Dynamic policy for idling time preservation

This study aims to determine and evaluate dynamic idling policies where an agent can idle while some customers remain waiting. This type of policies can be employed in situations where the flow of urgent customers does not allow the agent to spend sufficient time on back-office tasks. We model the system as a single-agent exponential queue with abandonment. The objective is to minimize the system's congestion while ensuring a certain proportion of idling time for the agent. Using a Markov decision process approach, we prove that the optimal policy is a threshold policy according to which the agent should idle above (below) a certain threshold on the queue length if the congestion-related performance measure is concave (convex) with respect to the number of customers present. We subsequently obtain the stationary probabilities, performance measures, and idling time duration, expressed using complex integrals. We show how these integrals can be numerically computed and provide simpler expressions for fast-agent and heavy-traffic asymptotic cases. In practice, the most common way to regulate congestion is to control access to the service by rejecting some customers upon arrival. Our analysis reveals that idling policies allow high levels of idling probability that such rejection policies cannot reach. Furthermore, the greatest benefit of implementing an optimal idling policy occurs when the objective occupation rate is close to 50% in highly congested situations.     

Vehicle routing problems with regular objective functions on a path

We investigate the problem of scheduling a fleet of vehicles to visit the customers located on a path to minimize some regular function of the visiting times of the customers. For the single‐vehicle problem, we prove that it is pseudopolynomially solvable for any minsum objective and polynomially solvable for any minmax objective. Also, we establish the NP‐hardness of minimizing the weighted number of tardy customers and the total weighted tardiness, and present polynomial algorithms for their special cases with a common due date. For the multivehicle problem involving n customers, we show that an optimal solution can be found by solving or O(n) single‐vehicle problems. © 2013 Wiley Periodicals, Inc. Naval Research Logistics 61: 34–43, 2014     

An optimal critical level policy for inventory systems with two demand classes

Traditional inventory systems treat all demands of a given item equally. This approach is optimal if the penalty costs of all customers are the same, but it is not optimal if the penalty costs are different for different customer classes. Then, demands of customers with high penalty costs must be filled before demands of customers with low penalty costs. A commonly used inventory policy for dealing with demands with different penalty costs is the critical level inventory policy. Under this policy demands with low penalty costs are filled as long as inventory is above a certain critical level. If the inventory reaches the critical level, only demands with high penalty costs are filled and demands with low penalty costs are backordered. In this article, we consider a critical level policy for a periodic review inventory system with two demand classes. Because traditional approaches cannot be used to find the optimal parameters of the policy, we use a multidimensional Markov chain to model the inventory system. We use a sample path approach to prove several properties of this inventory system. Although the cost function is not convex, we can build on these properties to develop an optimization approach that finds the optimal solution. We also present some numerical results. © 2008 Wiley Periodicals, Inc. Naval Research Logistics, 2008     

A cover based competitive facility location model with continuous demand

In this paper we propose and solve a competitive facility location model when demand is continuously distributed in an area and each facility attracts customers within a given distance. This distance is a measure of the facility's attractiveness level which may be different for different facilities. The market share captured by each facility is calculated by two numerical integration methods. These approaches can be used for evaluating functional values in other operations research models as well. The single facility location problem is optimally solved by the big triangle small triangle global optimization algorithm and the multiple facility problem is heuristically solved by the Nelder‐Mead algorithm. Extensive computational experiments demonstrate the effectiveness of the solution approaches.     

Competitive location and capacity decisions for firms serving time‐sensitive customers

In this article we explore how two competing firms locate and set capacities to serve time‐sensitive customers. Because customers are time‐sensitive, they may decline to place an order from either competitor if their expected waiting time is large. We develop a two‐stage game where firms set capacities and then locations, and show that three types of subgame perfect equilibria are possible: local monopoly (in which each customer is served by a single firm, but some customers may be left unserved), constrained local monopoly (in which firms serve the entire interval of customers but do not compete with each other), and constrained competition (in which firms also serve the entire interval of customers, but now compete for some customers). We perform a comparative statics analysis to illustrate differences in the equilibrium behavior of a duopolist and a coordinated monopolist. © 2008 Wiley Periodicals, Inc. Naval Research Logistics, 2008     

