Demand disturbances in service businesses are typically managed by resource actions such as hiring, releasing and cross training of the workforce. The magnitudes of resource actions are often decided by estimating the discrepancy between the demand for services and the supply of workforce. However, naïve feedback control of the resource actions by policies that equate the discrepancy to the control action can produce undesirable effects such as oscillation between hiring and releasing of workforce, and amplified oscillation through the stages of the service processes. Effective combination of multiple feedback control schemes can produce desirable policies of workforce resource actions. In this work, we study application of control theoretic principles in managing resource actions to see how various feedback control schemes can improve costs, utilization and stability of workforce.
By: Young M. Lee; Lianjun An; Daniel Connors
Published in: RC24575 in 2008
LIMITED DISTRIBUTION NOTICE:
This Research Report is available. This report has been submitted for publication outside of IBM and will probably be copyrighted if accepted for publication. It has been issued as a Research Report for early dissemination of its contents. In view of the transfer of copyright to the outside publisher, its distribution outside of IBM prior to publication should be limited to peer communications and specific requests. After outside publication, requests should be filled only by reprints or legally obtained copies of the article (e.g., payment of royalties). I have read and understand this notice and am a member of the scientific community outside or inside of IBM seeking a single copy only.
Questions about this service can be mailed to reports@us.ibm.com .
