Modelo matemático para la gestión de capacidad instalada en un laboratorio de análisis de aguas

ilustraciones, graficas

Autores:: Fragua Niño, Flor Ángela

Tipo de recurso:

Fecha de publicación:: 2023

Institución:: Universidad Nacional de Colombia

Repositorio:: Universidad Nacional de Colombia

Idioma:: spa

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repository_id_str
dc.title.spa.fl_str_mv	Modelo matemático para la gestión de capacidad instalada en un laboratorio de análisis de aguas
dc.title.translated.eng.fl_str_mv	Mathematical model for the management of installed capacity in a water analysis laboratory
title	Modelo matemático para la gestión de capacidad instalada en un laboratorio de análisis de aguas
spellingShingle	Modelo matemático para la gestión de capacidad instalada en un laboratorio de análisis de aguas 620 - Ingeniería y operaciones afines CAPACIDAD INSTALADA Industrial capacity Gestión de capacidad Capacidad disponible Servicio Laboratorio Estrategias Capacity management Available capacity Service Laboratory Strategies
title_short	Modelo matemático para la gestión de capacidad instalada en un laboratorio de análisis de aguas
title_full	Modelo matemático para la gestión de capacidad instalada en un laboratorio de análisis de aguas
title_fullStr	Modelo matemático para la gestión de capacidad instalada en un laboratorio de análisis de aguas
title_full_unstemmed	Modelo matemático para la gestión de capacidad instalada en un laboratorio de análisis de aguas
title_sort	Modelo matemático para la gestión de capacidad instalada en un laboratorio de análisis de aguas
dc.creator.fl_str_mv	Fragua Niño, Flor Ángela
dc.contributor.advisor.none.fl_str_mv	Rocha González, Jair Eduardo
dc.contributor.author.none.fl_str_mv	Fragua Niño, Flor Ángela
dc.subject.ddc.spa.fl_str_mv	620 - Ingeniería y operaciones afines
topic	620 - Ingeniería y operaciones afines CAPACIDAD INSTALADA Industrial capacity Gestión de capacidad Capacidad disponible Servicio Laboratorio Estrategias Capacity management Available capacity Service Laboratory Strategies
dc.subject.lemb.spa.fl_str_mv	CAPACIDAD INSTALADA
dc.subject.lemb.eng.fl_str_mv	Industrial capacity
dc.subject.proposal.spa.fl_str_mv	Gestión de capacidad Capacidad disponible Servicio Laboratorio Estrategias
dc.subject.proposal.eng.fl_str_mv	Capacity management Available capacity Service Laboratory Strategies
description	ilustraciones, graficas
publishDate	2023
dc.date.accessioned.none.fl_str_mv	2023-05-18T16:06:59Z
dc.date.available.none.fl_str_mv	2023-05-18T16:06:59Z
dc.date.issued.none.fl_str_mv	2023-05-17
dc.type.spa.fl_str_mv	Trabajo de grado - Maestría
dc.type.driver.spa.fl_str_mv	info:eu-repo/semantics/masterThesis
dc.type.version.spa.fl_str_mv	info:eu-repo/semantics/acceptedVersion
dc.type.content.spa.fl_str_mv	Text
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status_str	acceptedVersion
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dc.identifier.instname.spa.fl_str_mv	Universidad Nacional de Colombia
dc.identifier.reponame.spa.fl_str_mv	Repositorio Institucional Universidad Nacional de Colombia
dc.identifier.repourl.spa.fl_str_mv	https://repositorio.unal.edu.co/
url	https://repositorio.unal.edu.co/handle/unal/83820 https://repositorio.unal.edu.co/
identifier_str_mv	Universidad Nacional de Colombia Repositorio Institucional Universidad Nacional de Colombia
dc.language.iso.spa.fl_str_mv	spa
language	spa
