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Schedule Recovery: Unplanned Absences in Service Operations

机译：计划恢复：服务运营中计划外的缺席

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The U.S. service sector loses 2.3% of all scheduled labor hours to unplanned absences, but in some industries, the total cost of unplanned absences approaches 20% of payroll expense. The principal reasons for unscheduled absences (personal illness and family issues) are unlikely to abate anytime soon. Despite this, most labor scheduling systems continue to assume perfect attendance. This oversight masks an important but rarely addressed issue in services management: how to recover from short-notice, short-term reductions in planned capacity. In this article, we model optimal responses to unplanned employee absences in multi-server queueing systems that provide discrete, pay-per-use services for impatient customers. Our goal is to assess the performance of alternate absence recovery strategies under various staffing and scheduling regimes. We accomplish this by first developing optimal labor schedules for hypothetical service environments with unreliable workers. We then simulate unplanned employee absences, apply an absence recovery model, and compute system profits. Our absence recovery model utilizes recovery strategies such as holdover overtime, call-ins, and temporary workers. We find that holdover overtime is an effective absence recovery strategy provided sufficient reserve capacity (maximum allowable work hours minus scheduled hours) exists. Otherwise, less precise and more costly absence recovery methods such as call-ins and temporary help service workers may be needed. We also find that choices for initial staffing and scheduling policies, such as planned overtime and absence anticipation, significantly influence the likelihood of successful absence recovery. To predict the effectiveness of absence recovery policies under alternate staff ing/scheduling strategies and operating environments, we propose an index based on initial capacity reserves.
机译：美国服务部门因计划外缺勤而损失了所有计划工时的2.3％，但在某些行业中，计划外缺勤的总成本接近工资支出的20％。计划外缺勤的主要原因（个人疾病和家庭问题）不太可能很快消失。尽管如此，大多数劳务调度系统仍继续保持完美的出勤状态。这种监督掩盖了服务管理中一个重要但很少解决的问题：如何从计划容量的短期通知，短期减少中恢复。在本文中，我们在多服务器排队系统中为对计划外员工缺勤的最佳响应进行建模，该系统为不耐烦的客户提供离散的按使用付费服务。我们的目标是评估在各种人员配备和安排制度下交替休假恢复策略的绩效。为此，我们首先为不可靠工人的假设服务环境制定了最佳的劳动时间表。然后，我们模拟计划外的员工缺勤，应用缺勤恢复模型并计算系统利润。我们的缺勤恢复模型利用恢复策略，例如超时保留，呼叫和临时工。我们发现，如果存在足够的储备容量（最大可允许工作时间减去预定时间），则延期超时是一种有效的缺勤恢复策略。否则，可能需要精度较低且成本较高的缺勤恢复方法，例如致电和临时帮助服务人员。我们还发现，初始人员配备和计划策略的选择（例如计划的加班和缺勤预期）会极大地影响成功缺勤恢复的可能性。为了预测在备用人员/排班策略和运营环境下休假恢复政策的有效性，我们提出了基于初始能力储备的指数。

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