Stochastic call center staffing with uncertain arrival,service and abandonment rates: A Bayesian perspective

In this article, we introduce staffing strategies for the Erlang‐A queuing system in call center operations with uncertain arrival, service, and abandonment rates. In doing so, we model the system rates using gamma distributions that create randomness in operating characteristics used in the optimization formulation. We divide the day into discrete time intervals where a simulation based stochastic programming method is used to determine staffing levels. More specifically, we develop a model to select the optimal number of agents required for a given time interval by minimizing an expected cost function, which consists of agent and abandonment (opportunity) costs, while considering the service quality requirements such as the delay probability. The objective function as well as the constraints in our formulation are random variables. The novelty of our approach is to introduce a solution method for the staffing of an operation where all three system rates (arrival, service, and abandonment) are random variables. We illustrate the use of the proposed model using both real and simulated call center data. In addition, we provide solution comparisons across different formulations, consider a dynamic extension, and discuss sensitivity implications of changing constraint upper bounds as well as prior hyper‐parameters. © 2016 Wiley Periodicals, Inc. Naval Research Logistics 63: 460–478, 2016     

多业务接入平台及其在军事通信中的应用

文中介绍了军用通信网接入层的组建原则,通过比较目前几种不同的接入技术,说明了多业务接入平台(MSAP)的技术特点和优势,提出了以MSAP作为军用通信网接入层的解决方案,并给出了采用MSAP组网的网络示意图。最后采用CPU+ASIC+FPGA这种典型的通信系统硬件架构,分析了MSAP的软硬件联合实现。     

一体化联合作战对装备保障系统的影响及要求

装备保障信息建设要适应一体化联合作战的需求,就必须弄清一体化联合作战对装备保障系统的影响。运用系统方法,着眼环境对系统的影响,从分析一体化联合作战本质入手,阐述了一体化联合作战对装备保障系统功能、结构、运行和组成等要素的影响及要求,并为未来我军装备保障信息化建设提出了几点应对策略。     

Complexity and workload considerations in product mix decisions under the theory of constraints

The literature on the product mix decision (or master production scheduling) under the Theory of Constraints (TOC), which was developed in the past two decades, has addressed this problem as a static operational decision. Consequently, the developed solution techniques do not consider the system's dynamism and the associated challenges arising from the complexity of operations during the implementation of master production schedules. This paper aims to address this gap by developing a new heuristic approach for master production scheduling under the TOC philosophy that considers the main operational factors that influence actual throughput after implementation of the detailed schedule. We examine the validity of the proposed heuristic by comparison to Integer Linear Programming and two heuristics in a wide range of scenarios using simulation modelling. Statistical analyses indicate that the new algorithm leads to significantly enhanced performance during implementation for problems with setup times. The findings show that the bottleneck identification approach in current methods in the TOC literature is not effective and accurate for complex operations in real‐world job shop systems. This study contributes to the literature on master production scheduling and product mix decisions by enhancing the likelihood of achieving anticipated throughput during the implementation of the detailed schedule. © 2015 Wiley Periodicals, Inc. Naval Research Logistics 62: 357–369, 2015     

Selling to strategic and loss‐averse consumers: Stocking,procurement, and product design policies

