To Pool or Not to Pool: Queueing Design for Large-Scale Service Systems

• 成果类型: Article
• 署名作者: Cao, Ping; He, Shuangchi; Huang, Junfei; Liu, Yunan
• 署名单位: Chinese Academy of Sciences; University of Science & Technology of China, CAS; National University of Singapore; Chinese University of Hong Kong; North Carolina State University
• 刊物名称: OPERATIONS RESEARCH
• ISSN/ISSBN: 0030-364X
• DOI: 10.1287/opre.2019.1976
• 发表日期: 2021
• 页码: 1866-1885
• 关键词: heavy-traffic limit; many-server queues; Call centers; shortest queue; Join; customers; IMPACT; approximations; asymptotics; optimality

摘要

There are two basic queue structures commonly adopted in service systems: the pooled structure, where waiting customers are organized into a single queue served by a group of servers, and the dedicated structure, where each server has her own queue. Although the pooled structure, known to minimize the servers' idle time, is widely used in large-scale service systems, this study reveals that the dedicated structure, along with the join-the-shortest-queue routing policy, could be more advantageous for improving certain performance measures, such as the probability of a customer's waiting time being within a delay target. The servers' additional idleness resulting from the dedicated structure will be negligible when the system scale is large. Using a fluid model substantiated by asymptotic analysis, we provide a performance comparison between the two structures for a moderately overloaded queueing system with customer abandonment. We intend to help service system designers answer the following question: To reach a specified service-level target, which queue structure will be more cost effective? Aside from structure design, our results are of practical value for performance analysis and staffing deployment.