID TICKET QUEUEING MODEL IS PROVED TO BE ASYMPTOTICALLY OPTIMAL.
URI: http://scholarbank.nus.edu.sg/handle/10635/120515
Appears in Collections:Ph.D Theses (Open)

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