dc.relation.references.spa.fl_str_mv	Aarabi, M., & Hasanian, S. (2014). Capacity planning and control: a review. Int. Journal of Scientific & Engineering Research., 5(8), 975–984. Retrieved from http://www.ijser.org Adenso‐Díaz, B., González‐Torre, P., & García, V. (2002). A capacity management model in service industries. International Journal of Service Industry Management, 13(3), 286–302. https://doi.org/10.1108/09564230210431983 Almasarweh, M., Alsarairah, A., & Masa’deh, R. (2018). A Statistical Study to Determine the Production Capacity of Jordanian Pharmaceutical Companies based on the Number of Working Hours Using the Assignment Problem. Modern Applied Science, 12(11). https://doi.org/10.5539/mas.v12n11p301 Armijo, M. (2011). Planificación Estratégica e indicadores de desempeño en el sector público. Cepal-Naciones Unidas, 105. Retrieved from http://www.cepal.org/ilpes/publicaciones/xml/8/44008/SM_69_MA.pdf Ashayeri, J., & Selen, W. (2005). An application of a unified capacity planning system. International Journal of Operations & Production Management, 25(9), 917–937. https://doi.org/10.1108/01443570510613965 Atamtürk, A., & Hochbaum, D. S. (2001). Capacity acquisition, subcontracting, and lot sizing. Management Science, 47(8), 1081–1100. https://doi.org/10.1287/mnsc.47.8.1081.10232 Bai, J., Fügener, A., Schoenfelder, J., & Brunner, J. O. (2018). Operations research in intensive care unit management: a literature review. Health Care Management Science, 21(1). https://doi.org/10.1007/s10729-016-9375-1 Bittencourt, O., Verter, V., & Yalovsky, M. (2018). Hospital capacity management based on the queueing theory. International Journal of Productivity and Performance Management, 67(2), 224–238. https://doi.org/10.1108/IJPPM-12-2015-0193 Carro Paz, R., & Gónzalez Gómez, D. (2019). Administración Operaciones, Capacidad y distribución física. Argentina. Collier, D. A. (1980). A comparison of MRP lot sizing methods considering capacity change costs. Journal of Operations Management, 1(1), 23–29. https://doi.org/10.1016/0272-6963(80)90008-X Elkhuizen, S. G., Bor, G., Smeenk, M., Klazinga, N. S., & Bakker, P. J. M. (2007). Capacity management of nursing staff as a vehicle for organizational improvement. BMC Health Services Research, 7. https://doi.org/10.1186/1472-6963-7-196 Fragua Niño, F. Á., & Gamboa Quesada, J. A. (2017). Diseño de un Sistema de Gestión para un laboratorio de Análisis de Aguas de una Universidad (Universidad Sergio Arboleda). Retrieved from https://repository.usergioarboleda.edu.co/handle/11232/1150?show=full Fredery, S. H., & Lieberman, G. J. (2010). Introducción a la investigación de operaciones (9th ed.). McGRAW-HILL Gass, S. I. (1983). Decision-Aiding Models: Validation, Assessment, and Related Issues for Policy Analysi. Operations Research, 31:603-631. Guoxuan, M., & Demeulemeester, E. (2013). A Multilevel Integrative Approach to Hospital Case Mix and Capacity Planning. Computers and Operations Research, 40(9), 2198–2207. https://doi.org/10.2139/ssrn.1996483 Gupta, A. (2006). Simulation Modeling and Analysis (4th ed.). New York: McGraw-Hill Gür, Ş., & Eren, T. (2018). Application of Operational Research Techniques in Operating Room Scheduling Problems: Literature Overview. Journal of Healthcare Engineering, Vol. 2018. https://doi.org/10.1155/2018/5341394 Hillier, F. y L. (2002). Investigación de Operaciones (7th ed.; Interamericana editores, Ed.). México: McGrawHil. Jacquillat, A., & Odoni, A. R. (2015). An Integrated Scheduling and Operations Approach to Airport Congestion Mitigation. Operations Research, 63(6), 1390–1410. https://doi.org/10.1287/opre.2015.1428 