Personnel Shift Scheduling and Rostering

Raphael Dorne
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Raphael Dorne: British Telecommunications plc

Chapter 9 in Service Chain Management, 2008, pp 125-138 from Springer

Abstract: Abstract Personnel Shift Scheduling and Rostering problems are found in many different types of organisations and industries including manufacturing, call centres, the airline industry, health services, utilities and the transportation industry. More generally, the importance of an efficient shift scheduling system is critical to any large organisation especially in the service economy where production and consumption normally coincide. The generation of optimised shift and roster patterns is, undeniably, a key instrument for making best use of the resources of a service enterprise. The efficiency of such a system leads to maximisation of the customer experience by matching the demand with the appropriate staffing level and minimisation of the cost by reducing idle time of the resources.

Keywords: Service Level; Call Centre; Airline Industry; Service Enterprise; Shift Schedule (search for similar items in EconPapers)
Date: 2008
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DOI: 10.1007/978-3-540-75504-3_9

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