Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System

We review queueing‐theory methods for setting staffing requirements in service systems where customer demand varies in a predictable pattern over the day. Analyzing these systems is not straightforward, because standard queueing theory focuses on the long‐run steady‐state behavior of stationary models. We show how to adapt stationary queueing models for use in nonstationary environments so that time‐dependent performance is captured and staffing requirements can be set. Relatively little modification of straightforward stationary analysis applies in systems where service times are short and the targeted quality of service is high. When service times are moderate and the targeted quality of service is still high, time‐lag refinements can improve traditional stationary independent period‐by‐period and peak‐hour approximations. Time‐varying infinite‐server models help develop refinements, because closed‐form expressions exist for their time‐dependent behavior. More difficult cases with very long service times and other complicated features, such as end‐of‐day effects, can often be treated by a modified‐offered‐load approximation, which is based on an associated infinite‐server model. Numerical algorithms and deterministic fluid models are useful when the system is overloaded for an extensive period of time. Our discussion focuses on telephone call centers, but applications to police patrol, banking, and hospital emergency rooms are also mentioned.     

移动网络中一种呼叫接入控制方案及分析

提出了一种可变预留信道数方案,该方案计算在不同呼叫到达率下能达到最佳服务等级的预留信道数,将实时呼叫到达率反馈到系统中,呼叫接入控制针对不同的呼叫到达率设置不同的预留信道数,在新呼叫阻塞率和切换呼叫掉话率之间寻求平衡,以期达到最佳服务等级。通过对不同呼叫接入控制机制的仿真,验证了新的呼叫接入控制机制的优点。     

集合竞价过程中信息揭示的理论分析

基于异质交易者假设,讨论了知情交易者和非知情交易者在集合竞价过程中的策略行为;分析了集合竞价过程中引入指示性价格揭示和公开限价指令簿信息对于集合竞价定价效率的影响;最后给出了该文结论的现实意义,并提出了相应的政策建议。     

基于粗糙集理论的入侵检测方法研究

为了克服入侵检测系统存在着在先验知识较少情况的推广能力差的问题,提出了基于粗糙集理论的入侵检测方法。利用粗糙理论,建立了系统调用短序列的检测模型并应用于sendmail调用序列检测。实验结果表明:它不需要全部的正常和异常的信息,在给出较少的正常和异常调用序列数据的情况下,能得到较为理想的检测效果。     

中小呼叫中心月度排班优化模型与算法

国内中小呼叫中心制定坐席人员月度排班表时,通常考虑劳动法规合同约束和体现企业自身用工管理诉求。构建坐席人员月度排班优化问题的二次整数规划模型。鉴于问题模型难解性,依据调研企业需求和模型逻辑结构分析,把问题分解成三个子问题。通过构建整数规划模型和提出启发式算法来求出子问题解,从而生成排班问题优化解。问题实例计算表明,模型算法能够有效控制人力成本和兼顾员工同班次管理目标。与周排班方法比较,该方法能够充分体现月度排班人力灵活性来实现人力优化配置。     

Calling Social Work

New Labour has promoted the use of information and communicationtechnology. Call centres are a key development in this strategyand are now in use for accessing social services. In officialpolicy, the use of call centres is presented as an aspect ofattempts to change the relationship between service users andthe purchasers and providers of services. In contrast, we suggestthat the use of call centres in social care does little to shiftthe balance of power. Call centres bring together four dimensionsof New Labour discourse: learning from the private sector, cuttingcosts, technology and consumerism. Three issues emerge fromtheir development: the undermining of social work’s senseof place; the circumscribing of service user participation;the rationalization of social workers. The call centre servesas a signifier of what, it is claimed, the combination of NewLabour’s consumerism and technology can achieve. Thissignification disguises call centres’ properties of efficiency,calculability, predictability and control. Contrary to the rhetoricthat accompanies them, call centres may be curtailing serviceuser participation, as well as delimiting the social work role.Accordingly, their use has important, but as yet largely unresearched,implications for service users and social workers.     

用于自相似业务的一种CAC

针对网络业务的自相似特性，在高斯假设下得到了该特性下的业务排队性能；提出了一种适用于传统业务和自相似业务的呼叫接纳控制算法。仿真表明了该算法具有速度快、参数简单等优点。     

原型话语在古代散文中的潜在召唤

探究和理解古代散文的艺术精神和独特文化内涵,可以从原型话语在古代散文审美意识的渗透中找寻其内在话语以及不同的原型话语对散文创作的潜在导引或召唤。本文试图从古代文化的“道”、“物”等原型话语在古代散文中所体现出来的独特精神内涵和审美艺术精神特征等方面作一些分析和论述。     

Optimizing the Staffing and Routing of Small‐Size Hierarchical Call Centers

Multiple‐skill call centers propagate rapidly with the development of telecommunications. An abundance of literature has already been published on call centers. Here, we want to focus on centers that would typically occur in business‐to‐business environments; these are call centers that handle many types of calls but where the arrival rate for each type is low. To find an optimal configuration, the integrality of the decision variables is a much more important issue than for larger call centers. The present paper proposes an approach that uses elements of combinatorial optimization to find optimal configurations. We develop an approximation method for the evaluation of the service performance. Next, we search for the minimum‐cost configuration subject to service‐level constraints using a branch‐and‐bound algorithm. What is at stake is to find the right balance between gains resulting from the economies of scale of pooling and the higher cost or cross‐trained agents. The article shows that in most cases this method significantly decreases the staffing cost compared with configurations with only cross‐trained or dedicated operators.     

面向网络的一种新分布式事务处理协议

提出了一种新的适合于当前网络环境，基于客户机／服务器应用方式及远程过程调用（ＲＰＣ）的分布事务处理模型及其实现协议。分析与实验表明它不仅满足网络中客户机／服务器应用的具体特点与要求，而且可以克服各种两段式提交协议中由于协调者故障造成的阻塞，同时避免了三段式提交等协议为解决阻塞而引起的开销过大，实现复杂等问题