Robust Appointment Scheduling with Waiting Time Guarantees

Understand

Appointment scheduling problems under uncertainty encounter a fundamental trade-off between cost minimization and customer waiting times.

• Most existing studies address this trade-off using a weighted sum approach, which puts little emphasis on individual waiting times and, thus, customer satisfaction.
• In contrast, we study how to minimize total cost while providing waiting time guarantees to all customers.
• Given box uncertainty sets for service times and no-shows, we introduce the Robust Appointment Scheduling Problem with Waiting Time Guarantees.