1 Chapter 10 Scheduling 1 Chapter 10 SCHEDULING McGraw-Hill/Irwin © 2003 The McGraw-Hill Companies,...
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1 1 Chapter 10 Scheduling Chapter 10 Chapter 10 SCHEDULING SCHEDULING McGraw-Hill/Irwin © 2003 The McGraw-Hill Companies, Inc., All Rights Reserved.
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Transcript of 1 Chapter 10 Scheduling 1 Chapter 10 SCHEDULING McGraw-Hill/Irwin © 2003 The McGraw-Hill Companies,...
1 1
Chapter 10
Scheduling
Chapter 10Chapter 10
SCHEDULING SCHEDULING
McGraw-Hill/Irwin © 2003 The McGraw-Hill Companies, Inc., All Rights Reserved.
2 2
Chapter 10
Scheduling
LEARNING OBJECTIVES
• Introduce the different scheduling issues that exist in a service environment.
• Recognize the difference between scheduling work in back-of-the-house operations and scheduling workers in front-of-the-house operations.
• Identify the different priority rules that can be used to schedule work.
• Present a framework for scheduling workers in a service organization.
• Illustrate how technology can facilitate the scheduling of workers.
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Chapter 10
Scheduling
SCHEDULING IN SERVICES
Back-of-the-House Operations• Determining the total number of workers required to complete the existing and/or forecasted work load within a given time period.
• Establishing priority rules by which this work is to be completed.Front-of-the-House
Operations• Determining the proper level of service to provide customers.
• The scheduling of workers throughout the day to properly satisfy the varying customer demand.
• Managing customer waiting times when they do occur to minimize dissatisfaction.
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Chapter 10
Scheduling
TEN COMMON PRIORITY RULES FOR SEQUENCING TASKS
• FCFS – First Come, First Served.
• SPT – Shortest Processing Time.
• Due Date – Earliest Due Date First.
• Start Date – Due Date Minus Normal Lead-Time.
• STR – Slack Time Remaining.
• STR/OP – Slack Time Remaining per Task or Operation.
• CR – Critical Ratio.
• QR – Queue Ratio.
• LCFS – Last Come, First Served.
• Random Order-Whim.
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Chapter 10
Scheduling
SCHEDULE EVALUATION CRITERIA
• Meeting due dates of customers’ orders and/or downstream tasks and assignments.
• Minimizing overall processing time.
• Minimizing work in process.
• Minimizing workers’ idle time.
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Chapter 10
Scheduling
JOHNSON’S RULEScheduling Four Jobs Through Two Workers
Step 1: List operation times for each order:
Job
Completion Time With Worker 1
Completion Time with Woker 2
A 3 2B 6 8C 5 6D 7 4
Step 2 and 3: Select shortest completion time and assign:Order A is the shortest with Worker 2 and is assigned first and performed last.Step 4: Repeat steps 2 and 3 until all orders are scheduled.Select the shortest completion time among the remaining orders.
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Chapter 10
Scheduling
EXHIBIT 10.1 JOHNSON’S RULEOptimal Schedule of Orders Using Johnson’s Rule
Worker 1
C
Worker 2
Idle
B
C
D
B
A
D A
Idle but available for other work
0 5 11 19 2325
Cumulative Time in Days
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Chapter 10
Scheduling
ELEMENTS OF DEVELOPING SCHEDULES FOR FRONT-OF-THE-HOUSE OPERATIONS
• Forecasting Customer Demand
• Converting Customer Demand into Worker Requirements
• Converting Worker Requirements into Daily Work Schedules
• Converting Daily Work Schedules into Weekly Work Schedules
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Chapter 10
Scheduling
Exhibit 10.2THE REQUIRED STEPS IN WORKER SCHEDLULING
Forecasting
Customer Demand
Worker Requirement
s
Daily Worker
Schedules
Individual Weekly
Schedules
Customer Service Level
Scheduling Constraints
Individual Worker
Constraints
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Chapter 10
Scheduling
Exhibit 10.4THE IMPACT OF TECHNOLOGY ON SCHEDULING EFFICIENCY AND SERVICE
A B
A1
B1
High
Low
FastSlow
Level of Service
Eff
icie
ncy
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Chapter 10
Scheduling
KEY TERMS
• Priority Rules
