The effect of non-linear delay costs on workforce mix

D E Simmons
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D E Simmons: University of Texas at San Antonio, San Antonio, TX, USA

Journal of the Operational Research Society, 2013, vol. 64, issue 11, 1622-1629

Abstract: This paper formulates a simple model to examine the appropriate mix of dedicated and flexible maintenance technicians (servers) required when total delay cost is a non-linear function of mean delay time. The primary decision variable is the number of flexible servers needed to minimize system-related costs. Non-linear delay costs appear to significantly increase the level of cross-training required compared with previous research using a linear cost function, which showed that a small proportion of flexible servers was sufficient. This has important implications for service system designers in regard to the amount of cross-training that might be appropriate.

Date: 2013
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