Controlling Workforce Resource Actions for Demand Disturbances in Services Supply Chains
Demand disturbances in service businesses can produce undesirable effects such as reduced service level,reduced utilization,and oscillation of workforce availability.The disturbances are typically managed by resource actions such as hiring,releasing and cross training the workforce.However,ineffective control of the resource actions can produce undesirable situations such as oscillation between hiring and releasing,and amplified oscillation through the stages of the service processes.Effective combination of multiple feedback control schemes for different demand disturbance patterns can produce desirable policies of workforce resource actions.In this work,we apply control theoretic principles in managing workforce resource actions to see how the feedback control schemes can provide decision support that leads to reduction of resource costs,improvement of resource utilization and stability of workforce availability.
workforce feedback control service business demand disturbance
Young M.Lee Lianjun An Daniel Connors
Business Analytics and Mathematical SciencesIBM T.J.Watson Research CenterYorktown Heights,New York, Business Analytics and Mathematical Sciences IBM T.J.Watson Research Center Yorktown Heights,New Yor
国际会议
北京
英文
2008-10-12（万方平台首次上网日期，不代表论文的发表时间）