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Wilfrid Laurier University School of Business & Economics
September 1, 2015

Canadian Excellence


Business: Operations & Decision Sciences (ODS) Area

Workforce scheduling with multiple objectives (ABSTRACT)

Castillo, I., T. Joro, and Y. Li

published: 2009 | Research publication | Refereed Journals - ODS

Castillo, I., T. Joro, and Y. Li (2009). "Workforce scheduling with multiple objectives", European Journal of Operational Research, 196(1):162-170.

ABSTRACT: In workforce scheduling, the optimal schedule has traditionally been determined by minimizing the cost of labor subject to an acceptable service level, which is defined as the percentage of customers served within a predetermined time interval. We propose an alternative multidimensional paradigm, where cost minimization and service level maximization are considered simultaneously, together with other, complementary criteria. The ultimate goal of the proposed approach is to open a broader workforce scheduling paradigm that incorporates service quality into the analysis and provides the possibility to study the interaction between cost and service quality. Furthermore, the approach enables us to avoid strong assumptions. An example with real-world, empirical demand data is provided.

revised Oct 19/09

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