Front-office multitasking between service encounters and back-office tasks

Benjamin Legros,Oualid Jouini,O. Zeynep Aksin,Ger Koole

European Journal of Operational Research（2020）

引用 4|浏览28

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摘要

•We model the complex work of a front-line service worker as a queueing system.•We show how to use breaks and interludes for treating back-office tasks.•Switching times play a critical role in the optimal control of the server’s work.

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关键词

Multitasking,Front-office service work,Case-manager system,Queueing system control

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