A Case Study of Encoder Shift Scheduling under Uncertainty

This paper illustrates a shift scheduling procedure for a commercial bank's encoder work force for check processing in the presence of daily work load uncertainty. The author presents a chance constraint model for determining the appropriate safety capacity, analogous to safety stock in inventory theory, to meet varying volume demands when forecast errors are present. A series of tests are conducted to evaluate the model's performance under different operating costs, forecast errors, and volume arrival rates, which are based on data collected at Chemical Bank. The results indicate this model provides low cost solutions. This study provides two contributions to managers and management scientists. First, even though the paper illustrates the encoder work force shift scheduling decision, the methodology presented can be extended to other service oriented organizations. The main elements that need to be present are: varying between day work loads, varying within day work loads, uncertainty in estimating work loads, and critical deadlines at specific times during the day. And second, a classification scheme is developed which indicates how the general shift scheduling problem in service organizations can be viewed. This classification system helps to structure this complex problem and indicates how this proposed procedure contributes to this important area.