Fernanda Campello

Learn More
We describe a method to find low cost shift schedules with a time-varying service level that is always above a specified minimum. Most previous approaches used a two-step procedure: (1) determine staffing requirements and (2) find a minimum cost schedule that provides the required staffing in every period. Approximations in the first step sometimes cause(More)
Many service systems use case managers, servers who are assigned multiple customers and have frequent, repeated interactions with each customer until the customer’s service is completed. Examples may be found in health care (emergency department physicians), contact centers (agents handling multiple on-line chats simultaneously) and social welfare agencies(More)
Staffing requirements for service systems are often determined by segmenting time into periods and using a sequence of steady-state queueing models. The resulting requirements are approximate because nonstationary and transient effects are not considered. We propose using a non-stationary infinite-server model to determine staffing requirements for a(More)
  • 1