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SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera

Author

Listed:
  • Daniele Vigo

    (University of Bologna, 40136 Bologna, Italy; and Optit srl, 40026 Imola, Italy)

  • Claudio Caremi

    (Optit srl, 40026 Imola, Italy)

  • Angelo Gordini

    (Optit srl, 40026 Imola, Italy)

  • Sandro Bosso

    (Hera Comm srl, Gruppo Hera, 40026 Imola, Italy)

  • Giuseppe D’Aleo

    (Hera Comm srl, Gruppo Hera, 40026 Imola, Italy)

  • Beatrice Beleggia

    (Hera Comm srl, Gruppo Hera, 40026 Imola, Italy)

Abstract

In this paper, we discuss a decision support system for optimizing staff management of desk customer relations services at Hera, a large Italian multiutility company. The system, SPRINT, which is based on state-of-the-art demand forecasting, implements a novel two-phase optimization procedure based on adaptive staffing. The processes developed proved to be superior to other state-of-the-art approaches. After using the system for two years, Hera has considerably improved its planning and management processes, achieved a significant level-of-service improvement of its desk customer services, and substantially increased staff productivity.

Suggested Citation

  • Daniele Vigo & Claudio Caremi & Angelo Gordini & Sandro Bosso & Giuseppe D’Aleo & Beatrice Beleggia, 2014. "SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera," Interfaces, INFORMS, vol. 44(5), pages 461-479, October.
    • Handle: RePEc:inm:orinte:v:44:y:2014:i:5:p:461-479
    DOI: 10.1287/inte.2014.0763
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    References listed on IDEAS

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    Cited by:

    1. Sanjay L. Ahire, 2023. "McLeod Health Optimizes Staffing for Patient Room Cleaning," Interfaces, INFORMS, vol. 53(2), pages 155-168, March.

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