Many service systems display nonstationary demand: the number of customers fluctuates
over time according to a stochastic—though to some extent predictable—pattern. To …

We provide an overview of the state of the art in research on operations in financial services.
We start by highlighting a number of specific operational features that differentiate financial …

The effective management of call centers is a challenging task, mainly because managers
consistently face considerable uncertainty. One important source of this uncertainty is the …

The development of predictive models in healthcare settings has been growing; one such
area is the prediction of patient arrivals to the emergency department (ED). The general …

We consider the problem of staffing call centers with multiple customer classes and agent
types operating under quality-of-service (QoS) constraints and demand rate uncertainty. We …

We consider different statistical models for the call arrival process in telephone call centers.
We evaluate the forecasting accuracy of those models by describing results from an …

Just-in-time scheduling has become ubiquitous in the service industries. Although effective
in reducing staffing level, hence labor cost, the potential impact of just-in-time scheduling on …

In a call center, staffing decisions must be made before the call arrival rate is known with
certainty. Once the arrival rate becomes known, the call center may be over‐staffed, in which …

Unplanned transfers of patients from general medical-surgical wards to the intensive care
unit (ICU) can occur as a result of unexpected patient deterioration. Such patients tend to …

This research focuses on completing workforce management marketing scheduling using
genetic metaheuristic methods. Optimal scheduling to determine the duration of a job, the …