Kalenatic, D., López-Bello, C. A., & González-Rodríguez, L. J. (2006). Modelo de planeación de capacidades utilizando programación fraccional lineal en un contexto de múltiples criterios de decisión. In Ingeniería, ISSN-e 0121-750X, Vol. 11, No. 2, 2006, págs. 48-60 (Vol. 11). Universidad Distrital Francisco Jose de Caldas Kalenatic, D., López Bello, C. A., & González Rodríguez, L. J. (2005). Modelo de medición, análisis, planeación y programación de capacidades en un contexto de múltiples criterios de decisión. In Ingeniería, ISSN-e 0121-750X, Vol. 10, No. 2, 2005, págs. 57-66 (Vol. 10). Universidad Distrital Francisco Jose de Caldas Kalenatic, D., López Bello, C. A., & González Rodríguez, L. J. (2009). Modelo de ampliación de la capacidad productiva Dusko. In Ingeniería, ISSN-e 0121-750X, Vol. 14, No. 2, 2009, págs. 67-77 (Vol. 14). Universidad Distrital Francisco Jose de Caldas. Karuppan, C. M., & Dunlap, N. E. (2016). Operations Management in Healthcare : Strategy and Practice OPERATIONS MANAGEMENT IN HEALTHCARE : Strategy & Practice Missouri State University Michael R . Waldrum Vidant Health Nancy E . Dunlap National Governors Association Center for Best Practices Sch. (November 2018). https://doi.org/10.1891/9780826126535 Khan, M. R., & Callahan, B. B. (1993). Planning laboratory staffing with a queueing model. European Journal of Operational Research, 67(3), 321–331. https://doi.org/10.1016/0377-2217(93)90288-X Kolisch, R., & Sickinger, S. (2008). Providing radiology health care services to stochastic demand of different customer classes. OR Spectrum, 30(2), 375–395. https://doi.org/10.1007/s00291-007-0116-1 Lantz, B., & Rosén, P. (2016). Measuring effective capacity in an emergency department. Journal of Health Organization and Management, 30(1), 73–84. https://doi.org/10.1108/JHOM-05-2014-0074 Lovelock, C. (1992). Seeking synergy in service operations: Seven things marketers need to know about service operations. European Management Journal, 10 No.1(0263–2373) Neumaier, A., Shcherbina, O., Huyer, W., & Vinkó, T. (2005). A comparison of complete global optimization solvers. Mathematical Programming, 103(2), pag.335-356. Ng, I. C. L., Wirtz, J., & Lee, K. S. (1999). The strategic role of unused service capacity. International Journal of Service Industry Management, 10(2), 211–238. https://doi.org/10.1108/09564239910264352 Noyan Ogulata, S., Oya Cetik, M., Koyuncu, E., & Koyuncu, M. (2009). A Simulation Approach for Scheduling Patients in the Department of Radiation Oncology. Jurnal of Medical Systems, 33:233. https://doi.org/10.1007/s10916-008-9184-2 Pardede, A. M. H., Zarlis, M., Mawengkang, H., & Tulus, T. (2019). Limited resources optimization of health care services with a linear integer programming approach. Journal of Theoretical and Applied Information Technology, 97 (12), 3513–3525. Patrick, J., & Puterman, M. L. (2008). Reducing Wait Times through Operations Research: Optimizing the Use of Surge Capacity. Healthcare Policy = Politiques de Sante, 3(3), 75–88. Resenwein, J. ., & Duder, M. (2001). Towards “zero abandonments” in call center performance. European Journal of Operational Research, 135(1), 50–56. https://doi.org/10.1016/S0377-2217(00)00289-7 Ryals, L. J., & Knox, S. (2005). Measuring risk-adjusted customer lifetime value and its impact on relationship marketing strategies and shareholder value. European Journal of Marketing, 39(5–6), 456–472. https://doi.org/10.1108/03090560510590665 Sariyer, G. (2018). Sizing capacity levels in emergency medical services dispatch centers: