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A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty

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Main Author: Ta, Thuy Anh
Other Authors: Chan, Wyean
Format: Article
Language:English
Published: European Journal of Operational Research 2021
Subjects:
Stochastic programming
Simulation
Stochastic optimization
L-shaped decomposition
Online Access:https://www.sciencedirect.com/science/article/abs/pii/S037722172031095X?via%3Dihub#!
https://dlib.phenikaa-uni.edu.vn/handle/PNK/1857
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spelling oai:localhost:PNK-18572022-08-17T05:54:43Z A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty Ta, Thuy Anh Chan, Wyean Bastin, Fabian L’Ecuyer, Pierre Stochastic programming Simulation Stochastic optimization L-shaped decomposition Q1 We study a solution approach for a staffing problem in multi-skill call centers. The objective is to find a minimal-cost staffing solution while meeting a target level for the quality of service to customers. We consider a common situation in which the arrival rates are unobserved random variables for which preliminary forecasts are available in a first stage when making the initial staffing decision. In a second stage, more accurate forecasts are obtained and the staffing may have to be modified at a cost, to meet the constraints. This leads to a challenging two-stage stochastic optimization problem in which the quantities involved in the (nonlinear) constraints can only be estimated via simulation, so several independent simulations are required for each first-level scenario. We propose a solution approach that combines sample average approximation with a decomposition method. We provide numerical illustrations to show the practical efficiency of our approach. The proposed method could be adapted to several other staffing problems with uncertain demand, e.g., in retail stores, restaurants, healthcare facilities, and other types of service systems. 2021-06-18T04:05:44Z 2021-06-18T04:05:44Z 2021 Article Working Paper https://www.sciencedirect.com/science/article/abs/pii/S037722172031095X?via%3Dihub#! https://dlib.phenikaa-uni.edu.vn/handle/PNK/1857 10.1016/j.ejor.2020.12.049 en European Journal of Operational Research
institution Digital Phenikaa
collection Digital Phenikaa
language English
topic Stochastic programming
Simulation
Stochastic optimization
L-shaped decomposition
spellingShingle Stochastic programming
Simulation
Stochastic optimization
L-shaped decomposition
Ta, Thuy Anh
A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
description Q1
author2 Chan, Wyean
author_facet Chan, Wyean
Ta, Thuy Anh
format Article
author Ta, Thuy Anh
author_sort Ta, Thuy Anh
title A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
title_short A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
title_full A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
title_fullStr A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
title_full_unstemmed A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
title_sort simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
publisher European Journal of Operational Research
publishDate 2021
url https://www.sciencedirect.com/science/article/abs/pii/S037722172031095X?via%3Dihub#!
https://dlib.phenikaa-uni.edu.vn/handle/PNK/1857
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score 8.887836

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