Journal ArticleDOI
Workforce cross-training decisions in field service systems with two job types
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TLDR
A model is studied where the objective is to minimize the sum of the average service costs and the customer delay costs per unit time and the impact of various system parameters such as the number of servers, server utilization, and server efficiency on the optimal workforce mix.Abstract:
When job types are heterogeneous in a multi-server service system, pooling servers to reduce system delay requires cross-training. Managers should balance a reduction in customer waiting time with high service costs and possibly reduced server efficiency due to cross-training. In a field service system with two job types and a fixed number of servers, the determination of the mix of dedicated and cross-trained servers is a critical managerial decision. We were motivated by a real field service situation to study a model where the objective is to minimize the sum of the average service costs and the customer delay costs per unit time. We use simulation to investigate the impact of various system parameters such as the number of servers, server utilization, and server efficiency on the optimal workforce mix.read more
Citations
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Journal ArticleDOI
Modelling inherent worker differences for workforce planning
TL;DR: In this article, a mixed integer programming model is developed to determine the amount of hiring, firing, and cross-training for each GCA level to minimize total costs, which include training costs, salary costs, firing costs and missed production costs over multiple time periods.
Journal ArticleDOI
A two-stage stochastic program for scheduling and allocating cross-trained workers
TL;DR: A two-stage stochastic program for scheduling and allocating cross-trained workers in a multi-department service environment with random demands shows that cross-training can be more valuable than perfect information, especially when demand uncertainty is high.
Journal ArticleDOI
Optimization modeling of multi-skilled resources in prefabrication: Theorizing cost analysis of process integration in off-site construction
TL;DR: The main contribution of this research study is to analyze the costeffectiveness of deploying multi-skilled resources with the aim of improving production flexibility and the modeling methodology and findings are of practical use to off-site manufacturers that experience variations in production demand and resource availability.
Journal ArticleDOI
Workforce Flexibility in Operations Management
TL;DR: Workforce flexibility is the management of organizational labor capacities and capabilities in operational environments using a broad and diffuse set of tools and approaches to mitigate system imbalances caused by uncertainties (e.g., worker absenteeism) and/or changes as mentioned in this paper.
Journal ArticleDOI
Cross‐training Decisions in Field Services with Three Job Types and Server–Job Mismatch*
TL;DR: It is found that complete cross-training is cost-effective in some field service situations when the probability of mismatch is high and the ratio of travel time to service time is high, and efficiency in secondary skills must be less than 100%.
References
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Book
Simulation Modeling and Analysis
Averill M. Law,W. David Kelton +1 more
TL;DR: The text is designed for a one-term or two-quarter course in simulation offered in departments of industrial engineering, business, computer science and operations research.
Book
Simulation with Arena
TL;DR: In this article, the authors introduce the subject of simulation using examples from Arena and are designed for the introductory simulation course offered in industrial engineering and business departments Simulation with Arena is the only book to cover the Arena product and it is accompanied by an Arena CD.
Journal ArticleDOI
Principles on the benefits of manufacturing process flexibility
TL;DR: A simple measure for the flexibility in a given product-plant configuration is developed that is desirable because of the complexity of computing expected sales for a given configuration and can be used to guide the search for good limited flexibility configurations.
Journal ArticleDOI
Simulation Modeling and Analysis (2nd Ed.)
TL;DR: In this article, Simulation Modeling and Analysis (2nd Ed) is used for simulation modeling and analysis of simulation models and analysis. pp. 429-430 and 471-430
Journal ArticleDOI
Staffing a Multiskilled Workforce with Varying Levels of Productivity: An Analysis of Cross‐training Policies*
Michael J. Brusco,Tony R. Johns +1 more
TL;DR: An integer linear programming model is presented for evaluating cross-training configurations at the policy level to minimize workforce staffing costs subject to the satisfaction of minimum labor requirements across a planning horizon of a single work shift.
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