The capacity of a runway system represents a bottleneck at many international airports. The current practice at airports is to land approaching aircraft on a first-come, first-served basis. An active rescheduling of aircraft landing times increases runway capacity or reduces delays. The problem...

In practice, call center service levels are reported over periods of finite length that are usually no longer than 24 hours. In such small periods the service level has a large variability. It is therefore not sufficient to base staffing decisions only on the expected service level. In this...

This research addresses a shift scheduling problem in which physicians are assigned to demand periods. We develop a reduced set covering approach that requires shift templates to be generated for a single day and compare it to an implicit modeling technique where shift-building rules are...

This paper analyzes the performance of call centers with impatient customers, two levels of support, and an overflow mechanism. Waiting calls from the front-office queue – if not reneging – are sent to the back office if at least one back-office agent is available and if a certain threshold...

This paper analyzes the Steiner–Weber-Problem with piecewise linear or piecewise constant transportation costs. These non-differentiable cost functions are analyzed using different one-step and dynamic linearization methods, which are based on approximations via average and marginal costs. An...

This paper proposes a new approach for the time-dependent analysis of stochastic and non-stationary queueing systems. The analysis of a series of stationary queueing models leads to a new approximation of time-dependent performance measures. Based on a stationary backlog-carryover (SBC)...

This paper addresses operation models for workforce planning for check-in systems at airports. We characterize different tasks of the hierarchical workforce planning problem with time-dependent demand. A binary linear programming formulation is developed for the fortnightly tour scheduling...

Das Buch stellt die Grundlagen des Operations Management im Call Center anwendungsorientiert dar. Hierbei zielen die Autoren vorrangig auf Inbound Call Center ab, bei denen die Anrufe von außen eingehen. Im Vordergrund steht der Prozess der Leistungserstellung im Call Center. Zunächst wird die...

The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of offered phones lines are decision...