Operations Management: Processes and Supply Chains, 12th Edition

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. ...