SCHEDULING FLEXIBILITY IN THE SERVICE SECTOR: A POSTAL CASE STUDY

摘要: This is a case study of workforce scheduling in the U.S. postal system. We use it to analyze benefits flexibility at distribution systems, which can come from several sources. focus on additional deriving increasing proportion part-time employees, as well cross-training employees. These two dimensions are decision points particular interest management. We used large-scale simulation model dynamic functioning system conjunction with staff-scheduling obtain insights into policy issues interest. Our results show that operating environment station affects cost and customer service performance, gains greater situationally dependent. The benefit workers modest over range levels considered realistic for stations. Our overall recommendation managers increase allowing more efficient matching resources varying demands mail delivery different routes. For conditions we modeled, reductions average six percent when capacity utilization low. Customer improvements even larger, between 20 43% high. Improvements upper end achieved demand variability also its highest.