Dynamic capacity reservation and due date quoting in a make‐to‐order system

We consider a make‐to‐order manufacturer facing random demand from two classes of customers. We develop an integrated model for reserving capacity in anticipation of future order arrivals from high priority customers and setting due dates for incoming orders. Our research exhibits two distinct features: (1) we explicitly model the manufacturer's uncertainty about the customers' due date preferences for future orders; and (2) we utilize a service level measure for reserving capacity rather than estimating short and long term implications of due date quoting with a penalty cost function. We identify an interesting effect (“t‐pooling”) that arises when the (partial) knowledge of customer due date preferences is utilized in making capacity reservation and order allocation decisions. We characterize the relationship between the customer due date preferences and the required reservation quantities and show that not considering the t‐pooling effect (as done in traditional capacity and inventory rationing literature) leads to excessive capacity reservations. Numerical analyses are conducted to investigate the behavior and performance of our capacity reservation and due date quoting approach in a dynamic setting with multiple planning horizons and roll‐overs. One interesting and seemingly counterintuitive finding of our analyses is that under certain conditions reserving capacity for high priority customers not only improves high priority fulfillment, but also increases the overall system fill rate. © 2008 Wiley Periodicals, Inc. Naval Research Logistics, 2008     

Analysis of the finite‐source multiclass priority queue with an unreliable server and setup time

In this article, we study a queueing system serving multiple classes of customers. Each class has a finite‐calling population. The customers are served according to the preemptive‐resume priority policy. We assume general distributions for the service times. For each priority class, we derive the steady‐state system size distributions at departure/arrival and arbitrary time epochs. We introduce the residual augmented process completion times conditioned on the number of customers in the system to obtain the system time distribution. We then extend the model by assuming that the server is subject to operation‐independent failures upon which a repair process with random duration starts immediately. We also demonstrate how setup times, which may be required before resuming interrupted service or picking up a new customer, can be incorporated in the model. © 2013 Wiley Periodicals, Inc. Naval Research Logistics, 2013     

New heuristic methods for the capacitated multi‐facility Weber problem

In this paper we consider the capacitated multi‐facility Weber problem with the Euclidean, squared Euclidean, and ?_p‐distances. This problem is concerned with locating m capacitated facilities in the Euclidean plane to satisfy the demand of n customers with the minimum total transportation cost. The demand and location of each customer are known a priori and the transportation cost between customers and facilities is proportional to the distance between them. We first present a mixed integer linear programming approximation of the problem. We then propose new heuristic solution methods based on this approximation. Computational results on benchmark instances indicate that the new methods are both accurate and efficient. © 2006 Wiley Periodicals, Inc. Naval Research Logistics 2006     

Revenue maximization in two-station tandem queueing systems

We study optimal pricing for tandem queueing systems with finite buffers. The service provider dynamically quotes prices to incoming price sensitive customers to maximize the long-run average revenue. We present a Markov decision process model for the optimization problem. For systems with two stations, general-sized buffers, and two or more prices, we describe the structure of the optimal dynamic pricing policy and develop tailored policy iteration algorithms to find an optimal pricing policy. For systems with two stations but no intermediate buffer, we characterize conditions under which quoting either a high or a low price to all customers is optimal and provide an easy-to-implement algorithm to solve the problem. Numerical experiments are conducted to compare the developed algorithms with the regular policy iteration algorithm. The work also discusses possible extensions of the obtained results to both three-station systems and two-station systems with price and congestion sensitive customers using numerical analysis.     

Optimal pricing and scheduling control of product shipping

In this article, we seek to understand how a capacity‐constrained seller optimally prices and schedules product shipping to customers who are heterogeneous on willingness to pay (WTP) and willingness to wait (WTW). The capacity‐constrained seller does not observe each customer's WTP and WTW and knows only the aggregate distributions of WTP and WTW. The seller's problem is modeled as an M/M/N_s queueing model with multiclass customers and multidimensional information screening. We contribute to the literature by providing an optimal and efficient algorithm. Furthermore, we numerically find that customers with a larger waiting cost enjoys a higher scheduling priority, but customers with higher valuation do not necessarily get a higher scheduling priority. © 2015 Wiley Periodicals, Inc. Naval Research Logistics 62: 215–227, 2015     

Simultaneous price,location, and capacity decisions on a line of time‐sensitive customers

Consider a monopolist who sells a single product to time‐sensitive customers located on a line segment. Customers send their orders to the nearest distribution facility, where the firm processes (customizes) these orders on a first‐come, first‐served basis before delivering them. We examine how the monopolist would locate its facilities, set their capacities, and price the product offered to maximize profits. We explicitly model customers' waiting costs due to both shipping lead times and queueing congestion delays and allow each customer to self‐select whether she orders or not, based on her reservation price. We first analyze the single‐facility problem and derive a number of interesting insights regarding the optimal solution. We show, for instance, that the optimal capacity relates to the square root of the customer volume and that the optimal price relates additively to the capacity and transportation delay costs. We also compare our solutions to a similar problem without congestion effects. We then utilize our single‐facility results to treat the multi‐facility problem. We characterize the optimal policy for serving a fixed interval of customers from multiple facilities when customers are uniformly distributed on a line. We also show how as the length of the customer interval increases, the optimal policy relates to the single‐facility problem of maximizing expected profit per unit distance. © 2006 Wiley Periodicals, Inc. Naval Research Logistics, 2007     

