MAN POWER OPTIMIZATION IN LARGE-SCALE CORPORATIONS

Pablo Romero, Franco Robledo, Patricia Bevilacqua, Martín Delafuente
2016 unpublished
Manpower optimization and job scheduling represent key elements in the Work Force Management (WFM) field. Large-scale corporations face a trade-off, where the staff is bounded to achieve savings but customers should receive the service effectively and timely. A combinatorial optimization problem for contract and job scheduling is introduced, inspired in large-scale corporations. The main simplifications in this Contract-Scheduling problem are multi-class Poissonian customer arrivals,
more » ... rrivals, exponential services, one-to-one attention and fixed salaries from the staff. The goal is to minimize the staff respecting multiple timing constraints (coming from customers), and define atomic units inside the corporation that offer independent services. Even under these simplifications, the problem belongs to the class of N P-Hard decision problems. Specifically, the feasibility of Contract-Scheduling problem includes the determination of the chromatic number of a graph. As a consequence, a heuristic methodology is developed for its resolution, combining Monte Carlo simulation and a greedy-randomized technique. Numerical results confirm an intuitive contract approach is true: units should be stressed offering the maximum number of affine services, and the staff should be kept as small as possible, respecting demand constraints. MSC: 90C27; 90C59. RESUMEN La optimización de la fuerza laboral y la planificación del trabajo representan ele-mentos estratégicos en la gestión empresarial. Las empresas de alto porte afrontan el compromiso de rentabilidad, donde se debe mantener una cantidad de personal limitada y al mismo tiempo los clientes deben recibir sus servicios efectivamente y a tiempo. En este artículo se presenta un problema de optimización combina-toria para el contrato y la asignación del trabajo, inspirado en empresas de alto porte. La principal simplificación en este problema de Contrato-Asignación con-siste en arribos Poisson de múltiples clases de clientes, servicios que responden a leyes exponenciales independientes, con atención uno a uno y salarios fijos del personal. El objetivo es minimizar la cantidad total de personal respetando restric-ciones temporales (provenientes de la tolerancia de los clientes), y definir unidades atómicas dentro de la empresa que ofrecen servicios independientes. Incluso bajo estas sim-plifcaciones, el problema pertenece a la clase NP
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