Abstract: Motivated by the recent interest in making delay announcements in service systems, such as call centers or hospitals, we investigate the accuracy of announcing the waiting time of the Last customer to Enter Service (LES). We do so in the context of a queueing model with multiple customer classes and a priority service discipline. We present ways of exploiting this historical information to design new and improved announcements and supplement our theoretical results with an extensive simulation study to generate practical managerial insights.

Speaker Bio: Rouba Ibrahim is an associate professor at the School of Management of University College London (UCL). She holds a PhD degree in Operations Research from Columbia University (2010), an MSc degree in Applied Mathematics from Stony Brook University (2004), and a BSc degree in Mathematics from the American University of Beirut (2002).   

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