IIE Transactions articles from June 2009

IIE Transactions archives from June 2009

Staffing multi-skill call centers via search methods and a performance approximation.(Report)
June 1, 2009... 1. Introduction Call centers usually handle several types of calls distinguished, for example, by the desired language of communication or the level of skill necessary to deliver technical support. It is usually not possible or...

Computing protection level policies for dynamic capacity allocation problems by using stochastic approximation methods.(Report)
June 1, 2009... 1. Introduction The problem of allocating limited capacity among competing jobs in a dynamic fashion occurs in many settings. Clinics allocate appointment slots to patients with different needs, production plants allocate production...

Production control with backlog-dependent demand.(Report)
June 1, 2009... 1. INTRODUCTION 1.1. Overview This paper describes a model for determining a production policy for a factory that has impatient customers. Customers either obtain their products immediately when they make an order (if there is finished...

Benefits of cross-training in a skill-based routing contact center with priority queues and impatient customers.(Report)
June 1, 2009... 1. Introduction Call centers, experiencing a tremendous growth, have become the preferred channel for many organizations to communicate with their customers and provide sales and after-sales services such as tele-marketing, customer...

A survey of issues in biomanufacturing research.(Report)
June 1, 2009... 1. Introduction Biological and healthcare applications will undoubtedly be one of the primary technology development areas of the 21st century. Today, scientists and doctors utilize new advances in biotechnology and biomedical engineering...

Pooling strategies for call center agent cross-training.(Report)
June 1, 2009... 1. Introduction The proliferation of call and service centers within the rapidly expanding service economy has elevated interest in their efficient design and management. A practice that is well suited to improving call centers is agent...

A decomposition approximation for three-machine closed-loop production systems with unreliable machines, finite buffers and a fixed population.(Report)
June 1, 2009... 1. Introduction 1.1. Closed-loop systems A loop is a material flow system that consists of work centers or machines separated by storage areas (buffers) in which material travels from machine to buffer to machine in a fixed sequence...

A sequential stochastic passenger screening problem for aviation security.(Report)
June 1, 2009... 1. Introduction The events of September 11, 2001 led to sweeping nation-wide changes in aviation security policy and operations. The piecemeal and reactive nature of many of these changes has resulted in large increases in costs and...