Employee Scheduling Problems The customer service division provides telephone co
ID: 1721458 • Letter: E
Question
Employee Scheduling Problems
The customer service division provides telephone consultation to the public from 7:00 AM EST to 9:00 PM EST, five days a week. The telephone load is heaviest in the weeks leading up to April 15th of each year. You would like to set up staffing procedures for handling this load during the busy weeks. After analyzing previous years, you have come up with the following table of requirements for these weeks.Table 1 lists the consultant requirements for each hour of the day. The table is read like this: looking at the column for 9:00 AM, from 9:00 AM to 10:00 AM there are 15 English speaking consultants needed and 8 Spanish consultants needed.
Table 1: Consultant Requirements by Hour
Each telephone consultant works 8 hours a day. They will work for 4 consecutive hours, have 1 hour off for lunch and then work another 4 consecutive hours.
Many of the callers can speak English but there is a percentage that need a Spanish speaking consultant. You have two types of consultants available: English speaking only and bilingual (they speak both English and Spanish). English only consultants are paid $17.50 per hour and bilingual consultants are paid $21.00 per hour. Consultants are not paid for their lunch hour.
Develop an optimal staffing schedule to meet the above requirements with excel solver.
The division is considering using part-time consultants in addition to the full-time consultants described above. After discussing it with the many stakeholders, you decide to create a part-time position that works only 4 consecutive hours (no more, no less)and requires the consultant to be bilingual. This position pays $15.00 per hour. Develop an optimal staffing schedule that incorporates the part-time consultants with Excel solver.
Considering these two results, make recommendations on what to do.
Hours 7AM 8AM 9AM 10AM 11AM 12PM 1PM 2PM 3PM 4PM 5PM 6PM 7PM 8PM English Speaking 12 12 15 15 17 20 20 10 10 10 17 25 25 25 Spanish Speaking 7 8 8 12 8 10 12 12 8 7 5 7 15 15Explanation / Answer
The solution needs drawing fresh chart as
let x = no. of consultants speaking English only
y = no. of consultants speaking Spanish ang English both
Hr. --> 1st 2nd 3rd 4rth 5th 6th 7th 8th 9th 10th 11th 12th 13th 14th
x -------> 5 4 7 3 9 10 8 0 2 3 12 18 10 10
y --------> 7 8 8 12 8 10 12 12 8 7 5 7 15 15
in lunch x-----------> 5 0 2
in lunch y ---------> 7 1
additional req.
Req.x----> 4
req y--> 1
Like this the chart has to be completed and then using GANTT CHART or LP model the problem can be solved.
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