FLEXIBLE SHIFT PLANNING IN NURSE SCHEDULING AND AN APPLICATION OF THE HOSPITAL

Müşteri tatmininin her geçen gün daha da zorlaştığı hizmet sektörlerinde, işverenler sunulan hizmetin kalitesini arttırmak ve hizmetin devamlılığını sağlamak için yeni arayışlar içine girmekteler. İşverenler, müşteriden önce hizmeti sunan kişilerin memnuniyetini sağlayarak rekabet gücünü arttırma yollarına başvurmaktadırlar. Bu yollardan biri de çalışma sürelerinin esnekleştirilmesidir. Bu çalışmada, hizmet sektörleri arasında önemli bir yere sahip olan hastanelerde ki hemşire çizelgeleme problemi için tam sayılı matematiksel bir model oluşturulmuştur. Oluşturulan modelde, klasik çizelgeleme modellerinin aksine hemşirelerin işe başlama saatlerine esneklik getirilmiştir. Modelin başlıca amacı, hemşirelerin kendi tercihlerine göre haftalık çizelgelerinin oluşturulmasıdır. Oluşturulan model, gerçek veriler kullanılarak bir üniversite hastanesinin genel cerrahi bölümünde denenmiştir. Modelin, %99,6 oranında hemşire tercihlerini yerine getirdiği görülmektedir. In the service industry, customer satisfaction becomes more difficult with each passing day, employers have looked for new paradigms and ways to make service quality better and to keep service facilities reliable. Therefore, with the purpose of increasing their competitive power, employers give more importance to their employees who have direct relation with customers than they do to their customer. One of the new paradigms is make working hours flexible. In this study, an integer programming model is proposed for the nurse scheduling problem in the hospitals which are one of the most important service industries. On the contrary of classical nurse scheduling model, developed model has made flexible to starting time. The main aim of the model is make a schedule for nurses according to their preferences. The developed model is applied on a surgery department of one university hospital with real data. According to results, model can satisfy 99,6% of the nurses with their schedule based on their preferences

An implicit goal programming model for the tour scheduling problem considering the employee work preferences

Many organizations face employee scheduling problems under conditions of variable demand for service over the course of an operating day and across a planning horizon. These organizations are concerned with the tour scheduling problem that involves assigning shifts and break times to the work days of employees and allocating days off to individual work schedules. Nowadays, organizations try to adopt various scheduling flexibility alternatives to meet the fluctuating service demand. On the other hand, they have also realized that providing employee productivity and satisfaction is as much important as meeting the service demand. Up to date, tour scheduling solution approaches have neglected considering employee preferences and tried to develop work schedules for employees in a subsequent step

Dimensionamento na administração pública federal : uma ferramenta do planejamento da força de trabalho

v. 1Esta publicação é o primeiro volume de uma série de seis livros sobre o projeto de dimensionamento da força de trabalho (DFT) desenvolvido pela Universidade de Brasília (UnB) em parceria com o Ministério do Planejamento, Desenvolvimento e Gestão (MP). A preocupação do MP como órgão competente em promover boas práticas de gestão da força de trabalho e as medidas que busca empregar com essa finalidade alinham-se com o conhecimento que a UnB tem desenvolvido sobre DFT. No presente volume são apresentadas as principais questões teóricas que embasam o DFT. Tais questões foram elaboradas a partir da discussão crítica da literatura sobre dimensionamento, que tem sido até então especialmente escassa no contexto brasileiro, e a partir da testagem empírica de modelos alternativos de dimensionamento. Espera-se que o livro alcance dois principais objetivos. O primeiro, orientar e apoiar os órgãos da administração pública federal (APF) quanto a implementação do DFT. O segundo, gerar acessibilidade sobre os procedimentos do DFT como prática de gestão da força de trabalho na APF

