An integer programming model for the weekly tour scheduling problem

We study a workforce planning and scheduling problem in which weekly tours of agents must be designed. Our motivation for this study comes from a call center application where agents serve customers in response to incoming phone calls. Similar to many other applications in the services industry, the demand for service in call centers varies significantly within a day and among days of the week. In our model, a weekly tour of an agent consists of five daily shifts and two days off, where daily shifts within a tour may be different from each other. The starting times of any two consecutive shifts, however, may not differ by more than a specified bound. Furthermore, a tour must also satisfy constraints regarding the days off, for example, it may be required that one of the days off is on a weekend day. The objective is to determine a collection of weekly tours that satisfy the demand for agents' services, while minimizing the total labor cost of the workforce. We describe an integer programming model where a weekly tour is obtained by combining seven daily shift scheduling models and days‐off constraints in a network flow framework. The model is flexible and can accommodate different daily models with varying levels of detail. It readily handles different days‐off rules and constraints regarding start time differentials in consecutive days. Computational results are also presented. © 2001 John Wiley & Sons, Inc. Naval Research Logistics 48: 607–624, 2001.     

An exact analysis of a joint production‐inventory problem in two‐echelon inventory systems

We consider a two‐echelon inventory system with a manufacturer operating from a warehouse supplying multiple distribution centers (DCs) that satisfy the demand originating from multiple sources. The manufacturer has a finite production capacity and production times are stochastic. Demand from each source follows an independent Poisson process. We assume that the transportation times between the warehouse and DCs may be positive which may require keeping inventory at both the warehouse and DCs. Inventory in both echelons is managed using the base‐stock policy. Each demand source can procure the product from one or more DCs, each incurring a different fulfilment cost. The objective is to determine the optimal base‐stock levels at the warehouse and DCs as well as the assignment of the demand sources to the DCs so that the sum of inventory holding, backlog, and transportation costs is minimized. We obtain a simple equation for finding the optimal base‐stock level at each DC and an upper bound for the optimal base‐stock level at the warehouse. We demonstrate several managerial insights including that the demand from each source is optimally fulfilled entirely from a single distribution center, and as the system's utilization approaches 1, the optimal base‐stock level increases in the transportation time at a rate equal to the demand rate arriving at the DC. © 2011 Wiley Periodicals, Inc. Naval Research Logistics, 2011     

Revenue sharing contracts in a supply chain with uncontractible actions

We consider a supplier–customer relationship where the customer faces a typical Newsvendor problem of determining perishable capacity to meet uncertain demand. The customer outsources a critical, demand‐enhancing service to an outside supplier, who receives a fixed share of the revenue from the customer. Given such a linear sharing contract, the customer chooses capacity and the service supplier chooses service effort level before demand is realized. We consider the two cases when these decisions are made simultaneously (simultaneous game) or sequentially (sequential game). For each game, we analyze how the equilibrium solutions vary with the parameters of the problem. We show that in the equilibrium, it is possible that either the customer's capacity increases or the service supplier's effort level decreases when the supplier receives a larger share of the revenue. We also show that given the same sharing contract, the sequential game always induces a higher capacity and more effort. For the case of additive effort effect and uniform demand distribution, we consider the customer's problem of designing the optimal contract with or without a fixed payment in the contract, and obtain sensitivity results on how the optimal contract depends on the problem parameters. For the case of fixed payment, it is optimal to allocate more revenue to the supplier to induce more service effort when the profit margin is higher, the cost of effort is lower, effort is more effective in stimulating demand, the variability of demand is smaller or the supplier makes the first move in the sequential game. For the case of no fixed payment, however, it is optimal to allocate more revenue to the supplier when the variability of demand is larger or its mean is smaller. Numerical examples are analyzed to validate the sensitivity results for the case of normal demand distribution and to provide more managerial insights. © 2008 Wiley Periodicals, Inc. Naval Research Logistics, 2008     

Dynamic service rate control for a single‐server queue with Markov‐modulated arrivals

