Multi-class queueing systems widely used in operations research and management typically experience ambiguity in real-world settings in the form of unknown parameters. For such systems, we incorporate robustness in the control policies by applying a data-driven percentile optimization technique...

Hospital Emergency Departments (ED's) typically use triage systems that classify and prioritize patients almost exclusively in terms of their need for timely care. Using a combination of analytic and simulation models, we demonstrate that adding an up-front estimate of patient complexity to...