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Service quality, employee satisfaction, and cross-training: A broader look at workforce scheduling and rostering.

机译：服务质量，员工满意度和交叉培训：更广泛地看待劳动力调度和排班。

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摘要

Service level, the percentage of customers served within a predetermined time interval, is the most widely used quality indicator in the service industry in personnel scheduling; however, it is doubtful that service level alone represents as broad a measure of service quality as management would desire. The dubious relationship between service quality and service level is what inspired this study. With modern trends of providing more complicated services for more sophisticated systems in a more competitive market, there are many criteria other than service level that need to be considered in order to make good workforce scheduling and rostering decisions. This problem is especially difficult when dealing with systems having time-varying stochastic demand throughout the day, namely M(t) /G/s(t) queueing systems, which are widespread in service industry.; The traditional scheduling and rostering approaches require the application of analytical queueing and integer linear programming methods. Though currently well accepted in the industry, these methods have several limitations. Analvtical models involve highly simplified queueing systems and/or nonrealistic assumptions, and might not be able to generate all service quality indicators management is interested in. Obtaining optimized schedules and rosters for a large system is very tedious, and optimality is not always guaranteed. Scheduling and rostering are typically conducted as two independent processes; consequently, employee satisfaction is completely ignored during scheduling and two optimization procedures are needed. In addition, traditional approaches lack the ability to consider multiple service quality and employee satisfaction criteria simultaneously and cannot handle employees who are cross-trained in multiple tasks.; A novel multi-objective framework which overcomes these many limitations is proposed in this study. Both schedules and rosters are generated in one integrated step; among all efficient ones recognized the best schedule and/or roster is chosen with the direct input of management, in accordance with their particular business strategy. This framework can also potentially be used for cross-trained employees. Cross-training strategies are identified for systems with various demand curve patterns and levels in terms of employee pooling and timing. These strategies will provide guidelines to expand the proposed approach in a multi-tasking setting in the future.
机译：服务水平是在预定时间间隔内服务的客户百分比，是服务行业中人员调度中使用最广泛的质量指标；但是，令人怀疑的是，仅服务水平就可以代表管理层所期望的那样广泛的服务质量度量。服务质量和服务水平之间的可疑关系是本研究的灵感来源。随着在日益竞争的市场中为更复杂的系统提供更复杂的服务的现代趋势，除了服务级别之外，还有许多其他标准需要考虑，以便做出良好的劳动力调度和排班决策。当处理全天具有随时间变化的随机需求的系统，即M（t）/ G / s（t）排队系统时，这个问题特别困难。传统的排班和排班方法要求应用分析排队和整数线性规划方法。尽管目前在业界已被广泛接受，但是这些方法有一些局限性。辅助模型涉及高度简化的排队系统和/或不切实际的假设，并且可能无法生成管理人员感兴趣的所有服务质量指标。为大型系统获取优化的时间表和花名册非常繁琐，并且不能始终保证最优性。调度和排班通常作为两个独立的过程进行；因此，在调度过程中会完全忽略员工满意度，需要两个优化程序。此外，传统方法缺乏同时考虑多种服务质量和员工满意度标准的能力，并且无法处理在多项任务中经过交叉培训的员工。这项研究提出了一种新颖的多目标框架，该框架克服了这些许多限制。时间表和花名册都在一个集成的步骤中生成；在所有公认的有效人员中，根据其特定的业务策略，在管理层的直接投入下选择最佳的计划和/或花名册。该框架还可以潜在地用于接受过交叉培训的员工。针对具有各种需求曲线模式和水平的系统，在员工集合和时间安排方面确定了交叉培训策略。这些策略将为将来在多任务环境中扩展拟议方法提供指导。

著录项

  • 作者

    Li, Yong Yue.;

  • 作者单位

    University of Alberta (Canada).;

  • 授予单位 University of Alberta (Canada).;
  • 学科 Business Administration Management.
  • 学位 Ph.D.
  • 年度 2005
  • 页码 149 p.
  • 总页数 149
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类 贸易经济;
  • 关键词

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