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Managing Appointment-based Services in the Presence of Walk-in Customers
Managing Appointment-based Services in the Presence of Walk-in Customers
教师介绍

本讲教师:王杉
所属学科:经管
人  气:166

课程介绍
Abstract: Despite the prevalence and significance of walk-ins in healthcare, we know relatively littleabout how to plan and manage the daily operations of a healthcare facility that acceptsboth scheduled and walk-in patients. In this paper, we take a data analytics approach anddevelop the first optimization model to determine the optimal appointment schedule inthe presence of potential walk-ins. Our model is the first known approach that can jointlyhandle general walk-in processes and heterogeneous, time-dependent no-show behaviorsWe demonstrate that, with walk-ins, the optimal schedules are fundamentally differentfrom those without. Our numerical study reveals that walk-ins introduce a new source ofuncertainties to the system and cannot be viewed as a simple solution to compensate forpatient no-shows. Scheduling, however, is an effective way to counter some of the negativeimpact from uncertain patient behaviors. Using data from practice, we predict a significantcost reduction (42%-73% on average) if the providers were to switch from current practice(which tends to overlook walk-ins in planning) to our proposed schedules. Though ourwork is motivated by healthcare, our models and insights can also be applied to generalappointment- based services with walk-ins. Bio:Shan Wang is a PhD candidate at Shanghai Jiao Tong University, Antai College of Eco-nomics and Management. She visited Operations Management Department at CarollSchool of Management, Boston College from March 2018 to May 2018, and the Depart-ment of Health Policy and Management of Mailman School of Public Health, Columbia Uni-versity from August 2015 to August 2016. Before joining Antai, she received her Bachelor'sdegree in Management in June 2013 from Business School of Nankai University Her re-search interests are in the intersection between Analytics and Operations Management inservice industries. Her research primarily focuses on the design and control of service sys-tems, with capacity constraints and complex customer behaviors. Motivated by real prob-lems in practice (especially in healthcare), her current work lies in the area of service plan-ning and scheduling. She has won several awards, e.g, 2018 INFORMS IBM Service ScienceBest Student Paper Award, POMS College of Healthcare Operations Management BestPaper Competition Award, 2017 POMS Emerging Economies Doctoral Student Award, etc

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