呼叫中心人员管理办法研究

呼叫中心属于劳动密集型产业,其人力成本通常占到运营总成本的65%左右,提高呼叫中心的人员管理能力,提升其人力资源使用效率,将有效减少呼叫中心的运营成本投入。本文主要从人员招聘、人员培训、人员维系和人员利用四个方面着手,分析人力成本的构成因素,针对性的提出各环节的人员管理建议,从而实现呼叫中心的人力成本控制目标。     

薪酬管理中的公平性原则探析

基于米尔科维奇的薪酬设计四维度模型和组织行为学中的公平理论,我认为公平性原则是薪酬体系的设计过程必须贯彻和优先贯彻的原则.它在薪酬管理中具体体现为内部公平、外部公平和员工个人公平.     

呼叫中心业务系统的分析与设计

呼叫中心业务系统以医院呼叫中心的日常业务为基础,对日常业务的工作流程等进行分析、优化,进行信息系统的设计,实现了对呼叫中心的业务进行支持,完成相关知识库、工作记录单、电话薄维护、小秘书、排班及考勤等功能。提高了坐席员的工作效率,从而提升医院的服务质量。     

我国政府人员规模研究——基于效率和公平双视角的考量

已有文献主要基于经济和效率视角来研究政府人员规模的大小.本文建立了一个包含两个地方政府的理论模型分析效率和公平双视角下的政府人员规模,并利用2004-2013年地级市面板数据进行验证,试图比较效率和公平视角下政府人员规模的区别.研究发现,追求效率还是追求公平会影响地区间的编制分配,在公平原则下,欠发达地区的最优政府人员规模更大,而实证研究发现我国政府编制分配实行的是效率原则,发达地区获得了更大的编制份额.同时,相对于非省会城市和中西部地区,省会城市和东部地区城市获得了更大的编制倾斜,说明了我国编制分配中的地缘特征和人治色彩.     

弹性排班在中国石油四川销售公司加油站中的应用概况

阐述了弹性排班的概念,推行弹性排班的必要性,确定了弹性排班的实施原则和具体实施方法.     

供应链联盟下制造企业利益分配

当前企业由于供应链联盟,它的绩效都有了一定的提高,但联盟利益分配的合理与公平反过来又直接影响联盟的进一步发展.基于此,本文提出一个基于制造企业付出成本、基于制造企业贡献大小、基于制造企业地位这三阶段的制造企业联盟利益分配模型,从而对制造联盟企业联盟利益分配提供一些理论指导.     

河北省冶金矿山行业税费负担研究及建议

近年来铁矿市场价格持续走低,各类税费成本已占生产经营成本的1/3左右,冶金矿山企业特别是中小铁矿企业挣扎在生死线上。以河北省为例,基于冶金矿山税费构成现状分析,提出以合理、公平、区别对待原则调整和完善税费政策的建议。     

河北省冶金矿山行业税费负担研究及建议

近年来铁矿市场价格持续走低,各类税费成本已占生产经营成本的1/3左右,冶金矿山企业特别是中小铁矿企业挣扎在生死线上。以河北省为例,基于冶金矿山税费构成现状分析,提出以合理、公平、区别对待原则调整和完善税费政策的建议。     

地铁上盖物业土地使用权成本计量模型探讨

地铁上盖物业开发项目土地使用权的成本计量不同于普通物业,对后续土地增值税的计税基础具有重大影响.本文根据地铁物业增值收益溢出效应的分析,研究提出基于全过程项目管理和工作分解结构理论的全过程计量模型的计量方法、基于市场公允交易价格导向和会计理论配比原则的成本收入配比计量模型,客观反映其成本构成.     

呼叫中心云终端应用探讨

本文通过对呼叫中心云终端应用的研究,分析了云终端应用基本原理及网络解决方案,科学地提出了利用云终端的理念,在网络组成和网络速度方面采用基于服务器的计算和网络计算的技术,并将基于服务器的计算和网络计算的技术及低功耗、嵌入式处理器的技术纳入到座席终端设计中.研究采取云终端技术,减少现场维护,降低维护成本;节能减排,降低运营成本;降噪去污,低成本创造人性化办公环境.     