Using the newsvendor approach. American Journal of Emergency Medicine, 36(5), 804–815. https://doi.org/10.1016/j.ajem.2017.10.027 Sitepu, S., Mawengkang, H., & Husein, I. (2018). Optimization Model for Capacity Management and Bed Scheduling for Hospital. IOP Conference Series: Materials Science and Engineering, 300(1). https://doi.org/10.1088/1757-899X/300/1/012016 Sitepu, S., Mawengkang, H., & Irvan. (2017). Modeling an integrated hospital management planning problem using integer optimization approach. Journal of Physics: Conference Series, 890(1). https://doi.org/10.1088/1742-6596/890/1/012101 Smith-Daniels, V. L., Schweikhart, S. B., & Smith-Daniels, D. E. (1988). Capacity Management in Health Care Services: Review and Future Research Directions. Decision Sciences, 19(4), 889–919. https://doi.org/10.1111/j.1540-5915.1988.tb00310.x Terwiesch, C., KC, D., & Kahn, J. M. (2011). Working with capacity limitations: operations management in critical care. Critical Care, 15(4), 308. https://doi.org/10.1186/cc10217 Vieira, B., Hans, E. W., Van Vliet-Vroegindeweij, C., Van De Kamer, J., & Van Harten, W. (2016). Operations research for resource planning and -use in radiotherapy: A literature review. BMC Medical Informatics and Decision Making, Vol. 16. https://doi.org/10.1186/s12911-016-0390-4 Vissers, J., & Beech, R. (2005). Health operations management : patient flow logistics in health care. Routledge. Tamayo y Tamayo, M. (1999). Aprender A Investigar. In ICFES (Ed.), La investgación. Bogotá Williams, M. V., Burnet, N. G., Sherwin, E., Kestelman, R., Geater, A. R., Thomas, S. J., & Wilson, C. B. (2004). A Radiotherapy Technique to Improve Dose Homogeneity Around Bone Prostheses. Sarcoma, 8(1), 37–42. https://doi.org/10.1080/13577140410001679248 Zineldin, M. (2006). The royalty of loyalty: CRM, quality and retention. Journal of Consumer Marketing, 23(7), 430–437. https://doi.org/10.1108/07363760610712975
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dc.format.extent.spa.fl_str_mv	xvii, 117 páginas
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dc.publisher.spa.fl_str_mv	Universidad Nacional de Colombia
dc.publisher.program.spa.fl_str_mv	Bogotá - Ingeniería - Maestría en Ingeniería - Ingeniería Industrial
dc.publisher.faculty.spa.fl_str_mv	Facultad de Ingeniería
dc.publisher.place.spa.fl_str_mv	Bogotá, Colombia
dc.publisher.branch.spa.fl_str_mv	Universidad Nacional de Colombia - Sede Bogotá
institution	Universidad Nacional de Colombia
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spelling	Atribución-NoComercial 4.0 Internacionalhttp://creativecommons.org/licenses/by-nc/4.0/info:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Rocha González, Jair Eduardo4f8345ff1cc463b6c9891a44d68262e8Fragua Niño, Flor Ángela3c67cc2ea406f0b23ad4bf21e09fbf9e2023-05-18T16:06:59Z2023-05-18T16:06:59Z2023-05-17https://repositorio.unal.edu.co/handle/unal/83820Universidad Nacional de ColombiaRepositorio Institucional Universidad Nacional de Colombiahttps://repositorio.unal.edu.co/ilustraciones, graficasGestionar la capacidad es un proceso que hace parte de la planeación estratégica de una organización para definir sus metas a largo, mediano o corto plazo. Un uso adecuado de la capacidad disponible permite a las empresas aumentar su eficiencia y productividad. Para las empresas de servicios no es una tarea fácil estimar su capacidad debido la variedad de recursos que deben contemplar y gestionar, las restricciones a satisfacer y la incertidumbre en la demanda de servicios. Por tanto, el