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http://hdl.handle.net/1942/30456
Title: | Staffing and scheduling under nonstationary demand for service: A literature review | Authors: | Defraeye, M VAN NIEUWENHUYSE, Inneke |
Issue Date: | 2016 | Publisher: | PERGAMON-ELSEVIER SCIENCE LTD | Source: | OMEGA-INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE, 58 , p. 4 -25 | Abstract: | 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. | Keywords: | Nonstationary arrival process;Staffing and scheduling;Personnel planning;Performance evaluation;Capacity analysis;Optimization | Document URI: | http://hdl.handle.net/1942/30456 | ISSN: | 0305-0483 | e-ISSN: | 1873-5274 | DOI: | 10.1016/j.omega.2015.04.002 | ISI #: | WOS:000364248700002 | Rights: | 2015 Elsevier Ltd. All rights reserved. | Category: | A1 | Type: | Journal Contribution |
Appears in Collections: | Research publications |
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OMEGA_publishedarticle_May2015.pdf Restricted Access | Published version | 707.61 kB | Adobe PDF | View/Open Request a copy |
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