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Labor staffing and scheduling models for controlling service levels

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  • Gary M. Thompson

Abstract

The problems of labor staffing and scheduling have received substantial attention in the literature. We introduce two new models of the labor staffing and scheduling problems that avoid the limitations of existing models. Collectively, the models have five important attributes. First, both models ensure the delivery of a minimally acceptable level of service in all periods. Second, one model can identify the least expensive way of delivering a specified aggregate level of customer service (the labor staffing problem and a form of labor scheduling problem). Third, the other model can identify the highest level of service attainable with a fixed amount of labor (the other form of the labor scheduling problem). Fourth, the models enable managers to identify the pareto relationship between labor costs and customer service. Fifth, the models allow a degree of control over service levels that is unattainable with existing models. Because of these attributes, which existing models largely do not possess, we expect these models to have broad applicability in a wide range of organizations operating in both competitive and noncompetitive environments. © 1997 John Wiley & Sons, Inc. Naval Research Logistics 44: 719–740, 1997

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  • Gary M. Thompson, 1997. "Labor staffing and scheduling models for controlling service levels," Naval Research Logistics (NRL), John Wiley & Sons, vol. 44(8), pages 719-740, December.
    • Handle: RePEc:wly:navres:v:44:y:1997:i:8:p:719-740
    DOI: 10.1002/(SICI)1520-6750(199712)44:83.0.CO;2-D
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    Cited by:

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    2. Linda V. Green & Peter J. Kolesar & João Soares, 2001. "Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands," Operations Research, INFORMS, vol. 49(4), pages 549-564, August.
    3. Stefan Helber & Raik Stolletz & Sophie Bothe, 2005. "Erfolgszielorientierte Agentenallokation in Inbound Call-Centern," Schmalenbach Journal of Business Research, Springer, vol. 57(1), pages 3-32, February.
    4. Jiun-Yan Shiau & Ming-Kung Huang & Chu-Yi Huang, 2020. "A Hybrid Personnel Scheduling Model for Staff Rostering Problems," Mathematics, MDPI, vol. 8(10), pages 1-20, October.
    5. Kwangji Kim & Mi-Jung Kim & Jae-Kyoon Jun, 2020. "Small Queuing Restaurant Sustainable Revenue Management," Sustainability, MDPI, vol. 12(8), pages 1-14, April.
    6. Oyku Ahipasaoglu & Nesim Erkip & Oya Ekin Karasan, 2019. "The venue management problem: setting staffing levels, shifts and shift schedules at concession stands," Journal of Scheduling, Springer, vol. 22(1), pages 69-83, February.

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