Managing Flexible Capacity in Service Systems with Worker Shortages
References
- (2008) Call center outsourcing contract analysis and choice. Management Sci. 54(2):354–368.Link, Google Scholar
- (2012) Bayesian analysis of queues with impatient customers: Applications to call centers. Naval Res. Logist. 59(6):441–456.Crossref, Google Scholar
- (2020) ICU capacity management during the COVID-19 pandemic using a process simulation. Intensive Care Medicine 46(8):1624–1626.Crossref, Google Scholar
- (2013) Inventory pooling to deliver differentiated service. Manufacturing Service Oper. Management 15(1):33–44.Link, Google Scholar
- (2021) Pooling queues with strategic servers: The effects of customer ownership. Oper. Res. 69(1):13–29.Link, Google Scholar
- (2015) On patient flow in hospitals: A data-based queueing-science perspective. Stochastic Systems 5(1):146–194.Link, Google Scholar
- (2019) Real-time forecasting of emergency department arrivals using prehospital data. BMC Emergency Medicine 19(1):42.Crossref, Google Scholar
- (2009) On a data-driven method for staffing large call centers. Oper. Res. 57(3):714–726.Link, Google Scholar
- (2004) Dimensioning large call centers. Oper. Res. 52(1):17–34.Link, Google Scholar
- (2021) To pool or not to pool: Queueing design for large-scale service systems. Oper. Res. 69(6):1866–1885.Link, Google Scholar
- (2001) Two issues in setting call centre staffing levels. Ann. Oper. Res. 108(1):175–192.Crossref, Google Scholar
- (2017) Staffing large-scale service systems with distributional uncertainty. Queueing Systems 87(1):55–79.Crossref, Google Scholar
- (2019) Asymptotic analysis of a multiclass queueing control problem under heavy traffic with model uncertainty. Stochastic Systems 9(4):359–391.Link, Google Scholar
- (2001) Modelling dependence with copulas. Technical report, Department of Mathematics, ETH Zurich, Zurich.Google Scholar
- (1979) Note—Effects of centralization on expected costs in a multi-location newsboy problem. Management Sci. 25(5):498–501.Link, Google Scholar
- (1917) Solution of some problems in the theory of probabilities of significance in automatic telephone exchanges. Post Office Electr. Engineer’s J. 10:189–197. Google Scholar
- (2002) Designing a call center with impatient customers. Manufacturing Service Oper. Management 4(3):208–227.Link, Google Scholar
- (2021) Hospitals struggle with staff shortages in coronavirus hot spots. Washington Post (August 12), https://www.washingtonpost.com/health/staff-shortages-hospitals-covid/2021/08/12/85f636b4-fa97-11eb-8a67-f14cd1d28e47_story.html.Google Scholar
- (2008) Service-level differentiation in call centers with fully flexible servers. Management Sci. 54(2):279–294.Link, Google Scholar
- (1981) Heavy-traffic limits for queues with many exponential servers. Oper. Res. 29(3):567–588.Link, Google Scholar
- (2005) A method for staffing large call centers based on stochastic fluid models. Manufacturing Service Oper. Management 7(1):20–36.Link, Google Scholar
- (2024) Delta coverage: The analytics journey to implement a novel nurse deployment program. INFORMS J. Appl. Analytics 54(5):431–454.Link, Google Scholar
- (2025) Prediction-driven surge planning with application to emergency department nurse staffing. Management Sci. 71(3):2079–2126.Link, Google Scholar
- (2015) Control of patient flow in emergency departments, or multiclass queues with deadlines and feedback. Oper. Res. 63(4):892–908.Link, Google Scholar
- (2016) Modeling and forecasting call center arrivals: A literature survey and a case study. Internat. J. Forecasting 32(3):865–874.Crossref, Google Scholar
- (2014) Are call center and hospital arrivals well modeled by nonhomogeneous Poisson processes? Manufacturing Service Oper. Management 16(3):464–480.Link, Google Scholar
- (2015) Staffing call centers with uncertain arrival rates and co-sourcing. Production Oper. Management 24(7):1101–1117.Crossref, Google Scholar
- (1998) Insights on service system design from a normal approximation to Erlang’s delay formula. Production Oper. Management 7(3):282–293.Crossref, Google Scholar
- (1995) Risk-pooling along a fixed delivery route using a dynamic inventory-allocation policy. Management Sci. 41(2):344–362.Link, Google Scholar
- (2009) Uncertainty in the demand for service: The case of call centers and emergency departments. Master’s thesis, Technion–Israel Institute of Technology, Haifa.Google Scholar
- (2009a) Staffing many-server queues with impatient customers: Constraint satisfaction in call centers. Oper. Res. 57(5):1189–1205.Link, Google Scholar
- (2013) Recovery bed planning in cardiovascular surgery: A simulation case study. Health Care Management Sci. 16(4):314–327.Crossref, Google Scholar
- (2002) The nursing shortage. Past, present, and future. J. Nursing Admin. 32(2):79–84.Crossref, Google Scholar
- (2002) Flexible service capacity: Optimal investment and the impact of demand correlation. Oper. Res. 50(2):375–388.Link, Google Scholar
- (2019) Optimal auction design for Wi-Fi procurement. Inform. Systems Res. 30(1):1–14.Link, Google Scholar
- (2020) Planning Hospital Needs for Ventilators and Respiratory Therapists in the COVID-19 Crisis (RAND, Santa Monica, CA).Crossref, Google Scholar
- Rockwell Automation (2022) Arena simulation software. Accessed May 5, 2022, https://www.rockwellautomation.com/en-us/products/software/arena-simulation.html.Google Scholar
- (2016) Inventory and Production Management in Supply Chains (CRC Press, Boca Raton, FL).Crossref, Google Scholar
- (2021) Staffing many-server queues with autoregressive inputs. Naval Res. Logist. 68(3):312–326.Crossref, Google Scholar
- Tennessean (2022) Covid-19 (coronavirus) hospitalizations. Ochsner Medical Center-Hancock (Bay Saint Louis, MS). Accessed May 5, 2022, https://data.tennessean.com/covid-19-hospital-capacity/facility/ochsner-medical-center-hancock/250162/.Google Scholar
- (2019) simmer: Discrete-event simulation for R. J. Statist. Software 90(2):1–30.Crossref, Google Scholar
- (2003) Commissioned paper: Capacity management, investment, and hedging: Review and recent developments. Manufacturing Service Oper. Management 5(4):269–302.Link, Google Scholar
- (2023) dfoptim: Derivative-free optimization. Accessed February 1, 2023, https://CRAN.R-project.org/package=dfoptim.Google Scholar
- Vivian Health (2024) Travel nursing jobs. Accessed July 25, 2024, https://www.vivian.com/nursing/travel/.Google Scholar
- World Health Organization (2021) Health workforce. Accessed February 25, 2022, https://www.who.int/health-topics/health-workforce#tab=tab_1.Google Scholar
- (2009) Pre-distribution and post-distribution cross-docking operations. Transportation Res. Part E Logist. Transportation Rev. 45(6):843–859.Crossref, Google Scholar
- (2014) Scaling and modeling of call center arrivals. Proc. Winter Simulation Conf. 2014 (IEEE, Piscataway, NJ), 476–485.Google Scholar
- (2021) Approximating systems fed by Poisson processes with rapidly changing arrival rates. Oper. Res. 69(5):1566–1574.Link, Google Scholar