presente trabajo se enfoca en un laboratorio de calidad de aguas, que en la actualidad no cuantifica su capacidad disponible, por lo que desconoce si se está haciendo una adecuada asignación de los recursos y la cantidad de ensayos que podría atender en un horizonte de planeación. Para el desarrollo del modelo, se realizó una caracterización de sus capacidades, se ejecuta el modelo en escenarios y se contrastan los resultados mediante indicadores de ocupación. Los resultados de los escenarios propuestos develan que el laboratorio tiene un alto porcentaje de capacidad ociosa, para lo cual a través de un análisis DOFA se proponen estrategias enfocadas a fortalecer aspectos que conlleven a que el laboratorio tenga una mayor demanda de servicios y por ende el uso de su capacidad aumente (Texto tomado de la fuente)Managing capacity is a process that is part of an organization's strategic planning to define its goals in the long, medium, or short term. Proper use of available capacity allows companies to increase their efficiency and productivity. However, it is challenging for service companies to estimate their capacity due to the variety of resources they must contemplate and manage, the restrictions to satisfy, and the uncertainty in demand for services. Therefore, the present work focuses on a water quality laboratory, which currently needs to quantify its available capacity, so it is unknown if an adequate allocation of resources is being made and the potential in terms of the number of tests. That could be addressed in a planning horizon. For the development of the model, a characterization of their capacities was carried out. The resulting model is executed in different scenarios, and the results are contrasted via occupancy indicators. The results of the proposed scenarios reveal that the laboratory has a high percentage of inoperative capacity. Through SWOT analysis, strategies are proposed focused on strengthening aspects that lead to the laboratory having a greater demand for services, and therefore the use of its capacity increases.MaestríaMagíster en Ingeniería IndustrialInvestigación de Operaciónxvii, 117 páginasapplication/pdfspaUniversidad Nacional de ColombiaBogotá - Ingeniería - Maestría en Ingeniería - Ingeniería IndustrialFacultad de IngenieríaBogotá, ColombiaUniversidad Nacional de Colombia - Sede Bogotá620 - Ingeniería y operaciones afinesCAPACIDAD INSTALADAIndustrial capacityGestión de capacidadCapacidad disponibleServicioLaboratorioEstrategiasCapacity managementAvailable capacityServiceLaboratoryStrategiesModelo matemático para la gestión de capacidad instalada en un laboratorio de análisis de aguasMathematical model for the management of installed capacity in a water analysis laboratoryTrabajo de grado - Maestríainfo:eu-repo/semantics/masterThesisinfo:eu-repo/semantics/acceptedVersionTexthttp://purl.org/redcol/resource_type/TMAarabi, M., & Hasanian, S. (2014). Capacity planning and control: a review. Int. Journal of Scientific & Engineering Research., 5(8), 975–984. Retrieved from http://www.ijser.orgAdenso‐Díaz, B., González‐Torre, P., & García, V. (2002). A capacity management model in service industries. International Journal of Service Industry Management, 13(3), 286–302. https://doi.org/10.1108/09564230210431983Almasarweh, M., Alsarairah, A., & Masa’deh, R. (2018). A Statistical Study to Determine the Production Capacity of Jordanian Pharmaceutical Companies based on the Number of Working Hours Using the Assignment Problem. Modern Applied Science, 