Article1987

A METHODOLOGY FOR LABOR SCHEDULING IN A SERVICE OPERATING SYSTEM

Stephen E. Bechtold · Michael J. Showalter

59 citations0/0 files storedDecision Sciences

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Abstract

ABSTRACT In the increasingly competitive services sector, utilization of the labor force can make the difference between profits or losses. Until recently, service operations managers had a limited set of tools, most of them computer‐based, for scheduling labor. This paper offers a manual heuristic for labor scheduling that outperforms traditional algorithmic solution approaches. Specifically, this study examines the problem of scheduling employees in service delivery system subject to demand variability. The manual heuristic proposed asigns full‐time empolyees to weekly work schedules with the objective of minimizing the total number of labor hours scheduled. The performance of the manual heuristic is compared to the classical algorithmic solution and to a lower bound for a variety of demand distributions and system operating conditions. The heuristic is shown to produce a smaller work force than the classical approach in 106 of the 108 demand‐operating condition patterns examined.

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References

1983The Customer Contact Model for Organization Design 1954Traffic Delays at Toll Booths 1976Workforce Allocation in Cyclical Scheduling Problems: A Survey 1983Simple Approaches to Shift, Days-Off and Tour Scheduling Problems 1981The Service Sector of the U.S. Economy

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1998Freight Handling Personnel Scheduling at Air Cargo Terminals 2004Using Benders Decomposition to Implicitly Model Tour Scheduling 1996A Stochastic Goal Program for Employee Scheduling 1995Labor scheduling using NPV estimates of the marginal benefit of additional labor capacity 1997Overtime schedules for full-time service workers 2001An integer programming model for the weekly tour scheduling problem

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