Author:
Adenso‐Díaz B.,González‐Torre Pilar,García Virginia
Abstract
The problem of capacity management is one of the most difficult to tackle in business management; a situation which is aggravated in the majority of services, due to uncertain demand and personalized requirements, which make it difficult to plan and assign productive capacity. While overstaffing implies extra costs, insufficient capacity implies a lower level of attention to customer needs and therefore a lack of perceived quality. The present article tackles this problem, presenting a model that enables minimum staffing to be easily determined. By taking into account historical staffing data associated with quality data, minimum recommended workload is calculated as a function of the theoretical staff needed according to standard time. The model has been applied in two real cases.
Subject
Management of Technology and Innovation,Strategy and Management,General Business, Management and Accounting
Reference41 articles.
1. Agnihothri, S.R. and Taylor, P.F. (1991), “Staffing a centralized appointment scheduling department in Lourdes Hospital”, Interfaces, Vol. 21 No. 5, pp. 1‐11.
2. Armistead, C.G. and Clark, G. (1994), “The ‘coping’ capacity management strategic in service and the influence on quality performance”, International Journal of Service Industry Management, Vol. 5 No. 2, pp. 5‐22.
3. Assad, A.A., Fu, M.C. and Yoo, J.‐S. (1998), “A lower bounding result for the optimal policy in an adaptive staffing problem”, working paper, University of Maryland, available at: www.isr.umd.edu/TechReports/ISR/1998/TR_98‐7/TR_98‐7.phtml
4. Baker, K. (1976), “Workforce allocation in cyclical scheduling problems: a survey”, Operational Research Quarterly, Vol. 27 No. 1, pp. 155‐67.
5. Buerhaus, P.I. and Needleman, J. (2000), “Policy implications of research on nurse staffing and quality of patient care”, Policy, Politics and Nursing Practice, Vol. 1 No. 1, pp. 5‐15.
Cited by
38 articles.
订阅此论文施引文献
订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献