Service Capacity Reserve under Uncertainty by Hospital’s ER Analogies: A Practical Model for Car Services

Perez Salaverria, Miguel Angel and Mira McWilliams, José Manuel (2014). Service Capacity Reserve under Uncertainty by Hospital’s ER Analogies: A Practical Model for Car Services. "Mathematical Problems in Engineering", v. 2014 (n. 586236); pp. 1-18. ISSN 1563-5147. https://doi.org/10.1155/2014/586236.

Description

Title: Service Capacity Reserve under Uncertainty by Hospital’s ER Analogies: A Practical Model for Car Services
Author/s:
  • Perez Salaverria, Miguel Angel
  • Mira McWilliams, José Manuel
Item Type: Article
Título de Revista/Publicación: Mathematical Problems in Engineering
Date: 2014
ISSN: 1563-5147
Volume: 2014
Subjects:
Faculty: E.T.S.I. Industriales (UPM)
Department: Ingeniería de Organización, Administración de Empresas y Estadística
Creative Commons Licenses: Recognition - No derivative works - Non commercial

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Abstract

We define a capacity reserve model to dimension passenger car service installations according to the demographic distribution of the area to be serviced by using hospital?s emergency room analogies. Usually, service facilities are designed applying empirical methods, but customers arrive under uncertain conditions not included in the original estimations, and there is a gap between customer?s real demand and the service?s capacity. Our research establishes a valid methodology and covers the absence of recent researches and the lack of statistical techniques implementation, integrating demand uncertainty in a unique model built in stages by implementing ARIMA forecasting, queuing theory, and Monte Carlo simulation to optimize the service capacity and occupancy, minimizing the implicit cost of the capacity that must be reserved to service unexpected customers. Our model has proved to be a useful tool for optimal decision making under uncertainty integrating the prediction of the cost implicit in the reserve capacity to serve unexpected demand and defining a set of new process indicators, such us capacity, occupancy, and cost of capacity reserve never studied before. The new indicators are intended to optimize the service operation. This set of new indicators could be implemented in the information systems used in the passenger car services.

More information

Item ID: 38824
DC Identifier: http://oa.upm.es/38824/
OAI Identifier: oai:oa.upm.es:38824
DOI: 10.1155/2014/586236
Official URL: http://www.hindawi.com/journals/mpe/2014/586236/abs/
Deposited by: Memoria Investigacion
Deposited on: 14 Jan 2016 18:22
Last Modified: 21 Feb 2017 17:13
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