Appointment scheduling with delay tolerance heterogeneity
In this study, we investigate an appointment sequencing and scheduling problem with heterogeneous user delay tolerances under service-time uncertainty. We aim to capture the delay-tolerance effect with heterogeneity, in an operationally effective and computationally tractable fashion, for the appoin...
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sg-smu-ink.lkcsb_research-85252024-11-08T04:56:37Z Appointment scheduling with delay tolerance heterogeneity WANG, Shuming LI, Jun ANG, Marcus NG, Tsan Sheng In this study, we investigate an appointment sequencing and scheduling problem with heterogeneous user delay tolerances under service-time uncertainty. We aim to capture the delay-tolerance effect with heterogeneity, in an operationally effective and computationally tractable fashion, for the appointment scheduling problem. To this end, we first propose a Tolerance-Aware Delay (TAD) index that incorporates explicitly the user-tolerance information in delay evaluation. We show that the TAD index enjoys decision-theoretical rationale in terms of Tolerance Sensitivity, Monotonicity, Convexity and Positive Homogeneity, which enables it to incorporate the frequency and intensity of delays over the tolerance in a coherent manner. Specifically, the convexity of TAD index ensures a tractable modeling of the collective delay dissatisfaction in the appointment scheduling problem. Using the TAD index, we then develop an appointment model with known empirical service-time distribution that minimizes the overall tolerance-aware delays of all users. We analyze the impact of delay-tolerance on the sequence and schedule decisions, and show that the resultant TAD appointment model can be reformulated as a mixed-integer linear program (MILP). Furthermore, we extend the TAD appointment model by considering service-time ambiguity. In particular, we encode into the TAD index a moment ambiguity-set and a Wasserstein ambiguity-set, respectively. The former captures effectively the correlation among service-times across positions and user-types, while the latter captures directly the service-time data information. We show that both of the resultant TAD models under ambiguity can be reformulated as polynomial-sized mixed-integer conic programs (MICPs). Finally, we compare our TAD models with some existing counterpart approaches and the current practice using synthetic data and a case of real hospital data, respectively. Our results demonstrate the effectiveness of the TAD appointment models in capturing the user delay-tolerance with heterogeneity and mitigating the worst-case delays. 2024-09-01T07:00:00Z text application/pdf https://ink.library.smu.edu.sg/lkcsb_research/7526 info:doi/10.1287/ijoc.2023.0025 https://ink.library.smu.edu.sg/context/lkcsb_research/article/8525/viewcontent/AppointmentSchedulingDelayTH_av.pdf http://creativecommons.org/licenses/by-nc-nd/4.0/ Research Collection Lee Kong Chian School Of Business eng Institutional Knowledge at Singapore Management University Joint appointment sequencing and scheduling delay-tolerance user heterogeneity linear programming ambiguity Operations and Supply Chain Management Operations Research, Systems Engineering and Industrial Engineering |
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Joint appointment sequencing and scheduling delay-tolerance user heterogeneity linear programming ambiguity Operations and Supply Chain Management Operations Research, Systems Engineering and Industrial Engineering WANG, Shuming LI, Jun ANG, Marcus NG, Tsan Sheng Appointment scheduling with delay tolerance heterogeneity |
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In this study, we investigate an appointment sequencing and scheduling problem with heterogeneous user delay tolerances under service-time uncertainty. We aim to capture the delay-tolerance effect with heterogeneity, in an operationally effective and computationally tractable fashion, for the appointment scheduling problem. To this end, we first propose a Tolerance-Aware Delay (TAD) index that incorporates explicitly the user-tolerance information in delay evaluation. We show that the TAD index enjoys decision-theoretical rationale in terms of Tolerance Sensitivity, Monotonicity, Convexity and Positive Homogeneity, which enables it to incorporate the frequency and intensity of delays over the tolerance in a coherent manner. Specifically, the convexity of TAD index ensures a tractable modeling of the collective delay dissatisfaction in the appointment scheduling problem. Using the TAD index, we then develop an appointment model with known empirical service-time distribution that minimizes the overall tolerance-aware delays of all users. We analyze the impact of delay-tolerance on the sequence and schedule decisions, and show that the resultant TAD appointment model can be reformulated as a mixed-integer linear program (MILP). Furthermore, we extend the TAD appointment model by considering service-time ambiguity. In particular, we encode into the TAD index a moment ambiguity-set and a Wasserstein ambiguity-set, respectively. The former captures effectively the correlation among service-times across positions and user-types, while the latter captures directly the service-time data information. We show that both of the resultant TAD models under ambiguity can be reformulated as polynomial-sized mixed-integer conic programs (MICPs). Finally, we compare our TAD models with some existing counterpart approaches and the current practice using synthetic data and a case of real hospital data, respectively. Our results demonstrate the effectiveness of the TAD appointment models in capturing the user delay-tolerance with heterogeneity and mitigating the worst-case delays. |
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text |
author |
WANG, Shuming LI, Jun ANG, Marcus NG, Tsan Sheng |
author_facet |
WANG, Shuming LI, Jun ANG, Marcus NG, Tsan Sheng |
author_sort |
WANG, Shuming |
title |
Appointment scheduling with delay tolerance heterogeneity |
title_short |
Appointment scheduling with delay tolerance heterogeneity |
title_full |
Appointment scheduling with delay tolerance heterogeneity |
title_fullStr |
Appointment scheduling with delay tolerance heterogeneity |
title_full_unstemmed |
Appointment scheduling with delay tolerance heterogeneity |
title_sort |
appointment scheduling with delay tolerance heterogeneity |
publisher |
Institutional Knowledge at Singapore Management University |
publishDate |
2024 |
url |
https://ink.library.smu.edu.sg/lkcsb_research/7526 https://ink.library.smu.edu.sg/context/lkcsb_research/article/8525/viewcontent/AppointmentSchedulingDelayTH_av.pdf |
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