时' '&' ' ' '&' ' ' '&' ' 间：2010年4月21日（周三）' '&' ' 14：00-15：30

地' '&' ' ' '&' ' ' '&' ' 点：拉斯维加斯9888治理学院一号楼116教室

题' '&' ' ' '&' ' ' '&' ' 目：Optimal Management of Cross-trained Workers in a Service Facility with Back Room Operations

汇报人：Jiamin Wang Ph.D.' '&' ' ' '&' '

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Abstract:' '&' ' ' '&' ' ' '&' ' We consider a service facility with both front room and back room operations. Front room workers typically serve customers from a queue while other workers perform tasks that are less time sensitive in the back room. Cross-trained workers can be switched from one room to the other depending on the number of customers waiting for service and the number of workers currently active in the front room. A loss of productivity occurs when a worker returns to the back room. The customer waiting queue in the front room is modeled as a Markov decision process with a variable number of servers. Two problems are studied. The objective of the first problem is to determine the switching thresholds and the number of workers to move at each threshold that minimize the expected customer queue length subject to a back room service level constraint. In the second problem, we minimize the number of workers needed subject to service level constraints in both the front and back rooms. Applying linear programming models, we develop exact solution procedures for solving the above two problems. A mixed integer programming model is suggested for situations where an optimal deterministic policy is desirable.

Keywords:' '&' ' ' '&' ' Markov decision process; queuing theory; service operations; optimal control

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