客户关系管理与呼叫中心的结合

客户关系管理(CRM)是企业的一种经营策略、管理理念,在实践上就表现为一套软件和技术的使用,呼叫中心作为实现CRM的信息技术支撑,在CRM战略中扮演着越来越重要的角色,文章针对两者的关系和技术上的运用进行讨论,提出了基于CRM的呼叫中心是未来的发展趋势。     

Sequential clinical scheduling with patient no-show: The impact of pre-defined slot structures

This paper develops a sequential scheduling algorithm for consultation periods not divided into slots. Patients call a scheduler and request appointments with a specified provider. The scheduler provides the patient with an appointment time before the call terminates. In making the appointment, the scheduler cannot alter the appointments of previously scheduled patients. Service times are random and each scheduled patient has a probability of “no-showing” for the appointment. Each arriving patient generates a given amount of revenue, and costs are incurred from patient waiting and provider overtime. The scheduling method selects the calling patient's appointment time by minimizing the total expected cost. We prove that total expected cost is a convex function of appointment times and that the expected profit of the schedule is unimodal, which provides a unique stopping criterion for the scheduling algorithm. Computational studies compare this approach with no-show based sequential scheduling methods for out-patient clinics where a predefined slot structure is assumed. The new method yields higher expected profit and less overtime than when service periods are pre-divided into slots. Because slot scheduling is ingrained in healthcare, we use the model to design slot structures that account for no-show and service time variation.     

Short interval forecasting of emergency phone call (911) work loads

There has been an increasing emphasis over the last 5 to 10 years to improve productivity in the Service Sector of the U.S. economy. Much of the improvement obtained by these managers has come about through better scheduling of the work force in these organizations. Effective scheduling of this personnel requires good estimates of demand, which may exhibit substantial variations between days for certain times of the year. The Indianapolis Police Department (IPD) Communications area is one such organization that exhibits varying workloads and is interested in improving staff scheduling of dispatch operators.This article explores the use of six different forecasting techniques for predicting daily emergency call workloads for the IPD's communications area. Historical call volume data are used to estimate the model parameters. A hold-out sample of five months compares forecasts and actual daily call levels. The forecast system utilizes a rolling horizon approach, where daily forecasts are made for the coming month from the end of the prior month. The forecast origin is then advanced to the end of the month, where the current month's actual call data are added to the historical database, new parameters are estimated, and then the next month's daily estimates are generated. Error measures of residual standard deviation, mean absolute percent error, and bias are used to measure performance. Statistical analyses are conducted to evaluate if significant differences in performance are present among the six models.The research presented in this article indicates that there are clearly significant differences in performance for the six models analyzed. These models were tailored to the specific structure and this work suggests that the short interval forecasting problems faced by many service organizations has several structural differences compared to the typical manufacturing firm in a made-to-stock environment. The results also suggests two other points. First, simple modeling approaches can perform well in complex environments that are present in many service organizations. Second, special tailoring of the forecasting model is necessary for many service firms. Historical data patterns for these organizations tend to be more complex than just trend and seasonal elements, which are normally tracked in smoothing models. These are important conclusions for both managers of operating systems and staff analysts supporting these operating systems. The design of an appropriate forecasting system to support effective staff planning must consider the nature, scope, and complexity of these environments.     

配送中心车辆调度模型及遗传算法设计

针对物流配送中心车辆调度问题,采用混合整数规划方法进行建模。对实际问题进行研兖分析后,基于所研究问题的特点,提出基于遗传算法的求解方法。通过数值实验对算法不同参数组合进行分析、比较,获得最佳参数组合．建立了有效的求解该问题的遗传算法。并通过对实际问题的数值仿真试验．验证了算法的有效性。     

