期刊
OMEGA-INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE
卷 58, 期 -, 页码 4-25出版社
PERGAMON-ELSEVIER SCIENCE LTD
DOI: 10.1016/j.omega.2015.04.002
关键词
Nonstationary arrival process; Staffing and scheduling; Personnel planning; Performance evaluation; Capacity analysis; Optimization
资金
- Research Foundation-Flanders (FWO) [G.0547.09]
Many service systems display nonstationary demand: the number of customers fluctuates over time according to a stochastic though to some extent predictable pattern. To safeguard the performance of such systems, adequate personnel capacity planning (i.e., determining appropriate staffing levels and/or shift schedules) is often crucial. This paper provides a state-of-the-art literature review on staffing and scheduling approaches that account for nonstationary demand. Among references published during 1991-2013, it is possible to categorize relevant contributions according to system assumptions, performance evaluation characteristics, optimization approaches and real-life application contexts. Based on their findings, the authors develop recommendations for further research. (C) 2015 Elsevier Ltd. All rights reserved.
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