Die Geschäftsstellen müssen für die Zeitspanne der Euro-Bargeld-Einführung(17.12.2001 bis 28.02.2002) mit einem deutlich höheren Kunden- und Transaktionsaufkommenim Kassengeschäft rechnen. Damit weder chaotische Zuständemit langen Warteschlangen noch hohe Zusatzkosten die Folgen sind,...

A set of agents with possibly different waiting costs have to receive the same service one after theother. Efficiency requires to maximize total welfare. Equity requires to at least treat equal agentsequally. One must form a queue, set up monetary transfers to compensate agents having to...

In this paper, we present a bounding methodology that allows to compute a tight lower boundon the cycle time of fork--join queueing networks with blocking and with general service timedistributions. The methodology relies on two ideas. First, probability masses fitting (PMF)discretizes the...

In recent years, the performance-based approach to contracting for medical services has been gaining popu-larity across different healthcare delivery systems, both in the US (under the name of "Pay-for-Performance",or P4P), and abroad ("Payment-by-Results", or PbR, in the UK). One common element...

Results from classic queueing theory are shown to be useful for capacity planning of largescale multi-server systems. In the field of mainframe systems on-line monitoring and dynamic workload management care for the fulfilment of short-term performance goals with respect to service class...

This paper examines a stochastic model to determine optimal pricing, waiting time, output, and sizing decisions for service firms which compete on time in an uncertain environment. Sizing decisions concern optimal service capacity and maximum physical waiting room (with a given probability)....

This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...