A new reformulation approach for the generalized partial covering problem

In this paper, we consider a situation in which a group of facilities must be constructed in order to serve a given set of customers, where the facilities might not be able to guarantee an absolute coverage to the different customers. We examine the problem of maximizing the total service reliability of the system subject to a budgetary constraint. We propose a new reformulation of this problem that facilitates the generation of tight lower and upper bounds. These bounding mechanisms are embedded within the framework of a branch‐and‐bound procedure. Computational results on problem instances ranging in size up to 100 facilities and 200 customers reveal the efficacy of the proposed exact and heuristic approaches. © 2005 Wiley Periodicals, Inc. Naval Research Logistics, 2006     

Production‐inventory systems with imperfect advance demand information and updating

We consider a supplier with finite production capacity and stochastic production times. Customers provide advance demand information (ADI) to the supplier by announcing orders ahead of their due dates. However, this information is not perfect, and customers may request an order be fulfilled prior to or later than the expected due date. Customers update the status of their orders, but the time between consecutive updates is random. We formulate the production‐control problem as a continuous‐time Markov decision process and prove there is an optimal state‐dependent base‐stock policy, where the base‐stock levels depend upon the numbers of orders at various stages of update. In addition, we derive results on the sensitivity of the state‐dependent base‐stock levels to the number of orders in each stage of update. In a numerical study, we examine the benefit of ADI, and find that it is most valuable to the supplier when the time between updates is moderate. We also consider the impact of holding and backorder costs, numbers of updates, and the fraction of customers that provide ADI. In addition, we find that while ADI is always beneficial to the supplier, this may not be the case for the customers who provide the ADI. © 2011 Wiley Periodicals, Inc. Naval Research Logistics, 2011     

Double Mover–Stayer model on customer switching in telecommunications industry

Customer acquisition and customer retention are the most important challenges in the increasingly competitive telecommunications industry. Traditional studies of customer switching always assume that customers are homogeneous, and thus that model customer switching behavior follows a Markov formulation. However, this postulation is obviously inappropriate in most instances. Blumen et al. (Cornell Studies of Industrial and Labor Relations, Cornell University Press, Ithaca, NY, 1955) developed the Mover–Stayer (MS) model, a generalization of the Markov chain model, to relax the requirement of homogeneity and allow the presence of heterogeneity with two different types of individuals—“stayers,” who purchase the same kinds of products or services throughout the entire observation period; and “movers,” who look for variety in products or services over time. There are two purpose of this article. First, we extend the MS model to a Double Mover‐Stayer (DMS) model by assuming the existence of three types of individuals in the market: (1) stable and loyal customers, who have stable usage within the same company; (2) instable but loyal customers, whose usage varies within the same company over time; and (3) disloyal customers, who switch from one company to another to seek for new experiences or/and benefits. We also propose an estimation method for the DMS model. Second, we apply the DMS model to telecommunications data and demonstrate how it can be used for pattern identification, hidden knowledge discovery, and decision making. © 2012 Wiley Periodicals, Inc. Naval Research Logistics, 2012     

Optimal staffing in nonstationary service centers with constraints

This paper considers optimal staffing in service centers. We construct models for profit and cost centers using dynamic rate queues. To allow for practical optimal controls, we approximate the queueing process using a Gaussian random variable with equal mean and variance. We then appeal to the Pontryagin's maximum principle to derive a closed form square root staffing (SRS) rule for optimal staffing. Unlike most traditional SRS formulas, the main parameter in our formula is not the probability of delay but rather a cost‐to‐benefit ratio that depends on the shadow price. We show that the delay experienced by customers can be interpreted in terms of this ratio. Throughout the article, we provide theoretical support of our analysis and conduct extensive numerical experiments to reinforce our findings. To this end, various scenarios are considered to evaluate the change in the staffing levels as the cost‐to‐benefit ratio changes. We also assess the change in the service grade and the effects of a service‐level agreement constraint. Our analysis indicates that the variation in the ratio of customer abandonment over service rate particularly influences staffing levels and can lead to drastically different policies between profit and cost service centers. Our main contribution is the introduction of new analysis and managerial insights into the nonstationary optimal staffing of service centers, especially when the objective is to maximize profitability. © 2016 Wiley Periodicals, Inc. Naval Research Logistics 63: 615–630, 2017     

A produce‐to‐stock system with advance demand information and secondary customers

