Arizona National Marketing is (was) an in-bound only telemarketing company located in Omaha, Nebraska (the telemarketing capital of the world). ANM’s operators take information from callers wanting to order certain products seen advertised on TV throughout the day. In scheduling employees to answer the multitude of their in-bound 1-800 calls, they have relied upon ‘seat-of-the-pants’ methodologies that leave the operations manager uneasy. She wants to take a look at a ‘clean slate’ schedule and then adjust her workforce so as to move toward this schedule in the future.

Historical records are pretty good at ANM. Because of this, the operations manager can estimate fairly accurately the number of required operators for each hour throughout the work day (8 a.m. through 10 p.m.). This is shown in the table below.

Full-time operators are paid $10/hour and work 4 hours, take 1 hour off for lunch, then work another 4 hours (they’re paid $80/day). Part timers work 4 consecutive hours and are paid $6/hour for each hour before 5 p.m. and $7/hour for each hour on or after 5 p.m. For simplicity sake, the schedule should only consider four possible shifts for full-time operators: 8am - 5pm, 9am-6pm, 10am-7pm and 1pm-10pm. All possible part time shifts should be included in the analysis. Assume shifts only start ‘on the hour’. Obviously, any schedule generated MUST have at least the required operators on hand (shown above) for each hour time frame. Treat full and part-time operators equivalently in terms of productivity. Additionally, it is an ABSOLUTE policy requirement that no more than 5 operators can be assigned to each individual shift (i.e., no more than 5 operators starting any one of the 4 full time shifts or no more than 5 part time operators starting at x o’clock, etc.). SHIFT is DIFFERENT THAN HOUR!!! USING INTEGER VALUE REQUIREMENTS appropriately, create and solve a goal programming model for the scheduling situation that depicts the following order of goals in decreasing order of importance:

Goal 1: Keep cost below or at $1600 per day.

Goal 2: Make sure there are at least 4 full-time employees working during each hour.

Goal 3: The combined number of full and part-time people each hour should not exceed the total required operators stated above for that hour by more than 5 people.

Goal 4: Try to schedule at least 1 person in each shift (all 15 shifts).

Goal 5: There should be no more than 10 part-time employees scheduled during each hour time frame. For simplicity, sub-goals can be treated equally

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Status NEW Posted 21 Apr 2017 02:04 AM My Price 8.00

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