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Workforce cross-training decisions in field service systems with two job types

Author

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  • S R Agnihothri

    (School of Management, Binghamton University, State University of New York)

  • A K Mishra

    (School of Management, Binghamton University, State University of New York)

  • D E Simmons

    (School of Business, Ithaca College)

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.

Suggested Citation

  • S R Agnihothri & A K Mishra & D E Simmons, 2003. "Workforce cross-training decisions in field service systems with two job types," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 54(4), pages 410-418, April.
    • Handle: RePEc:pal:jorsoc:v:54:y:2003:i:4:d:10.1057_palgrave.jors.2601535
    DOI: 10.1057/palgrave.jors.2601535
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    References listed on IDEAS

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    1. William C. Jordan & Stephen C. Graves, 1995. "Principles on the Benefits of Manufacturing Process Flexibility," Management Science, INFORMS, vol. 41(4), pages 577-594, April.
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    3. Linda Green, 1985. "A Queueing System with General-Use and Limited-Use Servers," Operations Research, INFORMS, vol. 33(1), pages 168-182, February.
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    Cited by:

    1. Elvin Coban & Aliza Heching & Alan Scheller‐Wolf, 2019. "Service Center Staffing with Cross‐Trained Agents and Heterogeneous Customers," Production and Operations Management, Production and Operations Management Society, vol. 28(4), pages 788-809, April.
    2. Terekhov, Daria & Christopher Beck, J., 2009. "An extended queueing control model for facilities with front room and back room operations and mixed-skilled workers," European Journal of Operational Research, Elsevier, vol. 198(1), pages 223-231, October.
    3. Cavagnini, Rossana & Hewitt, Mike & Maggioni, Francesca, 2020. "Workforce production planning under uncertain learning rates," International Journal of Production Economics, Elsevier, vol. 225(C).
    4. Colen, P.J. & Lambrecht, M.R., 2012. "Cross-training policies in field services," International Journal of Production Economics, Elsevier, vol. 138(1), pages 76-88.
    5. E. Morozov & B. Steyaert, 2013. "Stability analysis of a two-station cascade queueing network," Annals of Operations Research, Springer, vol. 202(1), pages 135-160, January.
    6. L Wan & J F Bard, 2007. "Weekly staff scheduling with workstation group restrictions," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 58(8), pages 1030-1046, August.
    7. G M Campbell, 2011. "A two-stage stochastic program for scheduling and allocating cross-trained workers," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 62(6), pages 1038-1047, June.
    8. Sleptchenko, Andrei & Turan, Hasan Hüseyin & Pokharel, Shaligram & ElMekkawy, Tarek Y., 2019. "Cross-training policies for repair shops with spare part inventories," International Journal of Production Economics, Elsevier, vol. 209(C), pages 334-345.
    9. Olivella, Jordi & Nembhard, David, 2016. "Calibrating cross-training to meet demand mix variation and employee absence," European Journal of Operational Research, Elsevier, vol. 248(2), pages 462-472.
    10. Hong Zhang & Saviour Worlanyo Akuamoah & Wilson Osafo Apeanti & Prince Harvim & David Yaro & Paul Georgescu, 2021. "The Stability Analysis of a Double-X Queuing Network Occurring in the Banking Sector," Mathematics, MDPI, vol. 9(16), pages 1-21, August.
    11. S. Rahimi-Ghahroodi & A. Al Hanbali & W. H. M. Zijm & J. K. W. Ommeren & A. Sleptchenko, 2017. "Integrated planning of spare parts and service engineers with partial backlogging," OR Spectrum: Quantitative Approaches in Management, Springer;Gesellschaft für Operations Research e.V., vol. 39(3), pages 711-748, July.
    12. Gnanlet, Adelina & Gilland, Wendell G., 2014. "Impact of productivity on cross-training configurations and optimal staffing decisions in hospitals," European Journal of Operational Research, Elsevier, vol. 238(1), pages 254-269.
    13. Batta, Rajan & Berman, Oded & Wang, Qian, 2007. "Balancing staffing and switching costs in a service center with flexible servers," European Journal of Operational Research, Elsevier, vol. 177(2), pages 924-938, March.

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