Using client-variance information to improve dynamic appointment scheduling performance

Thomas R. Rohleder, Kenneth J. Klassen

Research output: Contribution to journalArticle

58 Citations (Scopus)

Abstract

Clients of services expect short waiting times and servers desire short periods of non-productive time. One of the areas where this is most important is appointment scheduling systems. Recent research has indicated that using information about clients' service time variability can simultaneously reduce waiting times and server idle time. In this study, a more realistic, dynamic appointment-scheduling environment is developed and used to analyze several scheduling rules. Additional complexities considered in this study include: continuously distributed service-time variances, special client appointment requests, and appointment-scheduler uncertainty. Results show that rules using client-variance information are still best at minimizing waiting time and idle time with the additional complexities. In fact, these rules perform best when client variance is large. However, on measures related to clients requesting specific appointment slots the results are not as clear cut. A key factor for these measures is the distribution of the desired slots. When the desired slots are near the end of the appointment scheduling period, traditional rules like first-call-first-appointment perform better on client appointment request measures.

Original languageEnglish (US)
Pages (from-to)293-302
Number of pages10
JournalOmega
Volume28
Issue number3
StatePublished - Jun 1 2000
Externally publishedYes

Fingerprint

Appointment scheduling
Waiting time
Scheduling rules
Uncertainty
Factors

Keywords

  • Appointment scheduling
  • Services management
  • Simulation

ASJC Scopus subject areas

  • Strategy and Management
  • Information Systems and Management
  • Management Science and Operations Research

Cite this

Rohleder, T. R., & Klassen, K. J. (2000). Using client-variance information to improve dynamic appointment scheduling performance. Omega, 28(3), 293-302.

Using client-variance information to improve dynamic appointment scheduling performance. / Rohleder, Thomas R.; Klassen, Kenneth J.

In: Omega, Vol. 28, No. 3, 01.06.2000, p. 293-302.

Research output: Contribution to journalArticle

Rohleder, TR & Klassen, KJ 2000, 'Using client-variance information to improve dynamic appointment scheduling performance', Omega, vol. 28, no. 3, pp. 293-302.
Rohleder, Thomas R. ; Klassen, Kenneth J. / Using client-variance information to improve dynamic appointment scheduling performance. In: Omega. 2000 ; Vol. 28, No. 3. pp. 293-302.
@article{d709d8c2247a448da2a0d0f53d7d1502,
title = "Using client-variance information to improve dynamic appointment scheduling performance",
abstract = "Clients of services expect short waiting times and servers desire short periods of non-productive time. One of the areas where this is most important is appointment scheduling systems. Recent research has indicated that using information about clients' service time variability can simultaneously reduce waiting times and server idle time. In this study, a more realistic, dynamic appointment-scheduling environment is developed and used to analyze several scheduling rules. Additional complexities considered in this study include: continuously distributed service-time variances, special client appointment requests, and appointment-scheduler uncertainty. Results show that rules using client-variance information are still best at minimizing waiting time and idle time with the additional complexities. In fact, these rules perform best when client variance is large. However, on measures related to clients requesting specific appointment slots the results are not as clear cut. A key factor for these measures is the distribution of the desired slots. When the desired slots are near the end of the appointment scheduling period, traditional rules like first-call-first-appointment perform better on client appointment request measures.",
keywords = "Appointment scheduling, Services management, Simulation",
author = "Rohleder, {Thomas R.} and Klassen, {Kenneth J.}",
year = "2000",
month = "6",
day = "1",
language = "English (US)",
volume = "28",
pages = "293--302",
journal = "Omega (United Kingdom)",
issn = "0305-0483",
publisher = "Elsevier BV",
number = "3",

}

TY - JOUR

T1 - Using client-variance information to improve dynamic appointment scheduling performance

AU - Rohleder, Thomas R.

AU - Klassen, Kenneth J.

PY - 2000/6/1

Y1 - 2000/6/1

N2 - Clients of services expect short waiting times and servers desire short periods of non-productive time. One of the areas where this is most important is appointment scheduling systems. Recent research has indicated that using information about clients' service time variability can simultaneously reduce waiting times and server idle time. In this study, a more realistic, dynamic appointment-scheduling environment is developed and used to analyze several scheduling rules. Additional complexities considered in this study include: continuously distributed service-time variances, special client appointment requests, and appointment-scheduler uncertainty. Results show that rules using client-variance information are still best at minimizing waiting time and idle time with the additional complexities. In fact, these rules perform best when client variance is large. However, on measures related to clients requesting specific appointment slots the results are not as clear cut. A key factor for these measures is the distribution of the desired slots. When the desired slots are near the end of the appointment scheduling period, traditional rules like first-call-first-appointment perform better on client appointment request measures.

AB - Clients of services expect short waiting times and servers desire short periods of non-productive time. One of the areas where this is most important is appointment scheduling systems. Recent research has indicated that using information about clients' service time variability can simultaneously reduce waiting times and server idle time. In this study, a more realistic, dynamic appointment-scheduling environment is developed and used to analyze several scheduling rules. Additional complexities considered in this study include: continuously distributed service-time variances, special client appointment requests, and appointment-scheduler uncertainty. Results show that rules using client-variance information are still best at minimizing waiting time and idle time with the additional complexities. In fact, these rules perform best when client variance is large. However, on measures related to clients requesting specific appointment slots the results are not as clear cut. A key factor for these measures is the distribution of the desired slots. When the desired slots are near the end of the appointment scheduling period, traditional rules like first-call-first-appointment perform better on client appointment request measures.

KW - Appointment scheduling

KW - Services management

KW - Simulation

UR - http://www.scopus.com/inward/record.url?scp=0034196040&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=0034196040&partnerID=8YFLogxK

M3 - Article

AN - SCOPUS:0034196040

VL - 28

SP - 293

EP - 302

JO - Omega (United Kingdom)

JF - Omega (United Kingdom)

SN - 0305-0483

IS - 3

ER -