Design and analysis of diagnostic service centers / Xiaofang Wang in Management science, Vol. 56 N° 11 (Novembre 2010)  

Public ISBD [article]  inManagement science > Vol. 56 N° 11 (Novembre 2010) . - pp. 1873-1890 Titre : Design and analysis of diagnostic service centers Type de document : texte imprimé Auteurs : Xiaofang Wang, Auteur ; Laurens G. Debo, Auteur ; Alan Scheller-Wolf, Auteur Année de publication : 2011 Article en page(s) : pp. 1873-1890 Note générale : Management Langues : Anglais (eng) Mots-clés : Health-service operations Strategic queueing Diagnostic process Call center Index. décimale : 658 Organisation des entreprises. Techniques du commerce Résumé : In the health-care domain, diagnostic service centers provide advice to patients over the phone about what the most appropriate course of action is based on their symptoms. Managers of such centers must strike a balance between accuracy of advice, callers' waiting time, and staffing costs by setting the appropriate capacity (staffing) and service depth. We model this problem as a multiple-server queueing system, with the servers performing a sequential testing process and the customers deciding whether or not to use the service, based on their expectation of accuracy and congestion. We find the dual concerns of accuracy and congestion lead to a counterintuitive impact of capacity: Increasing capacity might increase congestion. In addition, (i) patient population size is an important driver in management decisions, not only in staffing but also in accuracy of advice; (ii) increasing asymmetry in error costs may not increase asymmetry in the corresponding error rates; and (iii) the error costs for the two major stakeholders—the service manager and the patient—may impact the optimal staffing level in different ways. Finally, we highlight the relevance of our model and results to challenges in practice elicited during interviews with current clinical researchers and practitioners. DEWEY : 658 ISSN : 0025-1909 En ligne : http://mansci.journal.informs.org/cgi/content/abstract/56/11/1873 [article] Design and analysis of diagnostic service centers [texte imprimé] / Xiaofang Wang, Auteur ; Laurens G. Debo, Auteur ; Alan Scheller-Wolf, Auteur . - 2011 . - pp. 1873-1890. Management Langues : Anglais (eng) in Management science > Vol. 56 N° 11 (Novembre 2010) . - pp. 1873-1890 Mots-clés : Health-service operations Strategic queueing Diagnostic process Call center Index. décimale : 658 Organisation des entreprises. Techniques du commerce Résumé : In the health-care domain, diagnostic service centers provide advice to patients over the phone about what the most appropriate course of action is based on their symptoms. Managers of such centers must strike a balance between accuracy of advice, callers' waiting time, and staffing costs by setting the appropriate capacity (staffing) and service depth. We model this problem as a multiple-server queueing system, with the servers performing a sequential testing process and the customers deciding whether or not to use the service, based on their expectation of accuracy and congestion. We find the dual concerns of accuracy and congestion lead to a counterintuitive impact of capacity: Increasing capacity might increase congestion. In addition, (i) patient population size is an important driver in management decisions, not only in staffing but also in accuracy of advice; (ii) increasing asymmetry in error costs may not increase asymmetry in the corresponding error rates; and (iii) the error costs for the two major stakeholders—the service manager and the patient—may impact the optimal staffing level in different ways. Finally, we highlight the relevance of our model and results to challenges in practice elicited during interviews with current clinical researchers and practitioners. DEWEY : 658 ISSN : 0025-1909 En ligne : http://mansci.journal.informs.org/cgi/content/abstract/56/11/1873

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