산업공학 (IE interfaces)

  • 제18권3호
  • /
  • Pages.317-326
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  • 2005
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  • 1225-0996(pISSN)
  • /
  • 2234-6465(eISSN)
대한산업공학회 (Korean Institute of Industrial Engineers)
권호 표지

고객지원 센터의 최적 인력 일정계획 수립 모델 개발에 대한 사례연구

Case Study : Development of Customer Support Center Staffing Model

  • 유우연 (명지대학교 산업시스템 공학부) ;
  • 김희동 (삼성전자) ;
  • 양재경 (전북대학교 산업정보시스템 공학과)
  • Yu, Woo-Yeon (Department of Industrial and Systems Engineering, Myong Ji University) ;
  • Kim, Hee-Dong (LCD Business, Samsung Electronics) ;
  • Yang, Jaek-Yung (Department of Industrial and Information Systems Engineering, Chonbuk National University)
  • 투고 : 2004.07.16
  • 심사 : 2005.06.10
  • 발행 : 2005.09.30
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초록

Staff scheduling is an important area, both from an academic and industrial point of view. It has become increasingly important as business becomes more service oriented and cost conscious in a global environment. There has been a lot of study to develop new and efficient staff scheduling models and methods. The purpose of this paper is not to develop new theoretical results but to develop a comprehensive user-friendly staffing model that can be applied to the real-world practice. The developed staffing software, OptStaff, provides the optimal configuration of the customer support center including the selection of customer support center locations, the allocation of staffs to each selected location, and schedules of staffs, so as to minimize the total cost while maximizing the customer satisfaction level. OptStaff also has capability to do scenario analysis by varying the levels of parameters and to create a variety of graphs and reports with user-friendly interfaces.

키워드

참고문헌

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