Appointment scheduling with non-punctual arrivals

O. Jouini, S. Benjaafar

Research output: Chapter in Book/Report/Conference proceedingConference contribution

10 Scopus citations


In this paper, we consider the scheduling of appointments at a service facility, such as a health clinic. There are M customers requesting service with service times being independent and identically distributed random variables. Customers are served one at a time in the order of their arrivals. The arrivals of customers to the service facility are driven by their appointment times. However, customers are non-puctual and may show up earlier or later than their appointment times. Customers may also not show up altogether. The lateness of customers is assumed to follows a general distribution with finite support. For a given vector of appointment times, we develop a methodology for evaluating various performance measures. We also describe procedures for optimizing the scheduling of appointments.

Original languageEnglish (US)
Title of host publicationProceedings of the 13th IFAC Symposium on Information Control Problems in Manufacturing, INCOM'09
PublisherIFAC Secretariat
Number of pages5
Edition4 PART 1
ISBN (Print)9783902661432
StatePublished - 2009

Publication series

NameIFAC Proceedings Volumes (IFAC-PapersOnline)
Number4 PART 1
ISSN (Print)1474-6670

Bibliographical note

Copyright 2021 Elsevier B.V., All rights reserved.


  • Appointment scheduling
  • Customers no-shows
  • Healthcare facilities
  • Non-punctual arrivals
  • Queueing systems
  • Service operations


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