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 …

Computational methods for rostering and personnel scheduling has been a subject of
continued research and commercial interest since the 1950s. This annotated bibliography …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …