125
Views
0
CrossRef citations to date
0
Altmetric
Research Articles

Manpower scheduling of hospital call center: a multi-objective multi-stage optimization approach

ORCID Icon, ORCID Icon, ORCID Icon & ORCID Icon

References

  • Ağralı, S., Taşkın, Z. C., & Ünal, A. T. (2017). Employee scheduling in service industries with flexible employee availability and demand. Omega, 66, 159–169. https://doi.org/10.1016/j.omega.2016.03.001
  • Altner, D. S., Rojas, A. C., & Servi, L. D. (2018). A two-stage stochastic program for multi-shift, multi-analyst, workforce optimization with multiple on-call options. Journal of Scheduling, 21(5), 517–531. https://doi.org/10.1007/s10951-017-0554-9
  • Álvarez, E., Ferrer, J. C., Muñoz, J. C., & Henao, C. A. (2020). Efficient shift scheduling with multiple breaks for full-time employees: A retail industry case. Computers & Industrial Engineering, 150, 106884. https://doi.org/10.1016/j.cie.2020.106884
  • Avramidis, A. N., Chan, W., Gendreau, M., L’ecuyer, P., & Pisacane, O. (2010). Optimizing daily agent scheduling in a multiskill call center. European Journal of Operational Research, 200(3), 822–832. https://doi.org/10.1016/j.ejor.2009.01.042
  • Brucker, P., Qu, R., & Burke, E. (2011). Personnel scheduling: Models and complexity. European Journal of Operational Research, 210(3), 467–473. https://doi.org/10.1016/j.ejor.2010.11.017
  • Cordone, R., Piselli, A., Ravizza, P., & Righini, G. (2011). Optimization of multi-skill call centers contracts and work-shifts. Service Science, 3(1), 67–81. https://doi.org/10.1287/serv.3.1.67
  • Dietz, D. C. (2011). Practical scheduling for call center operations. Omega, 39(5), 550–557. https://doi.org/10.1016/j.omega.2010.12.001
  • Henao, C. A., Muñoz, J. C., & Ferrer, J. C. (2019). Multiskilled workforce management by utilizing closed chains under uncertain demand: A retail industry case. Computers & Industrial Engineering, 127, 74–88. https://doi.org/10.1016/j.cie.2018.11.061
  • Henao, C. A., Batista, A., Porto, A. F., & González, V. I. (2022). Multiskilled personnel assignment problem under uncertain demand: A benchmarking analysis. Mathematical Biosciences and Engineering: MBE, 19(5), 4946–4975. https://doi.org/10.3934/mbe.2022232
  • Liu, C., Li, Z., Tang, J., Wang, X., & Yao, M. J. (2022). How SERU production system improves manufacturing flexibility and firm performance: An empirical study in China. Annals of Operations Research, 316(1), 529–554. https://doi.org/10.1007/s10479-020-03850-y
  • Mattia, S., Rossi, F., Servilio, M., & Smriglio, S. (2017). Staffing and scheduling flexible call centers by two-stage robust optimization. Omega, 72, 25–37. https://doi.org/10.1016/j.omega.2016.11.001
  • Mac-Vicar, M., Ferrer, J. C., Muñoz, J. C., & Henao, C. A. (2017). Real-time recovering strategies on personnel scheduling in the retail industry. Computers & Industrial Engineering, 113, 589–601. https://doi.org/10.1016/j.cie.2017.09.045
  • Mikaeili, M., Erekat, A., Lee, J., & Khasawneh, M. (2018). Manpower planning framework for a hospital contact center with service level requirements using integer programming. In Proceedings of the 2018 IIE Annual Conference, Orlando, FL, USA, May 19–22, 2018 (pp. 453–458).
  • Nah, J. E., & Kim, S. (2013). Workforce planning and deployment for a hospital reservation call center with abandonment cost and multiple tasks. Computers & Industrial Engineering, 65(2), 297–309. https://doi.org/10.1016/j.cie.2012.12.024
  • Nobil, A. H., Sharifnia, S. M. E., & Cárdenas-Barrón, L. E. (2022). Mixed integer linear programming problem for personnel multi-day shift scheduling: A case study in an Iran hospital. Alexandria Engineering Journal, 61(1), 419–426. https://doi.org/10.1016/j.aej.2021.06.030
  • Porto, A. F., Henao, C. A., López-Ospina, H., & González, E. R. (2019). Hybrid flexibility strategy on personnel scheduling: Retail case study. Computers & Industrial Engineering, 133, 220–230. https://doi.org/10.1016/j.cie.2019.04.049
  • Rijal, A., Bijvank, M., Goel, A., & de Koster, R. (2021). Workforce scheduling with order-picking assignments in distribution facilities. Transportation Science, 55(3), 725–746. https://doi.org/10.1287/trsc.2020.1029
  • Robbins, T. R., & Harrison, T. P. (2010). A stochastic programming model for scheduling call centers with global service level agreements. European Journal of Operational Research, 207(3), 1608–1619. https://doi.org/10.1016/j.ejor.2010.06.013
  • Serper, N., Elif, Ş. E. N., & Çalış, B. (2022). Discrete event simulation model performed with data analytics for a call center optimization. Istanbul Business Research, 0(0), 0–0. https://doi.org/10.26650/ibr.2022.51.951646
  • Ta, T. A., Chan, W., Bastin, F., & L’Ecuyer, P. (2021). A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty. European Journal of Operational Research, 293(3), 966–979. https://doi.org/10.1016/j.ejor.2020.12.049
  • Um-In, N., & Tharmmaphornphilas, W. (2017). Agent scheduling of call center using decomposition technique. In IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), December 10 – 13, 2017 (pp. 80–84).
  • Van den Bergh, J., Beliën, J., De Bruecker, P., Demeulemeester, E., & De Boeck, L. (2013). Personnel scheduling: A literature review. European Journal of Operational Research, 226(3), 367–385. https://doi.org/10.1016/j.ejor.2012.11.029

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.