Multi-stage Service Research Articles

The Multistage Service Facility Start-Up and Capacity Model

In service industries, operations are often split into the “front office” and the “back room.” The front office deals directly with customers, whereas the back room engages in manufacturing-like operations. While such an arrangement may enjoy many benefits including reduced customer participation and back room efficiency, it gives rise to the possibility of communication and coordination problems between the front office and the back room. To address such coordination problems, we work from one popular piece of case material in operations management, the National Cranberry Cooperative (NCC) case, and develop and analyze a service facility start-up and capacity model based on a finite-horizon, multistage queueing system. The model allows for general variability that can be either stationary or nonstationary, predictable or unpredictable. We derive the relationships between job start and finish times and primitive parameters and control variables using a sample path construction. We then show that two performance measures, the expected waiting and operating costs, have desirable convexity properties with respect to the control variables; namely, the starting time and the processing capacity of each stage. We also show how to perform marginal analysis on start-up times. Numerical examples based on the NCC case are presented and discussed. The model can be extended and applied to many service and manufacturing situations.

RESOURCE ALLOCATION TO IMPROVE SERVICE QUALITY PERCEPTIONS IN MULTISTAGE SERVICE SYSTEMS

Service quality improvement has become an imperative in today's service firms. In this paper, we present a modeling framework that combines marketing and operations viewpoints for resource allocation. The framework can be used to allocate resources to the different stages of a multistage service system, where the manager's goal is to improve customers' perceptions of service quality, given some budget. Optimal allocation guidelines are provided, and the interplay of three factors on the resulting allocation scheme is captured. These factors are the current level of customers' perceptions of service quality at each stage, the cost of implementing a service quality improvement at each stage, and the importance placed by customers at each stage. Sensitivity analysis to provide additional managerial insights is also performed. We demonstrate the applicability of the modeling framework, using data from a real life health care environment. Model limitations and future research are also discussed.

A star-like circuit-switching network with multistage service

A star-like circuit-switching network with multistage service is considered. Likelihood ratio ordering is used to show that there exists an optimal threshold for the mean number of messages processed through the network as a function of the input traffic intensity.

A star-like circuit-switching network with multistage service

A star-like circuit-switching network with multistage service is considered. Likelihood ratio ordering is used to show that there exists an optimal threshold for the mean number of messages processed through the network as a function of the input traffic intensity.

Optimization of multistage cyclic service of a production line by a transmanipulator

Optimization of multistage cyclic service of a production line by a transmanipulator

Methods and Algorithms for Analysis of Buffering Processes in Computer Networks

The paper describes a methodology for analyzing the buffer storage of switching nodes in computer networks for the actual multistage service procedure in the nodes. A situational flow control algorithm is proposed which extends conventional local control strategies. A new approach is discussed to studying the characteristics of packet communication network with a limited buffer memory in the nodes and end-to-end retransmission of underlivered packets