Analyses the characteristics of qualifications and evaluates their impact on the functioning of the labour market.

This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...

ORTEC is a Netherlands-based software company selling decision support systems based on operations research models. One of her products is HARMONY, a workforce scheduling package. We developed a model to predict its return on investment for a specific customer. The model uses a database of...

We address the staff rostering problem in call centers with the goal of balancing operational cost, agent satisfaction and customer service objectives. In metropolitan cities such as Istanbul and Mumbai, call centers provide the transportation of their staff so that shuttle costs constitute a...

This paper presents a method for constructing the workforce schedules of an aircraft maintenance company. The method integrates both the stang and the scheduling decision. We formulate the optimization problem using a mixed integer linear programming approach and solve it heuristically using a...

This paper presents an effective solution strategy for an important category of personnel scheduling problems. Specifically, we address the restricted starting-time tour-scheduling problem (RSTP), which involves the determination of the hours of the day (shifts) and days of the week (days on)...

This paper presents a compact integer-programming model for large-scale continuous tour scheduling problems that incorporate meal-break window, start-time band, and start-time interval policies. For practical scheduling environments, generalized set-covering formulations (GSCFs) of such problems...

Novel workweek arrangements have gained acceptance in many seven-days-a-week operations, such as hospitals and data processing centers. This note considers a multiple-shift workforce scheduling scenario for seven-days-a-week operations under a workweek arrangement called the 3--4 workweek. Our...