| Summary: | 碩士 === 國立勤益科技大學 === 流通管理系 === 100 === A crew scheduling problem drawn from the customer service section of a department store in southern Taiwan is addressed in this paper. The service section established relevant service facilities and functions to provide services for customers as well as distinguished guests and visitors. The crew scheduling task is concerned with assigning multi-functional workers to different types of job and scheduling working shifts for each worker within a given time horizon, where the available and demand workforce vary from one shift to another. The current crew scheduling method is a seniority orientation method with some drawbacks. This paper develops an effective approach with three stages to deal with the crew scheduling problem, making it more equitable and personalized for workers by considering the management goals concerning worker-job suitability, worker-worker compatibility and worker-shift fondness. Due to the vagueness of job characteristics and the personal attributes, fuzzy method is used to improve the evaluation results of suitability, compatibility and fondness. The utility similarities of fuzzy assessments with the linguistic grade of very good are used to measure the fitness grade for the management goals. A goal programming model is proposed to fulfill the “efficient assignment/match from the right” policy. The proposed approach ensures the right workers are assigned to the right jobs, the right workers are placed together in a job and the pleasing working shifts are given to the workers. An illustrative application demonstrates the implementation of the proposed approach.
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