Programación del personal de producción con productividades dinámicas

103 Páginas incluye diagramas.En la actualidad, tanto los consumidores como la reglamentación de diversos países y bloques comerciales prestan cada vez más importancia a los temas de responsabilidad social y bienestar de los empleados. La norma internacional de calidad ISO 26000:2010 “Guía de Responsabilidad Social (RS)”, reconoce entre otras, las prácticas laborales como materia fundamental a considerar para la definición del alcance de la política de Responsabilidad Social en las empresas y la consideración del trabajador como persona, lo que le atribuye un conjunto de condiciones particulares, diferenciándolo de las máquinas y otros recursos productivos. En este marco, el presente trabajo busca incorporar dentro de los problemas de programación de personal, factores que afectan el rendimiento de los trabajadores durante el horizonte de planeación, entendiendo que la variabilidad de los mismos tiene repercusión en el resultado de las operaciones. En particular, el modelo estudiado considera que la productividad de los trabajadores es decreciente en la medida que avanza la jornada laboral como consecuencia de factores internos del trabajo. Esta es una característica que no ha sido plenamente estudiada en la literatura académica, a pesar de su gran importancia en la práctica empresarial. En efecto, la mayoría de trabajos publicados sobre programación de operaciones y más exactamente sobre programación de personal de producción considera que los tiempos de procesamiento son perfectamente conocidos y no existe variación a lo largo del horizonte de producción

Optimisation methods for staff scheduling and rostering: an employee-friendly approach

The growth in the global call centre industry over the last twenty years has been huge. The main motivating factor for businesses to introduce call centres as their main vehicle for handling customer contacts has been that call centres are inherently efficient. Since the mid-1980's, UK businesses have sought to establish competitive advantage by using call centres to reduce the cost of managing their customer contacts. Over the last decade or so, however, an alternative strategy has emerged based not on cost-reduction and efficiency, but on revenue generation and service quality. This new strategy places high value on customer and staff retention. This thesis is concerned with the operations management task of employee rostering. We argue that traditional models for producing rosters for call centre employees are designed to support the older efficiency-based culture, and are inappropriate for call centres adopting the more recent quality-based culture. We show how the use of methods and models drawn from conflicting management philosophies contributes to the high level of employee turnover, and inhibits the drive for service quality. Our primary contributions are to identify a set of rostering goals which reflect the interests of the employees, and to quantitatively represent these goals in a system of mathematical rostering models designed to support the revenue generation strategy. Our models are implemented using the robust Mixed Integer Programming methodology. In addition, we adapt our model to address the related problem of nurse rostering, and solve two benchmark problems to optimality. We demonstrate that our model generates rosters of a higher quality than the alternatives, at no additional cost

Robustness in the personnel shift scheduling problem : the modelling and validation of different proactive and reactive strategies

The personnel planning process in any organization aims to ensure that the organization can offer a desired service level to their customers at a minimal personnel cost and maximal personnel satisfaction. This process consists of three hierarchical phases characterized by differing levels of decision freedom and uncertainty about the future personnel demand and availability. In this respect, the personnel planner faces a large and medium level of uncertainty and decision freedom in the strategic staffing phase and the tactical scheduling phase, respectively. In these phases, the personnel planner manages the uncertainty by making assumptions and predictions about the future. Based on these assumptions and predictions, the personnel planner makes decisions about the number of employees to be hired and assigned to work during specific points in time. These decisions constrain the decision freedom in the operational allocation phase, in which the personnel planner obtains the most recent information on the actual personnel demand and availability. This information may differ from the assumptions and predictions, and affect the service level and personnel cost and satisfaction. As such, the moment the personnel planner faces the lowest level of uncertainty, (s)he also has the lowest level of decision freedom. In this respect, this dissertation aims to propose strategies to anticipate and deal with unexpected divergences between the previously established assumptions and predictions, and the actual personnel demand and availability

Une approche à base d'agents pour la planification et l'ordonnancement en temps réel de personnel dans un contexte de chaîne d'assemblage flexible

