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Author: Rhonda Righter

Affiliation: University of California, United States

ISBN: 978-989-758-017-8

Keyword(s): Customer Flexibility, Routing, Scheduling, Service Systems, Call Centers.

Related Ontology Subjects/Areas/Topics: Applications ; Methodologies and Technologies ; Operational Research ; Pattern Recognition ; Queuing Theory ; Routing ; Scheduling ; Software Engineering ; Stochastic Processes

Abstract: In many service systems with multiple types of customers, providing server flexibility, e.g., by cross-training servers, is very expensive. On the other hand, there is often inherent flexibility in some of the customers that is not used by the system. I argue that taking advantage of such flexibility can create a win-win-win situation, in which overall performance can be greatly improved, and in which both flexible and non-flexible customers benefit. Moreover, only a small subset of customers needs to be flexible to obtain nearly the benefit of full flexibility.

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Paper citation in several formats:
Righter, R. (2014). Taking Advantage of Partial Customer Flexibility - An Inexpensive Means of Improving Performance.In Proceedings of the 3rd International Conference on Operations Research and Enterprise Systems - Volume 1: ICORES, ISBN 978-989-758-017-8, pages 301-304. DOI: 10.5220/0004923403010304

@conference{icores14,
author={Rhonda Righter.},
title={Taking Advantage of Partial Customer Flexibility - An Inexpensive Means of Improving Performance},
booktitle={Proceedings of the 3rd International Conference on Operations Research and Enterprise Systems - Volume 1: ICORES,},
year={2014},
pages={301-304},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0004923403010304},
isbn={978-989-758-017-8},
}

TY - CONF

JO - Proceedings of the 3rd International Conference on Operations Research and Enterprise Systems - Volume 1: ICORES,
TI - Taking Advantage of Partial Customer Flexibility - An Inexpensive Means of Improving Performance
SN - 978-989-758-017-8
AU - Righter, R.
PY - 2014
SP - 301
EP - 304
DO - 10.5220/0004923403010304

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