Control charts for monitoring multi-stage service processes with optimal queue performance. Issue 9 (1st September 2020)

• Record Type: Journal Article
• Authors: Ebadi, Mohsen; Ahmadi-Javid, Amir
• Is Part Of: Communications in statistics. Volume 49:Issue 9(2020)
• Page Start: 2472
• Page End: 2484
• Publication Date: 2020-09-01
• Subjects: Statistical process control -- Simulation-based optimization -- Queue systems -- Multi-Stage service process -- Customer satisfaction; Mathematical statistics -- Periodicals; Mathematical statistics -- Data processing -- Periodicals; Digital computer simulation -- Periodicals; 519.5
• DOI: 10.1080/03610918.2018.1520872
• Languages: English
• ISSNs: 0361-0918

Abstract

Abstract: This paper develops control charts for monitoring the service times at the different stages of a congested system that provides a multi-stage service to its customers. A simulation-based optimization procedure is used to simulate the whole service process and determine the chart parameters that minimize the average time a customer spends in the system. Statistical constraints are also considered to enhance the statistical properties of the control chart. The proposed socio-statistical method may be of interest for a variety of applications. The method is applied to a fast food restaurant with two waiting stages.