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Cross-training workers in Dual Resource Constrained systems with heterogeneous processing times
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  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 1995Principles on the Benefits of Manufacturing Process Flexibility827 cited
  • 1977Queueing Systems, Vol. II: Computer Applications.308 cited
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  • 1972Regenerative processes in the theory of queues, with applications to the alternating-priority queue113 cited
  • 1987Perspectives on Queues: Combining Queues is Not Always Beneficial

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  • 2012The relationship between operating efficiency and service quality: are they compatible?69 cited