基于请假需求的物流联络中心排班研究
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摘要
排班是联络中心的核心问题,排班计划的优劣直接决定着联络中心的运作成本、服务质量和员工的工作态度。考虑到现实中会出现请假需求的情况,一方面基于坐席事前请假,在排班模型中添加请假约束,另一方面基于坐席突发请假,建立突发请假处理机制。最后以遗传算法为工具、通过数值实验验证了该模型和请假处理机制更具有实际操作的可行性。该模型和请假处理机制不仅适用于物流联络中心,对其它的服务行业的排班也具有较强的参考价值。
Scheduling is the core issue of contact center, and the quality of scheduling will directly determine running cost,service quality and employees working attitude of contact center. Considering the condition that leave demand will occur in reality, on the one hand the constraint of leave beforehand is added to establish a shift scheduling model of contact center,on the other hand. The processing mechanism of unexpected leave is established based on the unexpected leave. Lastly,using genetic algorithms as a tool and the numerical simulation proves the model and the processing mechanism of unexpected leave are more feasible in the actual operation. The model and the processing mechanism of unexpected leave are not only applied to logistics contact centers, but also has a strong reference value for scheduling of other service fields.
Scheduling is the core issue of contact center, and the quality of scheduling will directly determine running cost,service quality and employees working attitude of contact center. Considering the condition that leave demand will occur in reality, on the one hand the constraint of leave beforehand is added to establish a shift scheduling model of contact center,on the other hand. The processing mechanism of unexpected leave is established based on the unexpected leave. Lastly,using genetic algorithms as a tool and the numerical simulation proves the model and the processing mechanism of unexpected leave are more feasible in the actual operation. The model and the processing mechanism of unexpected leave are not only applied to logistics contact centers, but also has a strong reference value for scheduling of other service fields.
引文
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[13]李军祥,田琛.基于仿真的大型多渠道联络中心人力效能对比[J].工业工程,2016,19(5):10-15.
[14]王晓娜,李军祥.基于公平性的云联络中心排班模型研究[J].电信工程技术与标准化,2017,30(2):81-84.
[15]李耀华,谭娜.基于遗传算法的飞机一体化排班优化方法[J].控制工程,2017,24(2):435-440.
[16]沈吟东,苏光辉.带约束的护士排班模型和基于变换规则的优化算法[J].计算机工程与科学,2010,32(7):99-103.
[17]戴韬.一种分布式呼叫中心排班模型[J].上海管理科学,2013,34(1):81-85.
[18]胡贵强.多目标优化的遗传算法及其实现[J].重庆高教研究,2008,27(5):12-15.
[19]李耀华,王磊.基于改进遗传算法的飞机排班优化方法研究[J].系统仿真学报,2016,28(3):620-626.
[2]王俊峰,夏正洪,牟颖.大型呼叫中心排班算法的研究[J].计算机工程与技术,2010,31(23):5108-5112.
[3]李青,张军,张学军.解决排班问题的多目标优化模型及算法研究[J].北京航空航天大学学报,2003,29(9):821-824.
[4]POT A,BHULAI S,KOOLE G.A simple staffing method for multiskill call centers[J].Manufacturing&Service Operations Management,2008,10(3):421-428.
[5]Kim J W,Ha S H.Consecutive staffing solution using simulation in the contact center[J].Industrial Management&Data Systems,2010,110(5):718-730.
[6]Little L M,Nelson D L,Quade M J,et al.Stressful demands or helpful guidance?The role of display rules in Indian call centers[J].Journal of Vocational Behavior,2011,79(3):724-733.
[7]Mohamed Aly O.Loul.A goal programming model for staff scheduling at a telecommunications center[J].Journal of Mathematical Modelling and Algorithms in Operations Research,2013,12(2):167-178.
[8]Cordone R,Hosteins P,Righini G,et al.Optimal selection of contracts and work shifts in multi-skill call centers[J].EURO Journal on Computational Optimization,2014,2(4):247-277.
[9]Legros B,Jouini O,Koole G.Optimal scheduling in call centers with a call back option[J].Performance Evaluation,2016(95):1-40.
[10]徐迅羽,杨根科.呼叫中心排班优化模型的研究[J].微型电脑应用,2012,28(6):55-61.
[11]方小萍,顾则娟,刘晓珊,等.连续性排班模式按月排班的实践[J].中华护理,2012,47(12):1085-1087.
[12]杨学良,李军祥,台玉红.基于Arena仿真的联络中心运营效率对比研究[J].系统仿真学报,2014,26(11):2739-2744.
[13]李军祥,田琛.基于仿真的大型多渠道联络中心人力效能对比[J].工业工程,2016,19(5):10-15.
[14]王晓娜,李军祥.基于公平性的云联络中心排班模型研究[J].电信工程技术与标准化,2017,30(2):81-84.
[15]李耀华,谭娜.基于遗传算法的飞机一体化排班优化方法[J].控制工程,2017,24(2):435-440.
[16]沈吟东,苏光辉.带约束的护士排班模型和基于变换规则的优化算法[J].计算机工程与科学,2010,32(7):99-103.
[17]戴韬.一种分布式呼叫中心排班模型[J].上海管理科学,2013,34(1):81-85.
[18]胡贵强.多目标优化的遗传算法及其实现[J].重庆高教研究,2008,27(5):12-15.
[19]李耀华,王磊.基于改进遗传算法的飞机排班优化方法研究[J].系统仿真学报,2016,28(3):620-626.