Motivated by the presence of loss‐averse decision making behavior in practice, this article considers a supply chain consisting of a firm and strategic consumers who possess an S‐shaped loss‐averse utility function. In the model, consumers decide the purchase timing and the firm chooses the inventory level. We find that the loss‐averse consumers' strategic purchasing behavior is determined by their perceived gain and loss from strategic purchase delay, and the given rationing risk. Thus, the firm that is cognizant of this property tailors its inventory stocking policy based on the consumers' loss‐averse behavior such as their perceived values of gain and loss, and their sensitivity to them. We also demonstrate that the firm's equilibrium inventory stocking policy reflects both the economic logic of the traditional newsvendor inventory model, and the loss‐averse behavior of consumers. The equilibrium order quantity is significantly different from those derived from models that assume that the consumers are risk neutral and homogeneous in their valuations. We show that the firm that ignores strategic consumer's loss‐aversion behavior tends to keep an unnecessarily high inventory level that leads to excessive leftovers. Our numerical experiments further reveal that in some extreme cases the firm that ignores strategic consumer's loss‐aversion behavior generates almost 92% more leftovers than the firm that possesses consumers’ loss‐aversion information and takes it into account when making managerial decisions. To mitigate the consumer's forward‐looking behavior, we propose the adoption of the practice of agile supply chain management, which possesses the following attributes: (i) procuring inventory after observing real‐time demand information, (ii) enhanced design (which maintains the current production mix but improves the product performance to a higher level), and (iii) customized design (which maintains the current performance level but increases the variety of the current production line to meet consumers’ specific demands). We show that such a practice can induce the consumer to make early purchases by increasing their rationing risk, increasing the product value, or diversifying the product line. © 2015 Wiley Periodicals, Inc. Naval Research Logistics 62: 435–453, 2015     

Conjectures for framing cyberwarfare

Cyberspace has emerged as a potentially new (and unconventional) domain for warfare. Much debate has focused on understanding cyber conflict. The ability to critically analyse this phenomenon is important; however, the nascent nature of cyberwarfare and the complexity of the systems involved create challenges not met by conventional approaches. As a first step, this requires an analytical construct to frame discussions in a way that highlights distinct characteristics of the cyber domain. An approach proposed is one of the postulating conjectures for debate as a way to achieve this and to demonstrate its use, both at the strategic and operational levels. It is suggested that such an approach provides one component of a mature analytical framework for the analysis of cyber across a range of warfare domains.     

基于复杂网络的联合作战指挥体系研究

以作战指挥理论需求为牵引,从复杂网络的角度对联合作战指挥体系问题进行网络抽象,将指挥体系中的指挥机构作为网络的节点,将指挥关系作为网络的边,按照指挥体系历史发展的规律,从简单到复杂,分别构建了传统层级纵长树状型的指挥体系网络模型,在树状模型基础上,增加了横向联系但依然具有层级结构的信息共享改进型的指挥体系网络模型,以及...     

Explaining US and British performance in complex expeditionary operations: The civil-military dimension

A nation's structure and culture of civil-military relations are important and largely overlooked factors in explaining the performance of armed forces involved in complex expeditionary operations. The US model of ‘Huntingtonian’, divided civil-military structures and poor interagency cooperation, makes the US military less suited for complex expeditionary operations. British civil-military relations involve a Defence Ministry that conscientiously integrates military and civilian personnel, as well as extensive interagency cooperation and coordination. This ‘Janowitzean’, integrated form of civil-military relations makes the British military more likely to provide for the planning and implementation of comprehensive campaigns that employ and coordinate all instruments of power available to the state, as well as troops in the field displaying the flexibility and cultural and political understanding that are necessary in complex expeditionary operations.     

Analyzing Taliban taranas (chants): an effective Afghan propaganda artifact

This article describes and analyzes a little understood Afghan Taliban propaganda tool: chants or taranas . These melodic refrains effectively use historical narratives, symbology, and iconic portraits. The chants are engendered in emotions of sorrow, pride, desperation, hope, and complaints to mobilize and convince the Afghan population of the Taliban's worldview. The chants represent culturally relevant and simple messages that are communicated in a narrative and poetic form that is familiar to and resonates with the local people. They are virtually impossible for the United States and NATO to counter because of Western sensitivities concerning religious themes that dominate the Taliban narrative space, not to mention the lack of Western linguistic capabilities, including the understanding and mastering the poetic nature of local dialects.     

Reopen a joint school of military government and administration?

Today there are many calls for other elements of the government to do more to ‘do their part’, assist the military to restore order and stability and ‘win the peace’ in Iraq and Afghanistan, and prepare for similar roles in future conflicts. The authors here instead briefly review the history of US armed forces’ involvement in military governance operations from the Mexican War through World War II, and recommend the re-establishment of a School of Military Government similar to that created during the latter conflict.