Many service systems use case managers, servers who are assigned multiple customers and have frequent, repeated interactions with each customer until the customer’s service is completed. Examples may be found in health care (emergency department physicians), contact centers (agents handling...

We compare the performance of seven methods in computing or approximating service levels for nonstationary M(t)/M/s(t) queueing systems: an exact method (a Runge-Kutta ordinary-differential-equation solver), the randomization method, a closure (or surrogate-distribution) approximation, a direct...

We describe a method to find low cost employee shift schedules that guarantee that the fraction of customers who wait less than a specified time (the service level) is always at or above a specified minimum. Most previous approaches used a two-step procedure: (1) determine period-by-period...

Achieving the ambitious Global Methane Pledge announced in the Glasgow Climate Pact requires collaborative efforts from both the signatory countries and China which serves as the world’s largest emitter. Considering the heterogeneity of economic structures within China and the relocation of...

Motivated by the dispatching of trucks to shovels in surface mines, we study optimal routing in a Markovian finite-source, multi-server queueing system with heterogeneous servers, each with a separate queue. We formulate the problem of routing customers to servers to maximize the system...