岭南学术交流会(商务管理系)

发布人:李义华 发布日期:2019-01-14
活动时间
-
活动地址
岭南堂汪道涵会议室

报告题目:Managing Appointment-based Services in the Presence of Walk-in Customers

报 告 人:王杉(上海交通大学  博士生)

主 持 人:徐佳焱(中山大学岭南学院   助理教授)

时      间:2019116日(周三)下午230—400

地      点:岭南堂汪道涵会议室

语      言中文+英文

 

摘要

Despite the prevalence and significance of walk-ins in healthcare, we know relatively little about how to plan and manage the daily operations of a healthcare facility that accepts both scheduled and walk-in patients. In this paper, we take a data analytics approach and develop the first optimization model to determine the optimal appointment schedule in the presence of potential walk-ins. Our model is the first known approach that can jointly handle general walk-in processes and heterogeneous, time-dependent no-show behaviors. We demonstrate that, with walk-ins, the optimal schedules are fundamentally different from those without. Our numerical study reveals that walk-ins introduce a new source of uncertainties to the system and cannot be viewed as a simple solution to compensate for patient no-shows. Scheduling, however, is an effective way to counter some of the negative impact from uncertain patient behaviors. Using data from practice, we predict a significant cost 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 our work is motivated by healthcare, our models and insights can also be applied to general appointment-based services with walk-ins.

 

个人简介:

       王杉是上海交通大学安泰经济与管理学院博士生。她曾于20183月至5月访问波士顿学院Carroll管理学院运营管理系、于2015年至2016年访问哥伦比亚大学Mailman公共卫生学院医疗政策与管理系。进入安泰之前,她于南开大学商学院获得管理学学士。她的研究兴趣集中在服务业中的数据分析和运营管理。她的研究重点为带有容量约束和顾客复杂行为的服务系统设计与控制,并主要应用于医疗系统的计划与调度中。研究成果已被《Management Science》等期刊录用。她获得了多项国际学术奖项,包括2019年美国生产运作管理学会香港分会最佳学生论文第一名,2018年美国运筹学与管理科学协会IBM服务科学最佳学生论文第一名,2018年美国生产运作管理学会医疗运营管理分会最佳论文第一名,以及2017年美国生产运作协会新兴经济体博士生奖等。

 

 

 

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