SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera

D. Vigo, C. Caremi, A. Gordini, S. Bosso, G. D'Aleo, B. Beleggia

Research output: Contribution to JournalArticleAcademicpeer-review

Abstract

In this paper, we discuss a decision support system for optimizing staff management of desk customer relations services at Hera, a large Italian multiutility company. The system, SPRINT, which is based on state-of-the-art demand forecasting, implements a novel two-phase optimization procedure based on adaptive staffing. The processes developed proved to be superior to other state-of-the-art approaches. After using the system for two years, Hera has considerably improved its planning and management processes, achieved a significant level-of-service improvement of its desk customer services, and substantially increased staff productivity.
LanguageEnglish
Pages461-479
JournalInterfaces
Volume44
Issue number5
DOIs
Publication statusPublished - 2014

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Decision support systems
Productivity
Planning
Industry
Customer relations
Staff
Management process
Level of service
Demand forecasting
Customer service
Planning process
Staffing
Service improvement

Cite this

Vigo, D. ; Caremi, C. ; Gordini, A. ; Bosso, S. ; D'Aleo, G. ; Beleggia, B. / SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera. In: Interfaces. 2014 ; Vol. 44, No. 5. pp. 461-479.
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Vigo, D, Caremi, C, Gordini, A, Bosso, S, D'Aleo, G & Beleggia, B 2014, 'SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera', Interfaces, vol. 44, no. 5, pp. 461-479. https://doi.org/10.1287/inte.2014.0763

SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera. / Vigo, D.; Caremi, C.; Gordini, A.; Bosso, S.; D'Aleo, G.; Beleggia, B.

In: Interfaces, Vol. 44, No. 5, 2014, p. 461-479.

Research output: Contribution to JournalArticleAcademicpeer-review

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