We consider a manufacturer (i.e., a capacitated supplier) that produces to stock and has two classes of customers. The primary customer places orders at regular intervals of time for a random quantity, while the secondary customers request a single item at random times. At a predetermined time the manufacturer receives advance demand information regarding the order size of the primary customer. If the manufacturer is not able to fill the primary customer's demand, there is a penalty. On the other hand, serving the secondary customers results in additional profit; however, the manufacturer can refuse to serve the secondary customers in order to reserve inventory for the primary customer. We characterize the manufacturer's optimal production and stock reservation policies that maximize the manufacturer's discounted profit and the average profit per unit time. We show that these policies are threshold‐type policies, and these thresholds are monotone with respect to the primary customer's order size. Using a numerical study we provide insights into how the value of information is affected by the relative demand size of the primary and secondary customers. © 2007 Wiley Periodicals, Inc. Naval Research Logistics, 2007     

Equilibrium customer strategies and social–profit maximization in the single‐server constant retrial queue

We consider the single‐server constant retrial queue with a Poisson arrival process and exponential service and retrial times. This system has not waiting space, so the customers that find the server busy are forced to abandon the system, but they can leave their contact details. Hence, after a service completion, the server seeks for a customer among those that have unsuccessfully applied for service but left their contact details, at a constant retrial rate. We assume that the arriving customers that find the server busy decide whether to leave their contact details or to balk based on a natural reward‐cost structure, which incorporates their desire for service as well as their unwillingness to wait. We examine the customers' behavior, and we identify the Nash equilibrium joining strategies. We also study the corresponding social and profit maximization problems. We consider separately the observable case where the customers get informed about the number of customers waiting for service and the unobservable case where they do not receive this information. Several extensions of the model are also discussed. © 2011 Wiley Periodicals, Inc. Naval Research Logistics, 2011     

The impact of manufacturer rebates on supply chain profits

Manufacturer rebates are commonly used as price discount tools for attracting end customers. In this study, we consider a two‐stage supply chain with a manufacturer and a retailer, where a single seasonal product faces uncertain and price‐sensitive demand. We characterize the impact of a manufacturer rebate on the expected profits of both the manufacturer and the retailer. We show that unless all of the customers claim the rebate, the rebate always benefits the manufacturer. Our results thus imply that “mail‐in rebates,” where some customers end up not claiming the rebate, particularly when the size of the rebate is relatively small, always benefit the manufacturer. On the other hand, an “instant rebate,” such as the one offered in the automotive industry where every customer redeems the rebate on the spot when he/she purchases a car, does not necessarily benefit the manufacturer. © 2007 Wiley Periodicals, Inc. Naval Research Logistics, 2007     

An application of yield management for Internet Service Providers

In this paper we study strategies for better utilizing the network capacity of Internet Service Providers (ISPs) when they are faced with stochastic and dynamic arrivals and departures of customers attempting to log‐on or log‐off, respectively. We propose a method in which, depending on the number of modems available, and the arrival and departure rates of different classes of customers, a decision is made whether to accept or reject a log‐on request. The problem is formulated as a continuous time Markov Decision Process for which optimal policies can be readily derived using techniques such as value iteration. This decision maximizes the discounted value to ISPs while improving service levels for higher class customers. The methodology is similar to yield management techniques successfully used in airlines, hotels, etc. However, there are sufficient differences, such as no predefined time horizon or reservations, that make this model interesting to pursue and challenging. This work was completed in collaboration with one of the largest ISPs in Connecticut. The problem is topical, and approaches such as those proposed here are sought by users. © 2001 John Wiley & Sons, Inc., Naval Research Logistics 48:348–362, 2001     

Analysis of decentralized multi‐product pull systems with lost sales

We study a pull‐type, flexible, multi‐product, and multi‐stage production/inventory system with decentralized two‐card kanban control policies. Each stage involves a processor and two buffers with finite target levels. Production stages, arranged in series, can process several product types one at a time. Transportation of semi‐finished parts from one stage to another is performed in fixed lot sizes. The exact analysis is mathematically intractable even for smaller systems. We present a robust approximation algorithm to model two‐card kanban systems with batch transfers under arbitrary complexity. The algorithm uses phase‐type modeling to find effective processing times and busy period analysis to identify delays among product types in resource contention. Our algorithm reduces the effort required for estimating performance measures by a considerable margin and resolves the state–space explosion problem of analytical approaches. Using this analytical tool, we present new findings for a better understanding of some tactical and operational issues. We show that flow of material in small procurement sizes smoothes flow of information within the system, but also necessitates more frequent shipments between stages, raising the risk of late delivery. Balancing the risk of information delays vis‐à‐vis shipment delays is critical for the success of two‐card kanban systems. Although product variety causes time wasted in setup operations, it also facilitates relatively short production cycles enabling processors to switch from one product type to another more rapidly. The latter point is crucial especially in high‐demand environments. Increasing production line size prevents quick response to customer demand, but it may improve system performance if the vendor lead‐time is long or subject to high variation. Finally, variability in transportation and processing times causes the most damage if it arises at stages closer to the customer. © 2007 Wiley Periodicals, Inc. Naval Research Logistics, 2007