On the Introduction of an Agile, Temporary Workforce into a Tandem Queueing System

  • Authors:

  • David L. Kaufman;Hyun-Soo Ahn;Mark E. Lewis

  • Affiliations:

  • Department of Industrial and Operations Engineering, University of Michigan, Ann Arbor 48109-2117;Operations and Management Science, Ross School of Business, University of Michigan, Ann Arbor 48109-1234;School of Operations Research and Industrial Engineering, Cornell University, Ithaca 14853

  • Venue:
  • Queueing Systems: Theory and Applications
  • Year:
  • 2005

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Abstract

We consider a two-station tandem queueing system where customers arrive according to a Poisson process and must receive service at both stations before leaving the system. Neither queue is equipped with dedicated servers. Instead, we consider three scenarios for the fluctuations of workforce level. In the first, a decision-maker can increase and decrease the capacity as is deemed appropriate; the unrestricted case. In the other two cases, workers arrive randomly and can be rejected or allocated to either station. In one case the number of workers can then be reduced (the controlled capacity reduction case). In the other they leave randomly (the uncontrolled capacity reduction case). All servers are capable of working collaboratively on a single job and can work at either station as long as they remain in the system. We show in each scenario that all workers should be allocated to one queue or the other (never split between queues) and that they should serve exhaustively at one of the queues depending on the direction of an inequality. This extends previous studies on flexible systems to the case where the capacity varies over time. We then show in the unrestricted case that the optimal number of workers to have in the system is non-decreasing in the number of customers in either queue.