We consider the problem of service rate control of a single‐server queueing system with a finite‐state Markov‐modulated Poisson arrival process. We show that the optimal service rate is nondecreasing in the number of customers in the system; higher congestion levels warrant higher service rates. On the contrary, however, we show that the optimal service rate is not necessarily monotone in the current arrival rate. If the modulating process satisfies a stochastic monotonicity property, the monotonicity is recovered. We examine several heuristics and show where heuristics are reasonable substitutes for the optimal control. None of the heuristics perform well in all the regimes and the fluctuation rate of the modulating process plays an important role in deciding the right heuristic. Second, we discuss when the Markov‐modulated Poisson process with service rate control can act as a heuristic itself to approximate the control of a system with a periodic nonhomogeneous Poisson arrival process. Not only is the current model of interest in the control of Internet or mobile networks with bursty traffic, but it is also useful in providing a tractable alternative for the control of service centers with nonstationary arrival rates. © 2013 Wiley Periodicals, Inc. Naval Research Logistics 60: 661–677, 2013     

Bayesian analysis of queues with impatient customers: Applications to call centers

Queuing models have been extensively used in the literature for obtaining performance measures and developing staffing policies. However, most of this work has been from a pure probabilistic point of view and has not addressed issues of statistical inference. In this article, we consider Bayesian queuing models with impatient customers with particular emphasis on call center operations and discuss further extensions. We develop the details of Bayesian inference for queues with abandonment such as the M/M/s + M model (Erlang‐A). In doing so, we discuss the estimation of operating characteristics and its implications on staffing. We illustrate the implementation of the Bayesian models using actual arrival, service, and abandonment data from call centers. © 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     

Quantity discount pricing policies for heterogeneous retailers with price sensitive demand

Although quantity discount policies have been extensively analyzed, they are not well understood when there are many different buyers. This is especially the case when buyers face price‐sensitive demand. In this paper we study a supplier's optimal quantity discount policy for a group of independent and heterogeneous retailers, when each retailer faces a demand that is a decreasing function of its retail price. The problem is analyzed as a Stackelberg game whereby the supplier acts as the leader and buyers act as followers. We show that a common quantity discount policy that is designed according to buyers' individual cost and demand structures and their rational economic behavior is able to significantly stimulate demand, improve channel efficiency, and substantially increase profits for both the supplier and buyers. Furthermore, we show that the selection of all‐units or incremental quantity discount policies has no effect on the benefits that can be obtained from quantity discounts. © 2005 Wiley Periodicals, Inc. Naval Research Logistics, 2005     

Capacity expansion under a service‐level constraint for uncertain demand with lead times

For a service provider facing stochastic demand growth, expansion lead times and economies of scale complicate the expansion timing and sizing decisions. We formulate a model to minimize the infinite horizon expected discounted expansion cost under a service‐level constraint. The service level is defined as the proportion of demand over an expansion cycle that is satisfied by available capacity. For demand that follows a geometric Brownian motion process, we impose a stationary policy under which expansions are triggered by a fixed ratio of demand to the capacity position, i.e., the capacity that will be available when any current expansion project is completed, and each expansion increases capacity by the same proportion. The risk of capacity shortage during a cycle is estimated analytically using the value of an up‐and‐out partial barrier call option. A cutting plane procedure identifies the optimal values of the two expansion policy parameters simultaneously. Numerical instances illustrate that if demand grows slowly with low volatility and the expansion lead times are short, then it is optimal to delay the start of expansion beyond when demand exceeds the capacity position. Delays in initiating expansions are coupled with larger expansion sizes. © 2009 Wiley Periodicals, Inc. Naval Research Logistics, 2009     

Optimal pricing for a short life‐cycle product when customer price‐sensitivity varies over time

Technology products often experience a life‐cycle demand pattern that resembles a diffusion process, with weak demand in the beginning and the end of the life cycle and high demand intensity in between. The customer price‐sensitivity also changes over the life cycle of the product. We study the prespecified pricing decision for a product that exhibits such demand characteristics. In particular, we determine the optimal set of discrete prices and the times to switch from one price to another, when a limited number of price changes are allowed. Our study shows that the optimal prices and switching times show interesting patterns that depend on the product's demand pattern and the change in the customers' price sensitivity over the life cycle of the product. © 2012 Wiley Periodicals, Inc. Naval Research Logistics, 2012     

Formulations for dynamic lot sizing with service levels

In this article, we study deterministic dynamic lot‐sizing problems with a service‐level constraint on the total number of periods in which backlogs can occur over a finite planning horizon. We give a natural mixed integer programming formulation for the single item problem (LS‐SL‐I) and study the structure of its solution. We show that an optimal solution to this problem can be found in \begin{align*}\mathcal O(n^2\kappa)\end{align*} time, where n is the planning horizon and \begin{align*}\kappa=\mathcal O(n)\end{align*} is the maximum number of periods in which demand can be backlogged. Using the proposed shortest path algorithms, we develop alternative tight extended formulations for LS‐SL‐I and one of its relaxations, which we refer to as uncapacitated lot sizing with setups for stocks and backlogs. {We show that this relaxation also appears as a substructure in a lot‐sizing problem which limits the total amount of a period's demand met from a later period, across all periods.} We report computational results that compare the natural and extended formulations on multi‐item service‐level constrained instances. © 2013 Wiley Periodicals, Inc. Naval Research Logistics, 2013     

