Amy R. Ward

Ragavendran Gopalakrishnan, Sherwin Doroudi, Amy R. Ward et al.

Traditionally, research focusing on the design of routing and staffing policies for service systems has modeled servers as having fixed (possibly heterogeneous) service rates. However, service systems are generally staffed by people. Furthermore, people respond to workload incentives; that is, how hard a person works can depend both on how much work there is, and how the work is divided between the people responsible for it. In a service system, the routing and staffing policies control such workload incentives; and so the rate servers work will be impacted by the system's routing and staffing policies. This observation has consequences when modeling service system performance, and our objective is to investigate those consequences. We do this in the context of the M/M/N queue, which is the canonical model for large service systems. First, we present a model for "strategic" servers that choose their service rate in order to maximize a trade-off between an "effort cost", which captures the idea that servers exert more effort when working at a faster rate, and a "value of idleness", which assumes that servers value having idle time. Next, we characterize the symmetric Nash equilibrium service rate under any routing policy that routes based on the server idle time. We find that the system must operate in a quality-driven regime, in which servers have idle time, in order for an equilibrium to exist, which implies that the staffing must have a first-order term that strictly exceeds that of the common square-root staffing policy. Then, within the class of policies that admit an equilibrium, we (asymptotically) solve the problem of minimizing the total cost, when there are linear staffing costs and linear waiting costs. Finally, we end by exploring the question of whether routing policies that are based on the service rate, instead of the server idle time, can improve system performance.

Harsha Honnappa, Rahul Jain, Amy R. Ward

We introduce the Δ(i)/GI/1 queue, a new queueing model. In this model, customers from a given population independently sample a time to arrive from some given distribution F. Thus, the arrival times are an ordered statistics, and the inter-arrival times are differences of consecutive ordered statistics. They are served by a single server which provides service according to a general distribution G, with independent service times. The exact model is analytically intractable. Thus, we develop fluid and diffusion limits for the various stochastic processes, and performance metrics. The fluid limit of the queue length is observed to be a reflected process, while the diffusion limit is observed to be a function of a Brownian motion and a Brownian bridge process, and is given by a 'netput' process and a directional derivative of the Skorokhod reflected fluid netput in the direction of a diffusion refinement of the netput process. We also observe what may be interpreted as a transient Little's law. Sample path analysis reveals various operating regimes where the diffusion limit switches between a free diffusion, a reflected diffusion process and the zero process, with possible discontinuities during regime switches. The weak convergence is established in the M1 topology, and it is also shown that this is not possible in the J1 topology.