An Integrated Approach for Shift Scheduling and Rostering Problems with Break Times for Inbound Call Centers

It may be very difficult to achieve the optimal shift schedule in call centers which have highly uncertain and peaked demand during short time periods. Overlapping shift systems are usually designed for such cases. This paper studies shift scheduling and rostering problems for in bound call centers where overlapping shift systems are used. An integer programming model that determines which shifts to be opened and how many operators to be assigned to these shifts is proposed for the shift scheduling problem. For the rostering problem both integer programming and constraint programming models are developed to determine assignments of operators to all shifts, weekly days-off, and meal and relief break times of the operators. The proposed models are tested on real data supplied by an outsource call center and optimal results are found in an acceptable computation time. An improvement of 15% in the objective function compared to the current situation is observed with the proposed model for the shift scheduling problem. The computational performances of the proposed integer and constraint programming models for the rostering problem are compared using real data observed at a call center and simulated test instances. In addition, benchmark instances are used to compare our Constraint Programming (CP) approach with the existing models. The results of the comprehensive computational study indicate that the constraint programming model runs more efficiently than the integer programming model for the rostering problem. The originality of this research can be attributed to two contributions: (a) a model for shift scheduling problem and two models for rostering problem are presented in detail and compared using real data and (b) the rostering problem is considered as a task-resource allocation and considerably shorter computation times are obtained by modeling this new problem via CP

Effective integrations of constraint programming, integer programming and local search for two combinatorial optimisation problems

This thesis focuses on the construction of effective and efficient hybrid methods based on the integrations of Constraint Programming (CP), Integer Programming (IP) and local search (LS) to tackle two combinatorial optimisation problems from different application areas: the nurse rostering problems and the portfolio selection problems. The principle of designing hybrid methods in this thesis can be described as: for the combinatorial problems to be solved, the properties of the problems are investigated firstly and the problems are decomposed accordingly in certain ways; then the suitable solution techniques are integrated to solve the problem based on the properties of substructures/subproblems by taking the advantage of each technique. For the over-constrained nurse rostering problems with a large set of complex constraints, the problems are first decomposed by constraint. That is, only certain selected set of constraints is considered to generate feasible solutions at the first stage. Then the rest of constraints are tackled by a second stage local search method. Therefore, the hybrid methods based on this constraint decomposition can be represented by a two-stage framework “feasible solution + improvement”. Two integration methods are proposed and investigated under this framework. In the first integration method, namely a hybrid CP with Variable Neighourhood Search (VNS) approach, the generation of feasible initial solutions relies on the CP while the improvement of initial solutions is gained by a simple VNS in the second stage. In the second integration method, namely a constraint-directed local search, the local search is enhanced by using the information of constraints. The experimental results demonstrate the effectiveness of these hybrid approaches. Based on another decomposition method, Dantzig-Wolfe decomposition, in the third integration method, a CP based column generation, integrates the feasibility reasoning of CP with the relaxation and optimality reasoning of Linear Programming. The experimental results demonstrate the effectiveness of the methods as well as the knowledge of the quality of the solution. For the portfolio selection problems, two integration methods, which integrate Branch-and-Bound algorithm with heuristic search, are proposed and investigated. In layered Branch-and-Bound algorithm, the problem is decomposed into the subsets of variables which are considered at certain layers in the search tree according to their different features. Node selection heuristics, and branching rules, etc. are tailored to the individual layers, which speed up the search to the optimal solution in a given time limit. In local search branching Branch-and-Bound algorithm, the idea of local search is applied as the branching rule of Branch-and-Bound. The local search branching is applied to generate a sequence of subproblems. The procedure for solving these subproblems is accelerated by means of the solution information reusing. This close integration between local search and Branch-and-Bound improves the efficiency of the Branch-and-Bound algorithm according to the experimental results. The hybrid approaches benefit from each component which is selected according to the properties of the decomposed problems. The effectiveness and efficiency of all the hybrid approaches to the two application problems developed in this thesis are demonstrated. The idea of designing appropriate components in hybrid approach concerning properties of subproblems is a promising methodology with extensive potential applications in other real-world combinatorial optimisation problems

Novel heuristic and metaheuristic approaches to the automated scheduling of healthcare personnel

This thesis is concerned with automated personnel scheduling in healthcare organisations; in particular, nurse rostering. Over the past forty years the nurse rostering problem has received a large amount of research. This can be mostly attributed to its practical applications and the scientific challenges of solving such a complex problem. The benefits of automating the rostering process include reducing the planner’s workload and associated costs and being able to create higher quality and more flexible schedules. This has become more important recently in order to retain nurses and attract more people into the profession. Better quality rosters also reduce fatigue and stress due to overwork and poor scheduling and help to maximise the use of leisure time by satisfying more requests. A more contented workforce will lead to higher productivity, increased quality of patient service and a better level of healthcare. Basically stated, the nurse rostering problem requires the assignment of shifts to personnel to ensure that sufficient employees are present to perform the duties required. There are usually a number of constraints such as working regulations and legal requirements and a number of objectives such as maximising the nurses working preferences. When formulated mathematically this problem can be shown to belong to a class of problems which are considered intractable. The work presented in this thesis expands upon the research that has already been conducted to try and provide higher quality solutions to these challenging problems in shorter computation times. The thesis is broadly structured into three sections. 1) An investigation into a nurse rostering problem provided by an industrial collaborator. 2) A framework to aid research in nurse rostering. 3) The development of a number of advanced algorithms for solving highly complex, real world problems

