服务系统中的预约调度:综述及扩展

doi:10.15960/j.cnki.issn.1007-6093.2025.03.003

摘要/Abstract

摘要： 服务系统管理的一个重要问题是如何减少顾客的等待时间。通过提前预约以降低顾客到达(需求)的不确定性是减少顾客等待时间的重要方法。为此,自1950年代始学术界和工业界即开始了预约调度优化的研究工作,特别是在医疗服务系统的预约调度研究中,出现了许多预约调度的有效模型及优化算法。本文首先系统描述了服务系统中的预约调度问题及其特征,并提出了一个预约调度问题的分类框架;其次,对上述框架下的各类预约调度研究的主要成果进行了系统的梳理和评述;最后,对目前重要的预约调度问题及未来的研究方向做了讨论。

关键词: 服务运营管理, 预约调度, 优化模型和算法, 文献综述

Abstract: One of the most important problems in managing service systems is reducing customer waiting time, and making appointment in advance to reduce the uncertainty of customer arrivals (the demand) is an important approach to reducing customer waiting time. Studies on appointment scheduling problems date back to the 1950s and ever since appointment scheduling optimization models and algorithms have received extensive attention in both academia and industry, in particular, in healthcare service industry. In this paper, we first describe the appointment scheduling problems and their characteristics, and present a framework for classifying the problems; we then discuss the major results and progresses of appointment scheduling research with our commentaries; finally, we examine the current important appointment scheduling problems and discuss the future research trends and directions.

Key words: appointment scheduling, service operations management, optimization model and algorithm

中图分类号:

O226

万国华, 王杉, 黄腾方. 服务系统中的预约调度:综述及扩展[J]. 运筹学学报（中英文）, 2025, 29(3): 61-76.

WAN Guohua, WANG Shan, HUANG Tengfang. Appointment scheduling in service systems: A survey and extension[J]. Operations Research Transactions, 2025, 29(3): 61-76.

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