TY - JOUR
T1 - SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera
AU - Vigo, D.
AU - Caremi, C.
AU - Gordini, A.
AU - Bosso, S.
AU - D'Aleo, G.
AU - Beleggia, B.
PY - 2014
Y1 - 2014
N2 - 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.
AB - 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.
U2 - 10.1287/inte.2014.0763
DO - 10.1287/inte.2014.0763
M3 - Article
VL - 44
SP - 461
EP - 479
JO - Interfaces
JF - Interfaces
SN - 0092-2102
IS - 5
ER -
