Dynamic Control of a Make-to-Order Parallel-Server System with Cancellations

Motivated by make-to-order production systems, we consider a dynamic control problem for a multiclass, parallel-server queueing system. The production system serves multiple classes of customers who require rigid due-date lead times and may cancel their order subject to a cancellation penalty. To meet the due-date constraints, a system manager may outsource orders when the backlog of work is judged excessive, thereby incurring outsourcing costs. The system manager strives to minimize long-run average costs by dynamically making outsourcing and resource allocation decisions. Under heavy traffic conditions the scheduling problem is approximated by a Brownian control problem. Interpreting the solution of the Brownian control problem in the context of the original queueing system, a non-greedy outsourcing and resource allocation policy is proposed. A simulation experiment is performed to demonstrate the effectiveness of this policy.