Labor Staffing and Scheduling Models for Controlling Service Levels
The problems of labor staffing and scheduling have received substantial attention in the literature. We introduce two new models of the labor staffing and scheduling problems that avoid the limitations of existing models. Collectively, the models have five important attributes. First, both models ensure the delivery of a minimally acceptable level of service in all periods. Second, one model can identify the least expensive way of delivering a specified aggregate level of customer service (the labor staffing problem and a form of labor scheduling problem). Third, the other model can identify the highest level of service attainable with a fixed amount of labor (the other form of the labor scheduling problem). Fourth, the models enable managers to identify the pareto relationship between labor costs and customer service. Fifth, the models allow a degree of control over service levels that is unattainable with existing models. Because of these attributes, which existing models largely do not possess, we expect these models to have broad applicability in a wide range of organizations operating in both competitive and noncompetitive environments.
staffing models; logistics; service management; labor scheduling
Required Publisher Statement: © John Wiley & Sons, Inc. Final version published as: Thompson, G. M. (1997). Labor staffing and scheduling models for controlling service levels. Naval Research Logistics, 44(4), 719-740. Reprinted with permission. All rights reserved.