Finding the optimal solution for the call-center scheduling problem can be done by using Microsoft Excel with an integer programming software add-in. Utilizing VBA, we are able to vary start, break, and lunch times as well as number of employees. By creating a list of all possible schedules that follow these requirements, we use the optimization engine to solve for the best possible combination of individual schedules. Custom programs for optimization such as this are becoming a vital part of the world today as decisions need to be made quickly. This flexible and easy to use scheduling tool saves time and effort while creating peace of mind knowing that the best possible solution has been found. Using this tool, we are able to decrease the amount of time to create schedules from approximately 15 hours of manual work to 25.2 seconds. Additionally, we are able to improve the accuracy of meeting the forecast – guaranteeing all manpower demand is met with an efficient and reliable tool. Accuracy, efficiency, and reliability are traits that anyone could wish for, and this tool makes that possible.

Este trabalho consiste na elaboração de um modelo para programação de atividades e alocação de técnicos que executam tarefas de instalação, manutenção preventiva e visita diagnóstica em equipamentos utilizados na produção de bens de consumo em escala industrial. O modelo utiliza técnicas de pesquisa operacional visando minimizar os custos envolvidos. O modelo em questão descreve as fases para a elaboração da programação das atividades e da alocação dos técnicos para executá-las, trazendo como contribuição ao tema restrições como acordo sindical de banco de horas celebrado com os empregados e nível de serviço prestado ao cliente. O presente modelo considera ainda eventuais penalidades existentes por atraso no início da instalação dos equipamentos comercializados. O modelo define as atividades que deverão ser atendidas prioritariamente e os impactos econômicos de tal decisão, distribuindo a carga de trabalho de forma mais uniforme possível entre os técnicos dentro do horizonte de planejamento. / This paper presents a model to schedule the activities and allocation of technicians that perform tasks of installation, preventive maintenance and diagnostic visits in equipments used in the production of consuming goods in industrial scale. The model uses operation research techniques aiming at minimizing the costs involved in these activities. The model in question describes the phases of scheduling and allocation of technicians in order to perform their activities. It brings as contribution to this theme constrains such as union agreement on Accumulation of hours regime entered with the employees and the level of service rendered to the client. This model also considers the occasional existing penalties due to delays at the beginning of the installation of the sold equipments. This model defines which activities must be prioritized as well as their economic impacts, distributing the workload in the most even way among the technicians within the planning horizon.

Este trabalho consiste na elaboração de um modelo para programação de atividades e alocação de técnicos que executam tarefas de instalação, manutenção preventiva e visita diagnóstica em equipamentos utilizados na produção de bens de consumo em escala industrial. O modelo utiliza técnicas de pesquisa operacional visando minimizar os custos envolvidos. O modelo em questão descreve as fases para a elaboração da programação das atividades e da alocação dos técnicos para executá-las, trazendo como contribuição ao tema restrições como acordo sindical de banco de horas celebrado com os empregados e nível de serviço prestado ao cliente. O presente modelo considera ainda eventuais penalidades existentes por atraso no início da instalação dos equipamentos comercializados. O modelo define as atividades que deverão ser atendidas prioritariamente e os impactos econômicos de tal decisão, distribuindo a carga de trabalho de forma mais uniforme possível entre os técnicos dentro do horizonte de planejamento. / This paper presents a model to schedule the activities and allocation of technicians that perform tasks of installation, preventive maintenance and diagnostic visits in equipments used in the production of consuming goods in industrial scale. The model uses operation research techniques aiming at minimizing the costs involved in these activities. The model in question describes the phases of scheduling and allocation of technicians in order to perform their activities. It brings as contribution to this theme constrains such as union agreement on Accumulation of hours regime entered with the employees and the level of service rendered to the client. This model also considers the occasional existing penalties due to delays at the beginning of the installation of the sold equipments. This model defines which activities must be prioritized as well as their economic impacts, distributing the workload in the most even way among the technicians within the planning horizon.

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