政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/97705

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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

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题名:	Simulating Time-Varying Demand Services with Queuing Models
作者:	郁方 Chu, Hsuan-Kai;Cheny, Wan-Ping;Yu, Fang
贡献者:	資管系
关键词:	Arrival rate estimation;Service simulation;Time-varying demands;Resource provision
日期:	2016-05
上传时间:	2016-06-06 15:58:29 (UTC+8)
摘要:	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.
關聯:	the 13th IEEE International Conference on Services Computing, IEEE Service Society
数据类型:	conference
显示于类别:	[資訊管理學系] 會議論文

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档案	描述	大小	格式	浏览次数
410272.pdf		720Kb	Adobe PDF2	416	检视/开启

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