项目名称: 考虑客户与员工行为的多技能呼叫中心集成排班优化方法研究
项目编号: No.71271052
项目类型: 面上项目
立项/批准年度: 2013
项目学科: 管理科学
项目作者: 宫俊
作者单位: 东北大学
项目金额: 53万元
中文摘要: 本项目的研究目的是以新的理论和方法研究当前背景下的呼叫中心排班问题。研究目标是提供考虑客户与员工行为的多技能呼叫中心集成排班优化方法。具体的研究内容包括建立基于行为科学理论和方法的客户与员工的行为模型和满意度评价模型,提供基于行为分析的智能仿真优化方法,获得基于实证分析的用于指导排班的原则或策略,实现低成本高服务质量的运营目标。关键的科学问题包括客户与员工行为规律的描述与表达方法和行为分析,以及面向大规模复杂的集成排班问题的仿真优化方法。这些科学问题的解决不仅在理论上丰富和发展了多技能排班调度问题,具有重要的学术价值,同时在这些模型和方法的支持下,设计开发的决策支持系统原型,能够为大规模多技能呼叫中心运作管理模式提供理论、方法和技术支持。同时,也对相关服务行业集成排班问题的研究具有借鉴意义。
中文关键词: 顾客耐心;人力资源配置;排队论;联合排班;鲁棒优化
英文摘要: This research project aims to study the multi-skill call center staffing,scheduling and rostering problem under the current background based on new theories and methods. The specific object of the study is going to solve complex multimedia call center multi-skill integrated scheduling problems. The specific research contents are to build customer and employee behavior model and satisfaction evaluation model based on behavioral science theory and method, and develop the framework of optimization theories and methods based on behavior analysis heuristic and intelligent simulation optimization, and obtain guidance scheduling principles or strategies through the empirical analysis, and realize low cost and high quality of service operation target. The key scientific problems are customer and employee behavior descriptions and expression methods and behavior analysis, and integrated scheduling simulation optimization methods for large scale complex multi-skill call center. These researches not only theoretically can enrich and develop multi-skill scheduling problem with important academic value, also can help to design and develop decision support system for large scale, multi skill call center operation management. At the same time, these integrated scheduling problem research has reference significance on the relat
英文关键词: Customer patience;HR Capacity;Queue;shift schdeuling;Robust Optimization