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A survey on skill-based routing with applications to service operations management
Queueing Systems ( IF 1.2 ) Pub Date : 2020-10-01 , DOI: 10.1007/s11134-020-09669-5
Jinsheng Chen , Jing Dong , Pengyi Shi

Service systems often feature multiple classes of customers with different service needs and multiple pools of servers with different skillsets. How to efficiently match customers of different classes with servers of different skillsets is of great importance to the management of these systems. In this survey, we review works on skill-based routing in queues. We first summarize key insights on routing/scheduling policies developed in the literature. We then discuss complications brought by modern service operations management problems, particularly healthcare systems. These complications stimulate a growing body of literature on new modeling and analysis tools. Lastly, we provide additional numerical experiments to highlight the complex nature of a routing problem motivated from hospital patient-flow management, and provide some useful intuition to develop good skill-based routing policies in practice. Our goal is to provide a brief overview of the skill-based routing research landscape and to help generate interesting research ideas.

中文翻译:

基于技能的路由与服务运营管理应用的调查

服务系统通常具有具有不同服务需求的多类客户和具有不同技能组合的多个服务器池。如何有效地将不同类别的客户与不同技能组的服务器进行匹配,对于这些系统的管理非常重要。在本次调查中,我们回顾了队列中基于技能的路由的工作。我们首先总结了文献中开发的路由/调度策略的关键见解。然后我们讨论现代服务运营管理问题带来的复杂性,尤其是医疗保健系统。这些并发症刺激了越来越多关于新建模和分析工具的文献。最后,我们提供了额外的数值实验,以强调由医院患者流量管理引发的路由问题的复杂性,并提供一些有用的直觉,以在实践中开发基于技能的良好路由策略。我们的目标是简要概述基于技能的路由研究领域,并帮助产生有趣的研究想法。
更新日期:2020-10-01
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