Sure Staf: A Computerized Staff Scheduling System for Telephone Business Offices
Scheduling of staff between answering incoming calls and processing paper-work has been a continual problem in telephone company Business Offices. A staff scheduling system has been developed and implemented in Bell Canada on a trial basis. Incoming call load data are recorded automatically and are entered daily into a time share computer terminal. The next day's forecast, by half hour, is made by a cyclic exponential smoothing routine and the number of servers required to take calls is calculated using a queueing model of the Business Office. A schedule of call answering periods for the available staff to match the requirements is made using a heuristic algorithm. Managers are able to choose their objective on the accessibility of the office to incoming customer calls and the staff can organize their work day without unplanned interruptions.
Volume (Year): 20 (1973)
Issue (Month): 4-Part-II (December)
|Contact details of provider:|| Postal: |
Web page: http://www.informs.org/
More information through EDIRC
When requesting a correction, please mention this item's handle: RePEc:inm:ormnsc:v:20:y:1973:i:4-part-ii:p:708-720. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Mirko Janc)
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.