Control charts for monitoring multi-stage service processes with optimal queue performance

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.

Keywords:

• Statistical process control
• Simulation-based optimization
• Queue systems
• Multi-Stage service process
• Customer satisfaction

Notes

1 This code can be used only for non-commercial purposes provided that the source is properly cited.