Performance Measures for Scheduling Processes

The scheduling techniques we discuss in this supplement cut across the various process types found in services and manufacturing. Many service firms are characterized by a front-office process with high customer contact, divergent work flows, customization, and, consequently, a complex scheduling environment. Often customer demands are difficult to predict, which puts a high premium on scheduling employees to handle the varied needs of customers. At the other extreme in the service industry, a back-office process has low customer involvement, uses more line work flows, and provides standardized services. Inanimate objects are processed; these processes take on the appearance of manufacturing processes. ...

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