A domain transformation approach for addressing staff scheduling problems

Staff scheduling is a complex combinatorial optimisation problem concerning allocation of staff to duty rosters in a wide range of industries and settings. This thesis presents a novel approach to solving staff scheduling problems, and in particular nurse scheduling, by simplifying the problem space through information granulation. The complexity of the problem is due to a large solution space and the many constraints that need to be satisfied. Published research indicates that methods based on random searches of the solution space did not produce good-quality results consistently. In this study, we have avoided random searching and proposed a systematic hierarchical method of granulation of the problem domain through pre-processing of constraints. The approach is general and can be applied to a wide range of staff scheduling problems. The novel approach proposed here involves a simplification of the original problem by a judicious grouping of shift types and a grouping of individual shifts into weekly sequences. The schedule construction is done systematically, while assuring its feasibility and minimising the cost of the solution in the reduced problem space of weekly sequences. Subsequently, the schedules from the reduced problem space are translated into the original problem space by taking into account the constraints that could not be represented in the reduced space. This two-stage approach to solving the scheduling problem is referred to here as a domain-transformation approach. The thesis reports computational results on both standard benchmark problems and a specific scheduling problem from Kajang Hospital in Malaysia. The results confirm that the proposed method delivers high-quality results consistently and is computationally efficient

Effective integrations of constraint programming, integer programming and local search for two combinatorial optimisation problems

This thesis focuses on the construction of effective and efficient hybrid methods based on the integrations of Constraint Programming (CP), Integer Programming (IP) and local search (LS) to tackle two combinatorial optimisation problems from different application areas: the nurse rostering problems and the portfolio selection problems. The principle of designing hybrid methods in this thesis can be described as: for the combinatorial problems to be solved, the properties of the problems are investigated firstly and the problems are decomposed accordingly in certain ways; then the suitable solution techniques are integrated to solve the problem based on the properties of substructures/subproblems by taking the advantage of each technique. For the over-constrained nurse rostering problems with a large set of complex constraints, the problems are first decomposed by constraint. That is, only certain selected set of constraints is considered to generate feasible solutions at the first stage. Then the rest of constraints are tackled by a second stage local search method. Therefore, the hybrid methods based on this constraint decomposition can be represented by a two-stage framework “feasible solution + improvement”. Two integration methods are proposed and investigated under this framework. In the first integration method, namely a hybrid CP with Variable Neighourhood Search (VNS) approach, the generation of feasible initial solutions relies on the CP while the improvement of initial solutions is gained by a simple VNS in the second stage. In the second integration method, namely a constraint-directed local search, the local search is enhanced by using the information of constraints. The experimental results demonstrate the effectiveness of these hybrid approaches. Based on another decomposition method, Dantzig-Wolfe decomposition, in the third integration method, a CP based column generation, integrates the feasibility reasoning of CP with the relaxation and optimality reasoning of Linear Programming. The experimental results demonstrate the effectiveness of the methods as well as the knowledge of the quality of the solution. For the portfolio selection problems, two integration methods, which integrate Branch-and-Bound algorithm with heuristic search, are proposed and investigated. In layered Branch-and-Bound algorithm, the problem is decomposed into the subsets of variables which are considered at certain layers in the search tree according to their different features. Node selection heuristics, and branching rules, etc. are tailored to the individual layers, which speed up the search to the optimal solution in a given time limit. In local search branching Branch-and-Bound algorithm, the idea of local search is applied as the branching rule of Branch-and-Bound. The local search branching is applied to generate a sequence of subproblems. The procedure for solving these subproblems is accelerated by means of the solution information reusing. This close integration between local search and Branch-and-Bound improves the efficiency of the Branch-and-Bound algorithm according to the experimental results. The hybrid approaches benefit from each component which is selected according to the properties of the decomposed problems. The effectiveness and efficiency of all the hybrid approaches to the two application problems developed in this thesis are demonstrated. The idea of designing appropriate components in hybrid approach concerning properties of subproblems is a promising methodology with extensive potential applications in other real-world combinatorial optimisation problems

Novel heuristic and metaheuristic approaches to the automated scheduling of healthcare personnel

