In this paper, we discuss a decision support system for optimizing staff management of desk customer relations services at Hera, a large Italian multiutility company. The system, SPRINT, which is based on state-of-the-art demand forecasting, implements a novel two-phase optimization procedure based on adaptive staffing. The processes developed proved to be superior to other state-of-the-art approaches. After using the system for two years, Hera has considerably improved its planning and management processes, achieved a significant level-of-service improvement of its desk customer services, and substantially increased staff productivity.
SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera / Daniele, Vigo; Claudio, Caremi; Angelo, Gordini; Sandro, Bosso; Giuseppe, D’Aleo; Beatrice, Beleggia. - In: INTERFACES. - ISSN 0092-2102. - STAMPA. - 44:(2014), pp. 461-479. [10.1287/inte.2014.0763]
SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera
VIGO, DANIELE;
2014
Abstract
In this paper, we discuss a decision support system for optimizing staff management of desk customer relations services at Hera, a large Italian multiutility company. The system, SPRINT, which is based on state-of-the-art demand forecasting, implements a novel two-phase optimization procedure based on adaptive staffing. The processes developed proved to be superior to other state-of-the-art approaches. After using the system for two years, Hera has considerably improved its planning and management processes, achieved a significant level-of-service improvement of its desk customer services, and substantially increased staff productivity.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.