Queueing Models of Case Managers

Posted: 24 Nov 2015 Last revised: 8 Mar 2016

See all articles by Fernanda Campello

Fernanda Campello

University of Alberta - Department of Accounting, Operations & Information Systems

Armann Ingolfsson

University of Alberta - Department of Accounting, Operations & Information Systems

Robert A. Shumsky

Dartmouth College - Tuck School of Business

Date Written: June 27, 2013

Abstract

Many service systems use case managers, servers who are assigned multiple customers and have frequent, repeated interactions with each customer until the customer’s service is completed. Examples may be found in health care (emergency department physicians), contact centers (agents handling multiple on-line chats simultaneously) and social welfare agencies (social workers with multiple clients). We propose a stochastic model of a baseline case manager system, formulate models that provide performance bounds and stability conditions for the baseline system, and formulate a birth-death process that approximates the baseline system’s performance. Many systems place an upper limit on the number of customers simultaneously handled by each case manager. We examine the impact of these case-load limits on waiting time and describe effective, heuristic methods for setting these limits.

Suggested Citation

Campello, Fernanda and Ingolfsson, Armann and Shumsky, Robert A., Queueing Models of Case Managers (June 27, 2013). Management Science, Forthcoming, University of Alberta School of Business Research Paper No. 2013-306, Tuck School of Business Working Paper No. 2694799, Available at SSRN: https://ssrn.com/abstract=2694799

Fernanda Campello

University of Alberta - Department of Accounting, Operations & Information Systems ( email )

Edmonton, Alberta T6G 2R6
Canada

Armann Ingolfsson (Contact Author)

University of Alberta - Department of Accounting, Operations & Information Systems ( email )

Edmonton, Alberta T6G 2R6
Canada

Robert A. Shumsky

Dartmouth College - Tuck School of Business ( email )

Hanover, NH 03755
United States

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