The Impact of Customer Impatience on Scheduling in a Multi-Class Many-Server Queue

Friday, June 22, 2018, 11:00 am - 12:00 pm PDTiCal
6th Floor Conf Rm (#689)
This event is open to the public.
AI Seminar
Amy Ward, USC Marshall
Video Recording:

The study of scheduling problems has a long history in the academic literature.  However, many classic models used to study scheduling problems do not incorporate customer impatience.  Furthermore, many of the ones that do assume the time a customer is willing to wait for service is exponentially distributed.  The issue is that that assumption can lead to poor scheduling decisions.  

Our objective is to study the interplay between customer impatience and scheduling decisions when managing heterogeneous customer classes.  We do this in the context of a many server queue, and develop results in a very general framework (for a G/G/N+G queue).  On fluid scale, we characterize a closed-form non-linear relationship between the queue-length and server effort allocation that is determined by the customer impatience distribution.  This leads to an optimization problem whose solution provides insight into scheduling decisions.


*This is joint work with Professor Amber Puha.


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