La recherche abordée dans le cadre de cette thèse s'intéresse à la gestion des ressources humaines opérationnelles, et plus spécifiquement aux problèmes de planification de ces ressources dans un contexte dynamique. Un intérêt particulier est porté au problème d'ordonnancement en temps réel du personnel travaillant sur une chaîne d'assemblage. Nous abordons cette problématique dans une perspective de gestion par compétences et ce, en nous basant sur le profil de compétences dans la modélisation de l'offre et de la demande en main-d'oeuvre. Quatre principaux axes de recherche sont exploités. Le premier axe vise l'aspect théorique de la modélisation du problème d'ordonnancement du personnel. A cet effet, nous proposons un modèle mathématique du problème d'affectation dynamique des employés sur une chaîne d'assemblage avec la prise en considération des préférences, des compétences et des déplacements inter-postes des employés. En nous basant sur ce modèle, et grâce à l'utilisation du solveur commercial de type Cplex, nous avons pu résoudre des instances de problèmes de petite taille. Les résultats obtenus démontrent que la production d'une solution optimale requiert un temps de calcul important, ce qui risque de générer une rigidité et une moindre réactivité de la fonction d'ordonnancement face à des perturbations d'un environnement dynamique. Le deuxième axe de recherche porte sur l'élaboration d'une approche distribuée à base d'agents pour la résolution du problème d'ordonnancement du personnel. L'approche proposée se base sur l'utilisation de plusieurs catégories d'agents intelligents qui coopèrent entre eux à travers la formation de coalitions. Chaque coalition est formée de deux agents-employés qui auront décidé de coopérer entre eux en s'échangeant une partie de leurs activités d'assemblage afin d'améliorer leur profit et en conséquence, la qualité de la solution globale d'ordonnancement. Les résultats d'ordonnancement du personnel obtenus à partir des premiers tests sont encourageants. Ils démontrent que notre approche à base d'agents permet d'obtenir des solutions de bonne qualité en des temps raisonnables. Le troisième axe de recherche porte sur le réordonnancent du personnel en temps réel face aux aléas liés à l'absence d'employés. À cet effet, nous proposons une extension de l'approche à base d'agents ainsi que deux variantes de l'approche de recuit simulé, qui permettent de résoudre le problème de réordonnancement. Nous avons pu tester les performances de ces deux approches sur plusieurs cas du problème d'ordonnancement et de réordonnancement du personnel. L'ensemble des résultats démontre que l'algorithme à base d'agents conduit à de très bonnes solutions en comparaison avec le recuit simulé. Enfin, nous avons exploité les algorithmes à base d'agents et de recuit simulé, qui sont développés dans cette recherche, pour étudier deux aspects de la gestion stratégique des ressources humaines : la flexibilité dans l'élaboration des horaires de travail et l'impact de la prise en considération des préférences dans le processus d'ordonnancement du personnel. Dans les deux cas, les résultats de simulation obtenus corroborent les hypothèses initiales de recherche, à savoir la pertinence et l'intérêt de la notion de flexibilité et de la prise en compte des préférences dans le processus d'ordonnancement du personnel

An Integrated Framework for Staffing and Shift Scheduling in Hospitals

Over the years, one of the main concerns confronting hospital management is optimising the staffing and scheduling decisions. Consequences of inappropriate staffing can adversely impact on hospital performance, patient experience and staff satisfaction alike. A comprehensive review of literature (more than 1300 journal articles) is presented in a new taxonomy of three dimensions; problem contextualisation, solution approach, evaluation perspective and uncertainty. Utilising Operations Research methods, solutions can provide a positive contribution in underpinning staffing and scheduling decisions. However, there are still opportunities to integrate decision levels; incorporate practitioners view in solution architectures; consider staff behaviour impact, and offer comprehensive applied frameworks. Practitioners’ perspectives have been collated using an extensive exploratory study in Irish hospitals. A preliminary questionnaire has indicated the need of effective staffing and scheduling decisions before semi-structured interviews have taken place with twenty-five managers (fourteen Directors and eleven head nurses) across eleven major acute Irish hospitals (about 50% of healthcare service deliverers). Thematic analysis has produced five key themes; demand for care, staffing and scheduling issues, organisational aspects, management concern, and technology-enabled. In addition to other factors that can contribute to the problem such as coordination, environment complexity, understaffing, variability and lack of decision support. A multi-method approach including data analytics, modelling and simulation, machine learning, and optimisation has been employed in order to deliver adequate staffing and shift scheduling framework. A comprehensive portfolio of critical factors regarding patients, staff and hospitals are included in the decision. The framework was piloted in the Emergency Department of one of the leading and busiest university hospitals in Dublin (Tallaght Hospital). Solutions resulted from the framework (i.e. new shifts, staff workload balance, increased demands) have showed significant improvement in all key performance measures (e.g. patient waiting time, staff utilisation). Management team of the hospital endorsed the solution framework and are currently discussing enablers to implement the recommendation