| Abstract: | This paper considers a case study of dynamic job scheduling applied to a real accounting operation. Tasks are assigned to agents over a time horizon minimizing the number of delays and overtime while maximizing the number of anticipated tasks. The solution respects a set of constraints such as agent skills, due time and precedence requirements. It also accounts for uncertainties by capturing changes in the environment such as new orders, changes in the agents' availability and unexpected problems while performing a task. The manager is given a chance to first simulate and then deploy corrective actions to mitigate the impact of changes in the environment. Two heuristics are developed and the results show a significant performance improvement in the operation. Copyright © 2018 ASAC. Published by John Wiley & Sons, Ltd. |
