Dynamic capacity reservation and due date quoting in a make-to-order system

We consider a make-to-order manufacturer facing random demand from two classes of customers. We develop an integrated model for reserving capacity in anticipation of future order arrivals from high priority customers and setting due dates for incoming orders. Our research exhibits two distinct features: (1) we explicitly model the manufacturer's uncertainty about the customers' due date preferences for future orders; and (2) we utilize a service level measure for reserving capacity rather than estimating short and long term implications of due date quoting with a penalty cost function. We identify an interesting effect (‘t-pooling’) that arises when the (partial) knowledge of customer due date preferences is utilized in making capacity reservation and order allocation decisions. We characterize the relationship between the customer due date preferences and the required reservation quantities and show that not considering the t-pooling effect (as done in traditional capacity and inventory rationing literature) leads to excessive capacity reservations. Numerical analyses are conducted to investigate the behavior and performance of our capacity reservation and due date quoting approach in a dynamic setting with multiple planning horizons and roll-overs. One interesting and seemingly counterintuitive finding of our analyses is that under certain conditions reserving capacity for high priority customers not only improves high priority fulfillment, but also increases the overall system fill rate.