Staffing decisions for heterogeneous workers with turnover

Mathematical Methods of Operations Research

Volumn 62, Issue 3, 2005, Pages 499-514

  Ahn, Hyun Soo ^a   Righter, Rhonda ^b   Shanthikumar, J George ^b  

^a UNIVERSITY OF MICHIGAN   (United States)

^b DEPARTMENT OF INDUSTRIAL ENGINEERING AND OPERATIONS RESEARCH   (United States)

Author keywords

Discrete optimization; Dynamic programming; Multimodularity; Optimal staffing

Indexed keywords

DYNAMIC PROGRAMMING; EMPLOYMENT; OPTIMIZATION; PERSONNEL;

MULTIMODULARITY; OPTIMAL STAFFING;

DECISION THEORY;

EID: 28544435680     PISSN: 14322994     EISSN: 14325217     Source Type: Journal    
DOI: 10.1007/s00186-005-0033-5     Document Type: Conference Paper

References (33)

1. Almaan E, Gaujal B, Hordijk A (2000) Multimodularity, convexity, and optimizations properties. Math Oper Res 25:324-347
2. Armony M, Maglaris C (2003) On customer contact centers with a call-back option: customer decisions, routing rules, and system design. Oper Res 52:271-292
3. Bartholomew DJ, Forbes AF, McClean SI (1991) Statistical techniques for manpower planning, 2nd edn. Wiley, New York
4. Berman O, Larson RC (1994) Determining optimal pool size of a temporary call-in work force. Eur J Oper Res 73:55-64
5. Bordoloi SK, Matsuo H (2001) Human resource planning in knowledge-intensive operations: a model for learning with stochastic turnover. Eur J Oper Res 130:169-189
6. Borst S, Seri P (1999) Robust algorithms for sharing agents with multiple skills. Working paper, Bell Laboratories, Lucent Technologies, Murray Hill, NJ
7. Dixit A (1997) Investment and employment dynamics in the short run and the long run. Oxford Econ Pap 49:1-20
8. Eberly JC, van Mieghem JA (1997) Multi-factor dynamic investment under uncertainty. J Econ Theory 75:345-387
9. Fine CH, Freund RM (1990) Optimal investment in product-flexible manufacturing capacity. Manage Sci 36:449-466
10. Gans N, Koole G, Mandelbaum A (2003) Telephone call centers: tutorial, review, and research prospects. Manuf Serv Oper Manage 5:79-141
11. Gans N, Zhou Y-P (2002) Managing learning and turnover in employee staffing. Oper Res 50:991-1006
12. Hajek B (1985) Extremal splittings of point processes. Math Oper Res 10:543-556
13. Harrison JM, van Mieghem JA (1999) Multi-resource investment strategies: operational hedging under demand uncertainty. Eur J Oper Res 113:17-29
14. Harrison JM, Zeevi A (2003) A method for staffing large call centers based on stochastic fluid models (preprint)
15. Karlin S (1968) Total positivity, vol 1. Stanford University Press, Stanford
16. Koole G, Mandelbaum A (2002) Queueing models of call centers: an introduction. Ann Oper Res 113:41-59
17. Koole G, Pot A, Talim J (2003) Routing heuristics for multi-skill call centers. In: Proceedings of the 2003 winter simulation conference
18. Larson RC, Pinker EJ (2000) Staffing challenges in financial services. In: Melnick EL, Nayyar PR, Pinedo ML, Seshadri S (eds). Creating value in financial services: strategies, operations, and technologies, vol 17. Kluwer, Boston, pp 327-356
19. Mandelbaum A (2003) Call centers: research bibliography with abstracts. Downloadable from: http://ie.technion.ac.il/serveng
20. Murota K (2003) Discrete convex analysis. SIAM, Philadelphia
21. Murota K (2004) Note on multimodularity and L-convexity, report METR 2004-31. Department of Mathematical Informatics, The University of Tokyo, Tokyo, Japan
22. Misra S, Pinker E, Shumsky RA (2003) Sizing and structuring a slaesforce in the presence of job flexibility and experience-based learning (preprint)
23. Narongwanich W, Duenyas I, Birge JR (2003) Optimal portfolio of reconfigurable and dedicated capacity under uncertainty (preprint)
24. Netessine S, Dobson G, Shumsky RA (2002) Flexible service capacity: optimal investment and the impact of demand correlation. Oper Res 50:375-388
25. Perry M, Nilsson A (1994) Performance modeling of automatic call distributors: operator services staffing with heterogeneous positions. In: Proceedings of the 14th international teletraffic congress, ITC-14. Elsevier, Amsterdam, pp 1023-1032
26. Pinedo M, Seshadri S, Shanthikumar JG (2000) Call centers in financial services: strategies, technologies and operations. In: Melnick EL, Nayyar PR, Pinedo ML, Seshadri S (eds). Creating value in financial services: strategies, operations, and technologies, vol 18. Kluwer, Boston, pp 357-388
27. Pinker EJ, Larson RC (2003) Optimizing the use of contingent labor when demand is uncertain. Eur J Oper Res 144:39-55
28. Pinker EJ, Shumsky RA (2000) The efficiency-quality trade-off of cross-trained workers. Manuf Serv Oper Manage 2:32-48
29. Schmidt CP, Nahmias S (2003) Workforce planning under uncertainty (preprint)
30. Shumsky RA, Zhang F (2003) Dynamic capacity management with substitution (preprint)
31. van Mieghem JA (1998) Investment strategies for flexible resources. Manage Sci 44:1071-1078
32. van Mieghem JA (2002) Capacity portfolio investment and hedging: review and new directions (preprint)
33. van Mieghem JA, Rudi N (2002) Newsvendor networks: inventory management and capacity investment with discretionary activities. Manuf Serv Oper Manage 4:313-335