Abstract
Private hospitals offer an advanced appointment program that allows patients to receive medical care services at their convenient time. While the amount of callers has increased, many hospitals face difficulties to determine the number of operators to promptly respond the calls. Long waiting time may cause some callers to abandon their lines, which leads to the loss of opportunity. This chapter focuses on how to determine the optimal number of operators and their assignment in a service time horizon. An integrated framework is proposed using mixed-integer nonlinear programming to solve the staff planning and allocation problem. The result shows that the framework is viable.
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Booranadiloak, S., Janjarassuk, U., Rienkhemaniyom, K., Yuangyai, C. (2015). Manpower Planning with Multiple Tasks for a Call Center in Healthcare Service. In: Kachitvichyanukul, V., Sethanan, K., Golinska- Dawson, P. (eds) Toward Sustainable Operations of Supply Chain and Logistics Systems. EcoProduction. Springer, Cham. https://doi.org/10.1007/978-3-319-19006-8_34
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DOI: https://doi.org/10.1007/978-3-319-19006-8_34
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