Staffing and scheduling under nonstationary demand for service: A literature review

被引：109

作者：

Defraeye, Mieke ^{[1
]}

Van Nieuwenhuyse, Inneke ^{[1
]}

机构：

[1] Katholieke Univ Leuven, Dept Decis Sci & Informat Management, Res Ctr Operat Management, B-3000 Leuven, Belgium

来源：

OMEGA-INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE | 2016年 / 58卷

关键词：

Nonstationary arrival process; Staffing and scheduling; Personnel planning; Performance evaluation; Capacity analysis; Optimization; DISCRETE-EVENT SIMULATION; POINTWISE STATIONARY APPROXIMATION; TELEPHONE CALL CENTER; TIME-VARYING DEMAND; HEALTH-CARE; MULTISERVER QUEUES; QUEUING MODELS; ARRIVAL RATE; CUSTOMER ABANDONMENT; ASYMPTOTIC ANALYSIS;

D O I：

10.1016/j.omega.2015.04.002

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

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.

引用

页码：4 / 25

页数：22

共 211 条

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