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 language||English (US)|
|Title of host publication||Proceedings of the 13th IFAC Symposium on Information Control Problems in Manufacturing, INCOM'09|
|Number of pages||5|
|Edition||4 PART 1|
|State||Published - 2009|
|Name||IFAC Proceedings Volumes (IFAC-PapersOnline)|
|Number||4 PART 1|
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- Appointment scheduling
- Customers no-shows
- Healthcare facilities
- Non-punctual arrivals
- Queueing systems
- Service operations