Optimal inventory control policy for periodic‐review inventory systems with inventory‐level‐dependent demand

We consider a setting in which inventory plays both promotional and service roles; that is, higher inventories not only improve service levels but also stimulate demand by serving as a promotional tool (e.g., as the result of advertising effect by the enhanced product visibility). Specifically, we study the periodic‐review inventory systems in which the demand in each period is uncertain but increases with the inventory level. We investigate the multiperiod model with normal and expediting orders in each period, that is, any shortage will be met through emergency replenishment. Such a model takes the lost sales model as a special case. For the cases without and with fixed order costs, the optimal inventory replenishment policy is shown to be of the base‐stock type and of the (s,S) type, respectively. © 2012 Wiley Periodicals, Inc. Naval Research Logistics, 2012     

Collaboration in contingent capacities with information asymmetry

We study the optimal contracting problem between two firms collaborating on capacity investment with information asymmetry. Without a contract, system efficiency is lost due to the profit‐margin differentials among the firms, demand uncertainty, and information asymmetry. With information asymmetry, we demonstrate that the optimal capacity level is characterized by a newsvendor formula with an upward‐adjusted capacity investment cost, and no first‐best solution can be achieved. Our analysis shows that system efficiency can always be improved by the optimal contract and the improvement in system efficience is due to two factors. While the optimal contract may bring the system's capacity level closer to the first‐best capacity level, it prevents the higher‐margin firm from overinvesting and aligns the capacity‐investment decisions of the two firms. Our analysis of a special case demonstrates that, under some circumstances, both firms can benefit from the principal having better information about the agent's costs. © 2007 Wiley Periodicals, Inc. Naval Research Logistics 54:, 2007     

Facility location models for immobile servers with stochastic demand

This paper presents several models for the location of facilities subject to congestion. Motivated by applications to locating servers in communication networks and automatic teller machines in bank systems, these models are developed for situations in which immobile service facilities are congested by stochastic demand originating from nearby customer locations. We consider this problem from three different perspectives, that of (i) the service provider (wishing to limit costs of setup and operating servers), (ii) the customers (wishing to limit costs of accessing and waiting for service), and (iii) both the service provider and the customers combined. In all cases, a minimum level of service quality is ensured by imposing an upper bound on the server utilization rate at a service facility. The latter two perspectives also incorporate queueing delay costs as part of the objective. Some cases are amenable to an optimal solution. For those cases that are more challenging, we either propose heuristic procedures to find good solutions or establish equivalence to other well‐studied facility location problems. © 2003 Wiley Periodicals, Inc. Naval Research Logistics, 2004.     

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 two‐echelon inventory‐location problem with service considerations

We study the problem of designing a two‐echelon spare parts inventory system consisting of a central plant and a number of service centers each serving a set of customers with stochastic demand. Processing and storage capacities at both levels of facilities are limited. The manufacturing process is modeled as a queuing system at the plant. The goal is to optimize the base‐stock levels at both echelons, the location of service centers, and the allocation of customers to centers simultaneously, subject to service constraints. A mixed integer nonlinear programming model (MINLP) is formulated to minimize the total expected cost of the system. The problem is NP‐hard and a Lagrangian heuristic is proposed. We present computational results and discuss the trade‐off between cost and service. © 2009 Wiley Periodicals, Inc. Naval Research Logistics 2009     

Resource allocation with lumpy demand: To speed or not to speed?