This thesis is concerned with automated personnel scheduling in healthcare organisations; in particular, nurse rostering. Over the past forty years the nurse rostering problem has received a large amount of research. This can be mostly attributed to its practical applications and the scientific challenges of solving such a complex problem. The benefits of automating the rostering process include reducing the planner’s workload and associated costs and being able to create higher quality and more flexible schedules. This has become more important recently in order to retain nurses and attract more people into the profession. Better quality rosters also reduce fatigue and stress due to overwork and poor scheduling and help to maximise the use of leisure time by satisfying more requests. A more contented workforce will lead to higher productivity, increased quality of patient service and a better level of healthcare. Basically stated, the nurse rostering problem requires the assignment of shifts to personnel to ensure that sufficient employees are present to perform the duties required. There are usually a number of constraints such as working regulations and legal requirements and a number of objectives such as maximising the nurses working preferences. When formulated mathematically this problem can be shown to belong to a class of problems which are considered intractable. The work presented in this thesis expands upon the research that has already been conducted to try and provide higher quality solutions to these challenging problems in shorter computation times. The thesis is broadly structured into three sections. 1) An investigation into a nurse rostering problem provided by an industrial collaborator. 2) A framework to aid research in nurse rostering. 3) The development of a number of advanced algorithms for solving highly complex, real world problems

A domain transformation approach for addressing staff scheduling problems

Staff scheduling is a complex combinatorial optimisation problem concerning allocation of staff to duty rosters in a wide range of industries and settings. This thesis presents a novel approach to solving staff scheduling problems, and in particular nurse scheduling, by simplifying the problem space through information granulation. The complexity of the problem is due to a large solution space and the many constraints that need to be satisfied. Published research indicates that methods based on random searches of the solution space did not produce good-quality results consistently. In this study, we have avoided random searching and proposed a systematic hierarchical method of granulation of the problem domain through pre-processing of constraints. The approach is general and can be applied to a wide range of staff scheduling problems. The novel approach proposed here involves a simplification of the original problem by a judicious grouping of shift types and a grouping of individual shifts into weekly sequences. The schedule construction is done systematically, while assuring its feasibility and minimising the cost of the solution in the reduced problem space of weekly sequences. Subsequently, the schedules from the reduced problem space are translated into the original problem space by taking into account the constraints that could not be represented in the reduced space. This two-stage approach to solving the scheduling problem is referred to here as a domain-transformation approach. The thesis reports computational results on both standard benchmark problems and a specific scheduling problem from Kajang Hospital in Malaysia. The results confirm that the proposed method delivers high-quality results consistently and is computationally efficient

Operational Research: Methods and Applications

Throughout its history, Operational Research has evolved to include a variety of methods, models and algorithms that have been applied to a diverse and wide range of contexts. This encyclopedic article consists of two main sections: methods and applications. The first aims to summarise the up-to-date knowledge and provide an overview of the state-of-the-art methods and key developments in the various subdomains of the field. The second offers a wide-ranging list of areas where Operational Research has been applied. The article is meant to be read in a nonlinear fashion. It should be used as a point of reference or first-port-of-call for a diverse pool of readers: academics, researchers, students, and practitioners. The entries within the methods and applications sections are presented in alphabetical order. The authors dedicate this paper to the 2023 Turkey/Syria earthquake victims. We sincerely hope that advances in OR will play a role towards minimising the pain and suffering caused by this and future catastrophes

Advanced Methods and Models for Employee Timetabling Problems

This thesis is focused on the design of efficient models and algorithms for employee timetabling problems (ETPs). From our point of view, there are two significant gaps in the current state of the art. The first one, also important in practice, concerns the ETP with strongly varying workforce demand. Unlike the classical Nurse Rostering Problem (NRP) this problem considers dozens of shift types that can cover the demand more precisely than early, late and night shift type used in NRP. In this work we call this problem the Employee Timetabling Problem with a High Diversity of shifts (ETPHD). It comes as no surprise that the exact methods like Integer Linear Programming are not able to find its solution in reasonable time. Therefore, a transformation of ETPHD based on mapping of shift types to shift kinds was proposed. The transformation allows one to design a multistage approach (MSA). The aim of the first two stages is to find an initial ETPHD solution, where a rough position of assigned shifts is determined. This proved to be substantial for the last stage of MSA, where the solution is consequently improved in terms of its quality. In order to verify the MSA performance, a cross evaluation methodology was proposed. It is based on the comparison of the performance provided by more approaches on more combinatorial problems. Therefore, real life ETPHD instances from an airport ground company and also standard benchmark NRP instances were considered. The experiments confirmed the better or equal performance of our approach in the most of the cases. The second gap in the literature is an absence of parallel algorithms for ETPs. We focused on the Nurse Rerostering Problem (NRRP) that appears when a disruption in the roster occurs, e.g., when one of the employees becomes sick. For this purpose, the parallel algorithm solving NRRP was proposed in order to shorten needed computational time. This algorithm was designed for a Graphics Processing Unit (GPU) offering a massive parallelization. To the best of our knowledge, this is the first usage of GPU for ETPs. The performance of the GPU parallel algorithm was tested on the real life NRRP benchmark instances and evaluated from two points of view. Firstly, the quality of the results was compared to the known results from the state of the art. Secondly, the speedup achieved by the parallel algorithm related to the sequential one was verified. In average, the parallel algorithm is able to provide the results of the same quality 15 times faster than the sequential one.Katedra řídicí technik