Telephone call centers: Tutorial, review, and research prospects
N Gans, G Koole… - Manufacturing & Service …, 2003 - pubsonline.informs.org
Telephone call centers are an integral part of many businesses, and their economic role is
significant and growing. They are also fascinating sociotechnical systems in which the …
significant and growing. They are also fascinating sociotechnical systems in which the …
An annotated bibliography of personnel scheduling and rostering
Computational methods for rostering and personnel scheduling has been a subject of
continued research and commercial interest since the 1950s. This annotated bibliography …
continued research and commercial interest since the 1950s. This annotated bibliography …
Queueing models of call centers: An introduction
G Koole, A Mandelbaum - Annals of Operations Research, 2002 - Springer
This is a survey of some academic research on telephone call centers. The surveyed
research has its origin in, or is related to, queueing theory. Indeed, the “queueing-view” of …
research has its origin in, or is related to, queueing theory. Indeed, the “queueing-view” of …
An integrated nurse staffing and scheduling analysis for longer-term nursing staff allocation problems
B Maenhout, M Vanhoucke - Omega, 2013 - Elsevier
The efficient and effective management of nursing personnel is of critical importance in a
hospital's environment comprising a vast share of the operational costs. The adopted nurse …
hospital's environment comprising a vast share of the operational costs. The adopted nurse …
An ACO algorithm for a dynamic regional nurse-scheduling problem in Austria
WJ Gutjahr, MS Rauner - Computers & Operations Research, 2007 - Elsevier
To the best of our knowledge, this paper describes the first ant colony optimization (ACO)
approach applied to nurse scheduling, analyzing a dynamic regional problem which is …
approach applied to nurse scheduling, analyzing a dynamic regional problem which is …
Survey, categorization, and comparison of recent tour scheduling literature
HK Alfares - Annals of Operations Research, 2004 - Springer
The employee tour scheduling problem involves the determination of both work hours of the
day and workdays of the week for each employee. This problem has proven difficult to solve …
day and workdays of the week for each employee. This problem has proven difficult to solve …
Cross-utilization of workers whose capabilities differ
GM Campbell - Management Science, 1999 - pubsonline.informs.org
This paper develops a model for allocating cross-trained workers at the beginning of a shift
in a multidepartment service environment. It assumes departments are trying to maximize …
in a multidepartment service environment. It assumes departments are trying to maximize …
Flexible shift scheduling of physicians
This research addresses a shift scheduling problem in which physicians at a German
university hospital are assigned to demand periods over a planning horizon that can extend …
university hospital are assigned to demand periods over a planning horizon that can extend …
Reexamining the nurse scheduling problem: Staffing ratios and nursing shortages
Legislators at the state and national levels are addressing renewed concerns over the
adequacy of hospital nurse staffing to provide quality care and ensure patient safety. At the …
adequacy of hospital nurse staffing to provide quality care and ensure patient safety. At the …
[PDF][PDF] Telephone call centers: a tutorial and literature review
N Gans, G Koole, A Mandelbaum - Manufacturing and Service Operations …, 2003 - Citeseer
Telephone call centers are an integral part of many businesses, and their economic role is
significant and growing. They are also fascinating socio-technical systems in which the …
significant and growing. They are also fascinating socio-technical systems in which the …