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| Date: |
February 23, 2011 (Wednesday) |
| Time : |
11:30am - 1:00pm |
| Language : |
English |
| Venue : |
Room 602, Meng Wah Complex, The University of Hong Kong |
| Presented By : |
Dr. Yong-Pin Zhou, Associate Professor, Department of Information Systems and Operations Management, Michael G. Foster School of Business, University of Washington |
| Seminar title : |
Parametric Stochastic Programming Models for Call-Center Workforce Scheduling
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| Abstract: |
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We develop and test an integrated forecasting and stochastic programming approach to workforce management in call centers. We first demonstrate that parametric forecasts can be used to drive stochastic programs whose results are stable with relatively small numbers of scenarios. We then extend our approach to include forecast updates and two-stage stochastic programs with recourse. Experiments with two large sets of call-center data show that, in these environments, neither the use of scenarios nor the use of recourse actions, alone, is sufficient to ensure both cost effective and stable performance: in one set of experiments, the use of multiple scenarios is essential, while in the other the ability to take recourse actions is most important.
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| All Interested are Welcomed: |
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Request for presentation papers or enquires, please contact:
Miss Panda Tsu
Tel: 2241 5050 or pandatsu@business.hku.hk
The papers will also be available on the presentation. |
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