Journal ArticleDOI
Optimal shift scheduling with a global service level constraint
Ger Koole,H.J. van der Sluis +1 more
TLDR
It is proved that a property of this problem, called multimodularity, that ensures that a local search algorithm terminates with a globally optimal solution.Abstract:
We study a shift scheduling problem for call centers with an overall service level objective. We prove a property of this problem, called multimodularity, that ensures that a local search algorithm terminates with a globally optimal solution. We report on computations performed using real call center data.read more
Citations
More filters
Journal ArticleDOI
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
TL;DR: This work begins with a tutorial on how call centers function and proceed to survey academic research devoted to the management of their operations, which identifies important problems that have not been addressed and identifies promising directions for future research.
Journal ArticleDOI
The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research
TL;DR: A survey of the recent literature on call center operations management can be found in this article, where the authors identify a handful of broad themes for future investigation while also pointing out several very specific research opportunities.
Journal ArticleDOI
Optimal outpatient appointment scheduling
Guido C. Kaandorp,Ger Koole +1 more
TL;DR: For certain combinations of parameters the well-known Bailey-Welch rule is found to be the optimal appointment schedule.
Journal ArticleDOI
Call Center Staffing with Simulation and Cutting Plane Methods
TL;DR: The cutting plane method relies on the service level functions being concave in the number of servers, and it is shown how to verify this requirement as the algorithm proceeds, and a numerical example showcases the properties of the method.
Journal ArticleDOI
Clinic scheduling models with overbooking for patients with heterogeneous no-show probabilities
TL;DR: This paper identifies properties of an optimal schedule with heterogeneous patients and proposes a local search algorithm to find local optimal schedules and performs a set of numerical experiments to provide managerial insights for health care practitioners.
References
More filters
Book
Local Search in Combinatorial Optimization
TL;DR: Local search is still the method of choice for NP-hard problems as it provides a robust approach for obtaining high-quality solutions to problems of a realistic size in a reasonable time.
Book ChapterDOI
Local Search in Combinatorial Optimization
TL;DR: Computational bounds for local search in combinatorial local search algorithms for Combinatorial problems local searchgorithms for solving the combinatoric a dual local search framework for combinatorials the max-min ant system and local search for combinatorsial a framework for local combinatoria optimization problems localSearch in combinatorship optimization radarx heuristics and localsearch paginas.
Journal ArticleDOI
Extremal Splittings of Point Processes
TL;DR: The expected queue size just before an arrival, considered as a function of the zero-one splitting sequence, is shown to belong to a broad class of functions, which the authors call “multimodular.”
Journal ArticleDOI
The Operator-Scheduling Problem: A Network-Flow Approach
TL;DR: A method for determining the number of operators assigned to tours and their corresponding timing of breaks and reliefs is proposed; it relies on various network-flow formulations.
Journal ArticleDOI
Optimal Shift Scheduling with Multiple Break Windows
TL;DR: In this paper, a new integer programming model for optimal shift scheduling with multiple rest and lunch breaks, and break windows was presented, in which a set of break variables is introduced for every shift-break type combination to determine the break placements.