This paper describes the staffing and scheduling of IT help desk operators for a large petrochemical company. The objective is to reduce the labour cost by determining the best staffing level and employee weekly tour schedules required to meet the workload that varies over a 24-hr operating...

This paper describes the staffing and scheduling of IT help desk operators for a large petrochemical company. The objective is to reduce the labour cost by determining the best staffing level and employee weekly tour schedules required to meet the workload that varies over a 24-hr operating...

Manufacturers and their distributors must cope with an increased flow of returned products from their customers. The value of commercial product returns, which we define as products returned for any reason within 90 days of sale, now exceeds $100 billion annually in the United States. Although...

We study a service system modelled as a single server queuing system where request for service either can be processed at the service system or by a subcontractor. In the former case the customer is incurred waiting costs but the service is free, while in the latter case the customer must pay...

We study a service system modelled as a single server queuing system where request for service either can be processed at the service system or by a subcontractor. In the former case the customer is incurred waiting costs but the service is free, while in the latter case the customer must pay...

Split-case sorting systems are used in many retail supply chains where items must be distributed in less-than-case quantities, such as orders shipped directly to customers by catalogers and e-tailers or shipments made in less-than-case quantities from a distribution center to a retail store....