Evaluation of appointment scheduling rules: A multi-performance measurement approach

Creemers, Stefan; Lambrecht, Marc; Beliën, Jeroen; Van Den Broeke, Maud

Type de document :

Compte-rendu et recension critique d'ouvrage

DOI :

10.1016/j.omega.2020.102231

Titre :

Evaluation of appointment scheduling rules: A multi-performance measurement approach

Auteur(s) :

Creemers, Stefan [Auteur]

Lille économie management - UMR 9221 [LEM]
Lambrecht, Marc [Auteur]
Beliën, Jeroen [Auteur]
Van Den Broeke, Maud [Auteur]

Titre de la revue :

Omega

Pagination :

102231

Éditeur :

Elsevier

Date de publication :

2021-04

ISSN :

0305-0483

Mot(s)-clé(s) en anglais :

OR in health services
Appointment scheduling rules
Markov chain
Data envelopment analysis

Discipline(s) HAL :

Sciences de l'Homme et Société/Gestion et management

Résumé en anglais : [en]

Appointment scheduling rules are used to determine when a customer is to receive service during a service session. In general, appointment scheduling rules do not consider the sequencing of individual customers, but provide ...
Lire la suite >Appointment scheduling rules are used to determine when a customer is to receive service during a service session. In general, appointment scheduling rules do not consider the sequencing of individual customers, but provide simple guidelines on how to assign appointment times to a set of (arriving) customers. Many appointment scheduling rules exist and are being used in practice (e.g., in healthcare and legal services). Which appointment scheduling rule is best, however, is still an open question. In order to answer this question, we develop an analytical model that allows to assess the performance (in terms of customer waiting time, server idle time, and server overtime) of appointment scheduling rules in a wide variety of settings. More specifically, the model takes into account: (1) customer unpunctuality, (2) no-shows, (3) service interruptions, and (4) delay in session start time. In addition, we allow the use of general distributions to capture system processes. We adopt an efficient algorithm (with respect to computational and memory requirements) to assess the performance of 314 scheduling rules and use data envelopment analysis to identify the rules that have good, robust performance in a wide variety of settings.Lire moins >

Langue :

Anglais

Vulgarisation :

Non

Collections :