带车辆路线安排的多配送中心选址问题的求解——基于SPSS和遗传算法

研究了带车辆路线安排的多配送中心选址问题。首先根据宏观的定量指标对需求点运用SPSS进行区域划分,将一个多配送中心选址问题转化为多个单配送中心选址问题,然后,在一辆配送车一次只能为一个需求点供货的情况下,建立并求解了单配送中心选址问题的整数线性规划模型;在一辆配送车一次可以为多个需求点供货的情况下,用遗传算法求出了最佳车辆配送路线和最佳选址位置。     

Scheduling spatially distributed jobs with degradation: Application to pothole repair

This paper considers scheduling spatially distributed jobs with degradation. A mixed integer programming (MIP) model is developed for the linear degradation case in which no new jobs arrive. Properties of the model are analyzed, following which three heuristics are developed, enhanced greedy, chronological decomposition and simulated annealing. Numerical tests are conducted to: (i) establish limits of the exact MIP solution, (ii) identify the best heuristic based on an analysis of performance on small problem instances for which exact solutions are known, (iii) solve large problem instances and obtain lower bounds to establish solution quality, and (iv) study the effect of three key model parameters. Findings from our computational experiments indicate that: (i) exact solutions are limited to instances with less than 14 jobs; (ii) the enhanced greedy heuristic followed by the application of the simulated annealing heuristic yields high quality solutions for large problem instances in reasonable computation time; and (iii) the factors “degradation rate” and “work hours” have a significant effect on the objective function. To demonstrate applicability of the model, a case study is presented based on a pothole repair scenario from Buffalo, New York, USA. Findings from the case study indicate that scheduling spatially dispersed jobs with degradation such as potholes requires: (i) careful consideration of the number of servers assigned, degradation rate and depot location; (ii) appropriate modeling of continuously arriving jobs; and (iii) appropriate incorporation of equity consideration.     

具有模糊加工时间的偏柔性作业车间调度问题研究

研究了以最小化制造跨度为目标的,具有模糊加工时间的偏柔性作业车间调度问题。针对该问题,采用三角模糊数来表征时间参数;并采用预处理算法,将偏柔性作业车间调度问题转化为更容易处理的完全柔性作业车间调度问题,给出了基于粒子群优化的调度模型;最后通过实例验证了模型的有效性。     

Effects of job stress on self-esteem,job satisfaction,and turnover intention

ABSTRACT

This study is focused on female inbound call center counselors who are easily exposed to emotional labor when customers express anger and hostility and use swear words toward invisible targets on the phone. Our study is based on 244 responses from female inbound call center counselors. Job stress has a significantly negative effect on job satisfaction and self-esteem. It was shown that self-esteem has a partially mediating effect, and turnover experience had a moderating effect. It is important to shed new light on the roles of self-esteem among determinants of job satisfaction.     

基于微粒群优化算法的物流配送中心选址问题研究

结合物流配送中心选址的特点，建立数学模型．在此基础上研究了基于微粒群算法的物流多配送中心选址问题，得到一种新的多配送中心选址方法。仿真结果证明此方法比传统选址方法更适合多配送中心选址和非线性问题的优化，并且具有传统算法所不具备的灵活性，适用多样的物流配送模型。     

Diverse task scheduling for individualized requirements in cloud manufacturing

Cloud manufacturing (CMfg) has emerged as a new manufacturing paradigm that provides ubiquitous, on-demand manufacturing services to customers through network and CMfg platforms. In CMfg system, task scheduling as an important means of finding suitable services for specific manufacturing tasks plays a key role in enhancing the system performance. Customers’ requirements in CMfg are highly individualized, which leads to diverse manufacturing tasks in terms of execution flows and users’ preferences. We focus on diverse manufacturing tasks and aim to address their scheduling issue in CMfg. First of all, a mathematical model of task scheduling is built based on analysis of the scheduling process in CMfg. To solve this scheduling problem, we propose a scheduling method aiming for diverse tasks, which enables each service demander to obtain desired manufacturing services. The candidate service sets are generated according to subtask directed graphs. An improved genetic algorithm is applied to searching for optimal task scheduling solutions. The effectiveness of the scheduling method proposed is verified by a case study with individualized customers’ requirements. The results indicate that the proposed task scheduling method is able to achieve better performance than some usual algorithms such as simulated annealing and pattern search.