質量與效率的平衡術

內容概要

　　近年來，流行性疾病、自然或人為災害頻繁暴發(fā)，對各國的衛(wèi)生防御體系和安全防御體系帶來了巨大挑戰(zhàn)。醫(yī)療呼叫中心在應對突發(fā)緊急情況分診分流方面具有有效分配醫(yī)療資源的巨大潛力，安檢系統(tǒng)（包括海關、機場、簽證等）也正積極探索如何采用運營管理有效地準備和響應突發(fā)事件，并盡可能減少對公眾正常生活的負面影響。
　　在此背景之下，《質量與效率的平衡術：以醫(yī)療與安檢服務運營為例》深入研究了這類特殊服務系統(tǒng)的運營特點和決策優(yōu)化，重點分析了其特有的質量／效率均衡關系。
　　《質量與效率的平衡術：以醫(yī)療與安檢服務運營為例》將最前沿的服務運營研究成果與實證發(fā)現相結合，通過嚴密的數學分析提供詳細、系統(tǒng)化的管理方法，具有很強的現實指導意義。

作者簡介

　　王曉芳中國人民大學商學院講師，碩士生導師。分別于1999年和2001年在清華大學自動化系獲得自動化學士和系統(tǒng)工程碩士學位，2008年在美國卡耐基梅隆大學商學院獲得運營管理博士學位。2008年8月回國加入中國人民大學商學院，中英文雙語講授收益管理、運營管理、統(tǒng)計質量管理等課程。主要研究服務運營管理、醫(yī)療運營管理和收益管理。美國運籌學和管理學研究協(xié)會（INFORMS）會員、美國生產與運作管理學會（POMS）會員和POMS中國分會會員、海外華人學者管理科學與工程協(xié)會會員。作為負責人主持三項科研課題，其中國家級和教育部的基金項目兩項。發(fā)表國際國內學術論文十多篇，其中國家自然科學基金支持的論文“Design
and Analysis of：Diagnostic Service
centers”以第一作者發(fā)表在國際上公認的管理類最高級別學術期刊《Management
Science》。其他與本書相關論文見《European Journal of Operamional。Research》和《AI
Communications》等著名國際學術期刊。

書籍目錄

Chapter 1 Introduction
Chapter 2 Diagnostic Service Centers
2.1 Literature Review
2.2 The Model
2.3 General Analysis
2.4 Analysis of the Symmetric Case
2.5 Analysis of the Asymmetric Case
2.6 Numerical Case Studies and Extensions
2.6.1 Parameters and Base Case
2.6.2 Changing the HO'S error costs
2.6.3 Changing the patients'error costs
2.6.4 Convex waiting costs
2.7 Relevance of Integrated Model and Analysis to Practice
2.8 Discussion and Conclusion
Chapter 3 Security Screening
3.1 The Model
3.1.1 Model Setup
3.1.2 Definition of Equilibrium
3.2 Potential Applicants'Best Responses
3.2.1 Bad Potential Applicants'Best Responses
3.2.2 Good Potential Applicants'Best Responses
3.3 Optimal Screening Policies
3.3.1 Non-discriminatory Screening Policy
3.3.2 Discriminatory Screening Policy
3.4 Numerical Experiments
3.4.1 Changing the Approver's Reward from Admitting
a Good Applicant R
3.4.2 Changing the Parameter of Bad Potential
Applicants
3.4.3 Changing the Arrival Rate of All Potential
Applicants A
3.4.4 Changing Service Capacity
3.5 Extensions of Our Model
3.5.1 Imperfect Screening
3.5.2 Non-zero Abandon Rate for Good Applieants
3.5.3 Non-zero Waiting Costs for Bad Applicants
3.6 Conclusion and Future Research Directions
Chapter 4 High Quality Schedules
4.1 Literature Review
4.1.1 Time'cost Tradeoff Problems(Project Crashing)
4.1.2 Anytime Scheduling
4.1.3 Hybrid Scheduling Techniques
4.1.4 Temporal Preference Networks
4.1.5 Service Operations Management
4.2 Problem Formulation
4.3 Problem Solving via Constraint.based Algorithms
4.3.1 The Integrated(Quality First)Hybrid Scheme
4.3.2 The Partitioned(Resource First)Hybrid
Scheme：Solve-and.Maximize
4.4 Evaluation Oil Performance of Heuristics
4.4.1 Ratio Vs.Slope
4.4.2 Exact Lookahead or Not?
4.4.3 Impact of Longest Peak First(LPF)
……
Chapter 5 Conclusions and Future Research Directions
Bibligraphy

章節(jié)摘錄

版權頁：插圖：Specifically，we model the service center's accuracy，or servicedepth as being controlled by a certainty threshold：a nurse’S beliefabout the patient’S pathology，obtained through the interview with thepatient，should reach this certainty threshold before she terminates the di-agnostic process and gives advice.A high certainty threshold implies highaccuracy，but also a longer service time（for greater diagnostic depth）and consequently greater system congestion.Due to the trade-off betweenpatients’desire for accuracy but aversion to waiting，we need to analyzehow patients will react to this certainty threshold，and consequently howthe certainty threshold and staffing level should be jointly set to maximizethe service provider's benefit net of staffing costs.Our analysis answers thefollowing types of research questions：What are the optimal staffing leveland the optimal service depth the service provider should set？Whenshould the service provider invest in a nurse line？How do nurse skilllevel，patient population size and other parameters impact these decisions？  The main contributions of this chapter are：（1）We develop an analytical model to evaluate cost savings by link-ing call duration with recommendation accuracy.Our analysis aHows the exploration of the impact of staffing and protocol implementation on accu-racy of advice and waiting time.With this link，we analyze the benefit／cost for t11e difierent nurse line stake.holders in a unified framework.（2）Results we obtain confirm that the tradeoff between accuracy and congestion motivated by diagnostic service centers in the health care domain changes many aspects of traditional call center design and staff-ing.By linking queueing and hypothesis testing theory，analysis of our model extends these theories and derives new insights which are useful innurse line design and staffing.

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