References

Selected References

The resources provided here are a few that will help in an in depth understanding of Dantzig’s workforce model and its application in call center scheduling. These resources were extensively used in our work and publication.

Dantzig’s model and application

A Comment on Edie’s “Traffic Delays at Toll Booths”, George B. Dantzig, Journal of the Operations Research Society of America, Vol. 2, No. 3 (Aug., 1954), pp. 339-341. See Dantzig.

Implicit Modeling of Flexible Break Assignments in Optimal Shift Scheduling, Stephen E. Bechtold, Larry W. Jacobs, Management Science, Vol. 36, No. 11 (Nov., 1990), pp. 1339-1351. See Bechtold.

Combining Integer Programming and the Randomization Method to Schedule Employees, Armann Ingolfsson, Edgar Cabral, Xudong Wu, June 2007, University of Alberta, Edmonton, Alberta T6G 2R6, Canada. See Ingolfsson.

Improved Implicit Optimal Modeling of the Labor Shift Scheduling Problem, Gary M. Thompson, Management Science, Vol. 41, No. 4 (Apr., 1995), pp. 595-607. See Thompson.

Call Centers (Centres) Research Bibliography with Abstracts, Avishai Mandelbaum, Faculty of Industrial Engineering and Management, Technion—Israel Institute of Technology Haifa 32000, Israel, Version 6: December 23, 2004. See Mandelbaum.

Telephone Call Centers: Tutorial, Review and Research Prospects, Noah Gans, Ger Koole, Avishai Mandelbaum, Faculty of Industrial Engineering and Management, Technion—Israel Institute of Technology Haifa 32000, Israel, December 23, 2003. See Gans.

Optimal Shift Scheduling with Multiple Break Windows, Turgut Aykin, Management Science, Vol. 42, No. 4 (Apr., 1996), pp. 591-602 See Aykin.

A Composite Branch and Cut Algorithm for Optimal Shift Scheduling with Multiple Breaks and Break Windows, Turgut Aykin, The Journal of the Operational Research Society, Vol. 49, No. 6 (Jun., 1998), pp. 603-615. See Aykin.

Dantzig’s model generation

Call Center Mathematics, Ger Koole, A scientific method for understanding and im-proving call centers, March 2006. See Koole.

A review and implementation of combinatorial optimization algorithms applied to workforce scheduling, Steven Campbell, MS Project, University of Colorado at Colorado Springs, 2006.. See Campbell.

An improved heuristic for staffing telephone call centers with limited operating hours, L.V. Green, P.J. Kolesar, and J. Soares, Production and Operations Management, 12(1):46-61, 2003.. See Green.

Dantzig’s model solvers

Cbc (Coin-OR Branch and Cut) mixed integer programming solver, Computational Infrastructure for Operations Reasearch (COIN-OR), John J. Forrest, Version 2.20.00, September 2008. See COIN-OR.

The NEOS Server, J. Czyzyk, M. Mesnier, and J. Moré, IEEE Journal on Computational Science and Engineering, 5 (1998), pages 68-75.. See NEOS.