European Journal of Operational Research
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 f...
Lưu vào:
| Tác giả chính: | , , , |
|---|---|
| Định dạng: | Bài trích |
| Ngôn ngữ: | eng |
| Nhà xuất bản: |
European Journal of Operational Research
2021
|
| Chủ đề: | |
| Truy cập trực tuyến: | https://www.sciencedirect.com/science/article/abs/pii/S037722172031095X?via%3Dihub https://dlib.phenikaa-uni.edu.vn/handle/PNK/2856 https://doi.org/10.1016/j.ejor.2020.12.049 |
| Từ khóa: |
Thêm từ khóa
Không có từ khóa, Hãy là người đầu tiên đánh dấu biểu ghi này!
|
| id |
oai:localhost:PNK-2856 |
|---|---|
| record_format |
dspace |
| spelling |
oai:localhost:PNK-28562022-08-17T05:54:48Z European Journal of Operational Research Thuy Anh Ta Wyean Chan Fabian Bastin Pierre L’Ecuyer Stochastic programming Simulation Stochastic optimization 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. 2021-09-14T07:14:54Z 2021-09-14T07:14:54Z 2021 Bài trích https://www.sciencedirect.com/science/article/abs/pii/S037722172031095X?via%3Dihub https://dlib.phenikaa-uni.edu.vn/handle/PNK/2856 https://doi.org/10.1016/j.ejor.2020.12.049 eng European Journal of Operational Research |
| institution |
Digital Phenikaa |
| collection |
Digital Phenikaa |
| language |
eng |
| topic |
Stochastic programming Simulation Stochastic optimization |
| spellingShingle |
Stochastic programming Simulation Stochastic optimization Thuy Anh Ta Wyean Chan Fabian Bastin Pierre L’Ecuyer European Journal of Operational Research |
| description |
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. |
| format |
Bài trích |
| author |
Thuy Anh Ta Wyean Chan Fabian Bastin Pierre L’Ecuyer |
| author_facet |
Thuy Anh Ta Wyean Chan Fabian Bastin Pierre L’Ecuyer |
| author_sort |
Thuy Anh Ta |
| title |
European Journal of Operational Research |
| title_short |
European Journal of Operational Research |
| title_full |
European Journal of Operational Research |
| title_fullStr |
European Journal of Operational Research |
| title_full_unstemmed |
European Journal of Operational Research |
| title_sort |
european journal of operational research |
| 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/2856 https://doi.org/10.1016/j.ejor.2020.12.049 |
| _version_ |
1751856303888662528 |
| score |
8.881002 |