Cross-training and mobility of workers in service organizations

Y. Bukchin, M. Tzur, I. Inbar

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

The problem of human resource allocation in the service industry with multiple cross-trained worker types and different customer demands is considered. To improve the service level and/or decrease operational costs, we suggest implementing workers' mobility between different branches of the organization in response to dynamic demands. The operating costs consist of the workers' rate (including the basic rate and the cost of crosstraining), the cost of mobility and the shortage costs. We suggest a mixed-integer linear-program formulation which minimizes the total operating costs. The formulation provides the number of workers of each type assigned at each location in each period. We analyze the impact of the level and structure of cross-training as well as the mobility on the operational costs.

Original languageEnglish
Title of host publication21st International Conference on Production Research
Subtitle of host publicationInnovation in Product and Production, ICPR 2011 - Conference Proceedings
EditorsTobias Krause, Dieter Spath, Rolf Ilg
PublisherFraunhofer-Verlag
ISBN (Electronic)9783839602935
StatePublished - 2011
Event21st International Conference on Production Research: Innovation in Product and Production, ICPR 2011 - Stuttgart, Germany
Duration: 31 Jul 20114 Aug 2011

Publication series

Name21st International Conference on Production Research: Innovation in Product and Production, ICPR 2011 - Conference Proceedings

Conference

Conference21st International Conference on Production Research: Innovation in Product and Production, ICPR 2011
Country/TerritoryGermany
CityStuttgart
Period31/07/114/08/11

Keywords

  • Cross-training
  • Flexibility
  • Mobility
  • Service systems

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