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政大機構典藏 > 商學院 > 資訊管理學系 > 會議論文 > Item 140.119/97705

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/97705

Title:	Simulating Time-Varying Demand Services with Queuing Models
Authors:	郁方 Chu, Hsuan-Kai;Cheny, Wan-Ping;Yu, Fang
Contributors:	資管系
Keywords:	Arrival rate estimation;Service simulation;Time-varying demands;Resource provision
Date:	2016-05
Issue Date:	2016-06-06 15:58:29 (UTC+8)
Abstract:	Resource provision for services that have timevarying demands has raised a great concern to service providers aiming at high-standard service quality. We propose a new resource provision approach using service simulation and arrival rate estimation that integrates unsupervised clustering and statistics techniques. We first cluster days that have similar arrival patterns together, where from each cluster we can reveal and separate days having different reasons for time-varying demands of the service. We then adopt the two layer business factor model to estimate multi-interval Poisson arrival distributions on daily bases for simulating stochastic processes. Applying simulation on queuing models with multi-interval Poisson arrival processes, we can observe stochastic changes of customer waiting time, queuing lengths and number of workers under different service strategies. We conduct a case study on an electricity service call center in real industries, showing how to build adequate resource provision and estimation against history data in past years and how the performance improved compared to their previous heuristics in real life operations.
Relation:	the 13th IEEE International Conference on Services Computing, IEEE Service Society
Data Type:	conference
Appears in Collections:	[資訊管理學系] 會議論文

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