Resumo

OJEDA VILLAGOMEZ, Raúl. Decisions on the Allocation of Staff to Work Schedules Using Linear Programming: The Case of a Company Call in Mexico. Investig. adm. [online]. 2015, vol.44, n.115. ISSN 2448-7678.

It is important that management has the right amount of information and skills to improve the quality of service of staff serving the customer and make a proper decision making, which is the case of telephone operators, telephone company’s tools. This research posits that using genetic algorithms a model which provides more efficient than traditional methods of allocation problems working hours telephone operators solution is obtained. You have to make a decision regarding response time, with quality measures at international level and where the decision maker often have to face a lot of information with a large number of variables and a complex relationship between them . Hence the interest of this study: How to model and solve more efficiently a complex problem staffing schedules work in a large company of Mexican call?, in order to incorporate combinations of work schedules telephone and shifts with telephone operators and their breaks and unavailable to meet customer time, which impacts customer satisfaction stations.

Palavras-chave : PL Linear programming; AG Genetic Algorithms; ETP Employee Timetabling Problem.

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