A carregar...
Publicação
Dimensionamento e escalonamento de pessoal em Call Centre
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 1.83 MB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
Os problemas de escalonamento de pessoal têm sido abundantemente abordados ao longo do tempo, devido ao peso elevado dos custos com pessoal na estrutura de uma organização.
O projeto em desenvolvimento assenta na resolução de um problema de escalonamento com aplicação num call centre na área da saúde e visa a minimização dos custos incorridos e a consideração das preferências dos colaboradores em termos de dias e turnos de trabalho. O problema consiste na alocação dos seus colaboradores aos turnos existentes, de forma a cobrir a procura (volume de chamadas recebidas), respeitando as normas de funcionamento da organização e a legislação laboral.
Na resolução do problema, adaptaram-se dois modelos: um modelo de staffing e um de rostering. O primeiro pretende determinar o número de colaboradores necessários por turno e dia da semana de acordo com a variabilidade da procura. As soluções deste modelo representam os inputs para o segundo, onde se distribuem os colaboradores pelos diferentes turnos e dias de trabalho. Ambos são formalizados em programação linear inteira e resolvidos através de métodos exatos, com recurso ao OpenSolver. Os modelos são escritos por meio de macros em VBA.
Os modelos foram testados através de instâncias de pequenas dimensões, com diferentes níveis de procura, número e distribuição de turnos. Perante os resultados obtidos foi possível concluir que a distribuição dos enfermeiros pelos turnos varia consoante o número de turnos diários e o nível de procura considerado, dependendo também do número mínimo de enfermeiros a respeitar em cada turno de trabalho.
Staff scheduling problems have been abundantly addressed over time, from diverse perspectives. This can be justified by the high weight of personnel costs in the structure of an organization. The project under development is based on the resolution of a scheduling problem applied to a call center, aiming both to minimize the costs incurred and to consider the preferences of employees in terms of days and shifts. The problem aims to allocate employees to existing shifts in way to cover demand, i.e. the volume of calls received, respecting the organization's operating norms and labor legislation. In the problem solving, two models were adapted: a staffing model and a rostering model. The first one determines the number of employees required per shift and day of the week according to demand variability. The solutions of this model represent the inputs to the second, where the employees are distributed through different shifts and working days. Both are formalized in integer linear programming and solved through exact methods, using OpenSolver/Excel. The templates are generated by means of macros written in VBA. The models were tested using small instances with different levels of demand, number and distribution of shifts. From the results obtained it was possible to conclude that the distribution of nurses by work shifts varies with the number of existing daily shifts and the level of demand considered and depends on the minimum number of nurses to be respected in each hour and work shift.
Staff scheduling problems have been abundantly addressed over time, from diverse perspectives. This can be justified by the high weight of personnel costs in the structure of an organization. The project under development is based on the resolution of a scheduling problem applied to a call center, aiming both to minimize the costs incurred and to consider the preferences of employees in terms of days and shifts. The problem aims to allocate employees to existing shifts in way to cover demand, i.e. the volume of calls received, respecting the organization's operating norms and labor legislation. In the problem solving, two models were adapted: a staffing model and a rostering model. The first one determines the number of employees required per shift and day of the week according to demand variability. The solutions of this model represent the inputs to the second, where the employees are distributed through different shifts and working days. Both are formalized in integer linear programming and solved through exact methods, using OpenSolver/Excel. The templates are generated by means of macros written in VBA. The models were tested using small instances with different levels of demand, number and distribution of shifts. From the results obtained it was possible to conclude that the distribution of nurses by work shifts varies with the number of existing daily shifts and the level of demand considered and depends on the minimum number of nurses to be respected in each hour and work shift.
Descrição
Mestrado em Métodos Quantitativos para a Decisão Económica e Empresarial
Palavras-chave
problema de escalonamento de pessoal SNS 24 programação linear inteira personnel scheduling problem integer linear programming
Contexto Educativo
Citação
Alexandre, Joana Fonseca (2019). "Dimensionamento e escalonamento de pessoal em Call Centre". Dissertação de Mestrado, Universidade de Lisboa. Instituto Superior de Economia e Gestão.
Editora
Instituto Superior de Economia e Gestão