Approximations for the waiting-time distribution in an (Formula presented.) priority queue

A. Al Hanbali; E. M. Alvarez; M. C. van der Heijden

doi:10.1007/s00291-015-0388-9

Approximations for the waiting-time distribution in an (Formula presented.) priority queue

A. Al Hanbali^*, E. M. Alvarez, M. C. van der Heijden

^*Corresponding author for this work

Research output: Contribution to journal › Article › peer-review

7 Scopus citations

Abstract

We investigate the use of priority mechanisms when assigning service engineers to customers as a tool for service differentiation. To this end, we analyze a non-preemptive (Formula presented.) priority queue with various customer classes. For this queue, we present various accurate and fast methods to estimate the first two moments of the waiting time per class given that all servers are occupied. These waiting time moments allow us to approximate the overall waiting time distribution per class. We subsequently apply these methods to real-life data in a case study.

Original language	English
Pages (from-to)	529-552
Number of pages	24
Journal	OR Spectrum
Volume	37
Issue number	2
DOIs	https://doi.org/10.1007/s00291-015-0388-9
State	Published - Mar 2015
Externally published	Yes

Bibliographical note

Publisher Copyright:
© 2015, The Author(s).

Keywords

(Formula presented.) queue
Priority queues
Service differentiation
Service-level agreements
Waiting time moments

ASJC Scopus subject areas

Business, Management and Accounting (miscellaneous)
Management Science and Operations Research

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10.1007/s00291-015-0388-9

Cite this

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title = "Approximations for the waiting-time distribution in an (Formula presented.) priority queue",

abstract = "We investigate the use of priority mechanisms when assigning service engineers to customers as a tool for service differentiation. To this end, we analyze a non-preemptive (Formula presented.) priority queue with various customer classes. For this queue, we present various accurate and fast methods to estimate the first two moments of the waiting time per class given that all servers are occupied. These waiting time moments allow us to approximate the overall waiting time distribution per class. We subsequently apply these methods to real-life data in a case study.",

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author = "{Al Hanbali}, A. and Alvarez, {E. M.} and {van der Heijden}, {M. C.}",

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AU - Al Hanbali, A.

AU - Alvarez, E. M.

AU - van der Heijden, M. C.

PY - 2015/3

Y1 - 2015/3

N2 - We investigate the use of priority mechanisms when assigning service engineers to customers as a tool for service differentiation. To this end, we analyze a non-preemptive (Formula presented.) priority queue with various customer classes. For this queue, we present various accurate and fast methods to estimate the first two moments of the waiting time per class given that all servers are occupied. These waiting time moments allow us to approximate the overall waiting time distribution per class. We subsequently apply these methods to real-life data in a case study.

AB - We investigate the use of priority mechanisms when assigning service engineers to customers as a tool for service differentiation. To this end, we analyze a non-preemptive (Formula presented.) priority queue with various customer classes. For this queue, we present various accurate and fast methods to estimate the first two moments of the waiting time per class given that all servers are occupied. These waiting time moments allow us to approximate the overall waiting time distribution per class. We subsequently apply these methods to real-life data in a case study.

KW - (Formula presented.) queue

KW - Priority queues

KW - Service differentiation

KW - Service-level agreements

KW - Waiting time moments

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IS - 2

ER -

Approximations for the waiting-time distribution in an (Formula presented.) priority queue

Abstract

Bibliographical note

Keywords

ASJC Scopus subject areas

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Cite this