12(11). https://doi.org/10.5539/mas.v12n11p301Armijo, M. (2011). Planificación Estratégica e indicadores de desempeño en el sector público. Cepal-Naciones Unidas, 105. Retrieved from http://www.cepal.org/ilpes/publicaciones/xml/8/44008/SM_69_MA.pdfAshayeri, J., & Selen, W. (2005). An application of a unified capacity planning system. International Journal of Operations & Production Management, 25(9), 917–937. https://doi.org/10.1108/01443570510613965Atamtürk, A., & Hochbaum, D. S. (2001). Capacity acquisition, subcontracting, and lot sizing. Management Science, 47(8), 1081–1100. https://doi.org/10.1287/mnsc.47.8.1081.10232Bai, J., Fügener, A., Schoenfelder, J., & Brunner, J. O. (2018). Operations research in intensive care unit management: a literature review. Health Care Management Science, 21(1). https://doi.org/10.1007/s10729-016-9375-1Bittencourt, O., Verter, V., & Yalovsky, M. (2018). Hospital capacity management based on the queueing theory. International Journal of Productivity and Performance Management, 67(2), 224–238. https://doi.org/10.1108/IJPPM-12-2015-0193Carro Paz, R., & Gónzalez Gómez, D. (2019). Administración Operaciones, Capacidad y distribución física. Argentina.Collier, D. A. (1980). A comparison of MRP lot sizing methods considering capacity change costs. Journal of Operations Management, 1(1), 23–29. https://doi.org/10.1016/0272-6963(80)90008-XElkhuizen, S. G., Bor, G., Smeenk, M., Klazinga, N. S., & Bakker, P. J. M. (2007). Capacity management of nursing staff as a vehicle for organizational improvement. BMC Health Services Research, 7. https://doi.org/10.1186/1472-6963-7-196Fragua Niño, F. Á., & Gamboa Quesada, J. A. (2017). Diseño de un Sistema de Gestión para un laboratorio de Análisis de Aguas de una Universidad (Universidad Sergio Arboleda). Retrieved from https://repository.usergioarboleda.edu.co/handle/11232/1150?show=fullFredery, S. H., & Lieberman, G. J. (2010). Introducción a la investigación de operaciones (9th ed.). McGRAW-HILLGass, S. I. (1983). Decision-Aiding Models: Validation, Assessment, and Related Issues for Policy Analysi. Operations Research, 31:603-631.Guoxuan, M., & Demeulemeester, E. (2013). A Multilevel Integrative Approach to Hospital Case Mix and Capacity Planning. Computers and Operations Research, 40(9), 2198–2207. https://doi.org/10.2139/ssrn.1996483Gupta, A. (2006). Simulation Modeling and Analysis (4th ed.). New York: McGraw-HillGür, Ş., & Eren, T. (2018). Application of Operational Research Techniques in Operating Room Scheduling Problems: Literature Overview. Journal of Healthcare Engineering, Vol. 2018. https://doi.org/10.1155/2018/5341394Hillier, F. y L. (2002). Investigación de Operaciones (7th ed.; Interamericana editores, Ed.). México: McGrawHil.Jacquillat, A., & Odoni, A. R. (2015). An Integrated Scheduling and Operations Approach to Airport Congestion Mitigation. Operations Research, 63(6), 1390–1410. https://doi.org/10.1287/opre.2015.1428Kalenatic, D., López-Bello, C. A., & González-Rodríguez, L. J. (2006). Modelo de planeación de capacidades utilizando programación fraccional lineal en un contexto de múltiples criterios de decisión. In Ingeniería, ISSN-e 0121-750X, Vol. 11, No. 2, 2006, págs. 48-60 (Vol. 11). Universidad Distrital Francisco Jose de CaldasKalenatic, D., López Bello, C. A., & González Rodríguez, L. J. (2005). Modelo de medición, análisis, planeación y programación de capacidades en un contexto de múltiples criterios de decisión. In Ingeniería, ISSN-e 0121-750X, Vol. 10, No. 2, 2005, págs. 57-66 (Vol. 10). Universidad