Multi-period Service Scheduling with Consideration of Customer Preferences

Abstract

Operations management in service organizations has become a significant focus for researchers and decision-makers in recent years. Accordingly, scheduling problems, which are the process of allocating resources within a specific planning horizon, are fundamental to every service system. Corporations need to satisfy some recurring service requirements in such systems where the efficient allocation of resources and effective time management are vital for improving operational processes. This problem, known as multi-period service scheduling, includes customers with periodic demands for specific services. By investigating the related study, no research has been found that surveyed the different visit patterns of customers. This is the first study to provide a mathematical model considering customers' preferences concerning various visit patterns. Despite its complicated structure, the problem is formulated as a new Pure Integer Linear Programming (PILP), minimizing the total number of operators required during the planning horizon. This study uses a numerical example and a real case study to confirm the validity of the proposed model. The practical implications of this research are significant, as it presents a model that can effectively solve real-world, large-scale problems with reasonable computing time and full compliance with all constraints, thereby improving operational efficiency and customer satisfaction.