In the classical EPQ model with continuous and constant demand, holding and setup costs are minimized when the production rate is no larger than the demand rate. However, the situation may change when demand is lumpy. We consider a firm that produces multiple products, each having a unique lumpy demand pattern. The decision involves determining both the lot size for each product and the allocation of resources for production rate improvements among the products. We find that each product's optimal production policy will take on only one of two forms: either continuous production or lot‐for‐lot production. The problem is then formulated as a nonlinear nonsmooth knapsack problem among products determined to be candidates for resource allocation. A heuristic procedure is developed to determine allocation amounts. The procedure decomposes the problem into a mixed integer program and a nonlinear convex resource allocation problem. Numerical tests suggest that the heuristic performs very well on average compared to the optimal solution. Both the model and the heuristic procedure can be extended to allow the company to simultaneously alter both the production rates and the incoming demand lot sizes through quantity discounts. Extensions can also be made to address the case where a single investment increases the production rate of multiple products. © 2004 Wiley Periodicals, Inc. Naval Research Logistics, 2004.     

Dynamic learning,pricing, and ordering by a censored newsvendor

We address the problem of determining optimal ordering and pricing policies in a finite‐horizon newsvendor model with unobservable lost sales. The demand distribution is price‐dependent and involves unknown parameters. We consider both the cases of perishable and nonperishable inventory. A very general class of demand functions is studied in this paper. We derive the optimal ordering and pricing policies as unique functions of the stocking factor (which is a linear transformation of the safety factor). An important expression is obtained for the marginal expected value of information. As a consequence, we show when lost sales are unobservable, with perishable inventory the optimal stocking factor is always at least as large as the one given by the single‐period model; however, if inventory is nonperishable, this result holds only under a strong condition. This expression also helps to explain why the optimal stocking factor of a period may not increase with the length of the problem. We compare this behavior with that of a full information model. We further examine the implications of the results to the special cases when demand uncertainty is described by additive and multiplicative models. For the additive case, we show that if demand is censored, the optimal policy is to order more as well as charge higher retail prices when compared to the policies in the single‐period model and the full information model. We also compare the optimal and myopic policies for the additive and multiplicative models. © 2007 Wiley Periodicals, Inc. Naval Research Logistics, 2007     

Coordinated pricing and inventory control problems with capacity constraints and fixed ordering cost

This article addresses a single‐item, finite‐horizon, periodic‐review coordinated decision model on pricing and inventory control with capacity constraints and fixed ordering cost. Demands in different periods are random and independent of each other, and their distributions depend on the price in the current period. Each period's stochastic demand function is the additive demand model. Pricing and ordering decisions are made at the beginning of each period, and all shortages are backlogged. The objective is to find an optimal policy that maximizes the total expected discounted profit. We show that the profit‐to‐go function is strongly CK‐concave, and the optimal policy has an (s,S,P) ‐like structure. © 2012 Wiley Periodicals, Inc. Naval Research Logistics, 2012     

Impact of reseller's and sales agent's forecasting accuracy in a multilayer supply chain

We consider a three‐layer supply chain with a manufacturer, a reseller, and a sales agent. The demand is stochastically determined by the random market condition and the sales agent's private effort level. Although the manufacturer is uninformed about the market condition, the reseller and the sales agent conduct demand forecasting and generate private demand signals. Under this framework with two levels of adverse selection intertwined with moral hazard, we study the impact of the reseller's and the sales agent's forecasting accuracy on the profitability of each member. We show that the manufacturer's profitability is convex on the reseller's forecasting accuracy. From the manufacturer's perspective, typically improving the reseller's accuracy is detrimental when the accuracy is low but is beneficial when it is high. We identify the concrete interrelation among the manufacturer‐optimal reseller's accuracy, the volatility of the market condition, and the sales agent's accuracy. Finally, the manufacturer's interest may be aligned with the reseller's when only the reseller can choose her accuracy; this alignment is never possible when both downstream players have the discretion to choose their accuracy. © 2014 Wiley Periodicals, Inc. Naval Research Logistics 61: 207–222, 2014     

Price and capacity decisions of service systems with boundedly rational customers

We consider price and capacity decisions for a profit‐maximizing service provider in a single server queueing system, in which customers are boundedly rational and decide whether to join the service according to a multinomial logit model. We find two potential price‐capacity pair solutions for the first‐order condition of the profit‐maximizing problem. Profit is maximized at the solution with a larger capacity, but minimized at the smaller one. We then consider a dynamically adjusting capacity system to mimic a real‐life situation and find that the maximum can be reached only when the initial service rate is larger than a certain threshold; otherwise, the system capacity and demand shrink to zero. We also find that a higher level of customers’ bounded rationality does not necessarily benefit a firm, nor does it necessarily allow service to be sustained. We extend our analysis to a setting in which customers’ bounded rationality level is related to historical demand and find that such a setting makes service easier to sustain. Finally we find that bounded rationality always harms social welfare.