Distrital Francisco Jose de CaldasKalenatic, D., López Bello, C. A., & González Rodríguez, L. J. (2009). Modelo de ampliación de la capacidad productiva Dusko. In Ingeniería, ISSN-e 0121-750X, Vol. 14, No. 2, 2009, págs. 67-77 (Vol. 14). Universidad Distrital Francisco Jose de Caldas.Karuppan, C. M., & Dunlap, N. E. (2016). Operations Management in Healthcare : Strategy and Practice OPERATIONS MANAGEMENT IN HEALTHCARE : Strategy & Practice Missouri State University Michael R . Waldrum Vidant Health Nancy E . Dunlap National Governors Association Center for Best Practices Sch. (November 2018). https://doi.org/10.1891/9780826126535Khan, M. R., & Callahan, B. B. (1993). Planning laboratory staffing with a queueing model. European Journal of Operational Research, 67(3), 321–331. https://doi.org/10.1016/0377-2217(93)90288-XKolisch, R., & Sickinger, S. (2008). Providing radiology health care services to stochastic demand of different customer classes. OR Spectrum, 30(2), 375–395. https://doi.org/10.1007/s00291-007-0116-1Lantz, B., & Rosén, P. (2016). Measuring effective capacity in an emergency department. Journal of Health Organization and Management, 30(1), 73–84. https://doi.org/10.1108/JHOM-05-2014-0074Lovelock, C. (1992). Seeking synergy in service operations: Seven things marketers need to know about service operations. European Management Journal, 10 No.1(0263–2373)Neumaier, A., Shcherbina, O., Huyer, W., & Vinkó, T. (2005). A comparison of complete global optimization solvers. Mathematical Programming, 103(2), pag.335-356.Ng, I. C. L., Wirtz, J., & Lee, K. S. (1999). The strategic role of unused service capacity. International Journal of Service Industry Management, 10(2), 211–238. https://doi.org/10.1108/09564239910264352Noyan Ogulata, S., Oya Cetik, M., Koyuncu, E., & Koyuncu, M. (2009). A Simulation Approach for Scheduling Patients in the Department of Radiation Oncology. Jurnal of Medical Systems, 33:233. https://doi.org/10.1007/s10916-008-9184-2Pardede, A. M. H., Zarlis, M., Mawengkang, H., & Tulus, T. (2019). Limited resources optimization of health care services with a linear integer programming approach. Journal of Theoretical and Applied Information Technology, 97 (12), 3513–3525.Patrick, J., & Puterman, M. L. (2008). Reducing Wait Times through Operations Research: Optimizing the Use of Surge Capacity. Healthcare Policy = Politiques de Sante, 3(3), 75–88.Resenwein, J. ., & Duder, M. (2001). Towards “zero abandonments” in call center performance. European Journal of Operational Research, 135(1), 50–56. https://doi.org/10.1016/S0377-2217(00)00289-7Ryals, L. J., & Knox, S. (2005). 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Journal of Consumer Marketing, 23(7), 430–437. https://doi.org/10.1108/07363760610712975EstudiantesLICENSElicense.txtlicense.txttext/plain; charset=utf-85879https://repositorio.unal.edu.co/bitstream/unal/83820/1/license.txteb34b1cf90b7e1103fc9dfd26be24b4aMD51ORIGINAL1012326490.2023.pdf1012326490.2023.pdfTesis en Maestría en Ingeniería Industrialapplication/pdf1733760https://repositorio.unal.edu.co/bitstream/unal/83820/2/1012326490.2023.pdfca87c7caa2a569500d73b17d6249c1b4MD52THUMBNAIL1012326490.2023.pdf.jpg1012326490.2023.pdf.jpgGenerated Thumbnailimage/jpeg4675https://repositorio.unal.edu.co/bitstream/unal/83820/3/1012326490.2023.pdf.jpg215f48a49fda67a75ef166e9a06d44baMD53unal/83820oai:repositorio.unal.edu.co:unal/838202023-08-04 23:04:50.215Repositorio Institucional Universidad Nacional de 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