THE WORKFORCE PLANNING IN A MULTI-SYSTEM SERVICE CENTER WITH CROSS-TRAINED WORKERS
多系统服务中心的多技能服务人员调度问题研究

The workforce planning problemin a service center with multiple systems and cross-trained workers is investigated.The objective is to minimize the total hiring and switching costssubject to service level constraints through determining the propertypes of workers, the proper number of workers and the properassignment of the workers to the systems. Mathematical formulation ispresented and a column generation heuristic is developed to solvelarge scale problems. The algorithm is illustrated by a numericalexample.