8. Literaturverzeichnis

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1 Literaturverzeichnis 8. Literaturverzeichnis Aggarwal, S. (1982): A focussed review of scheduling in services. In: European Journal of Operational Research, 9, S Aguir, M. S./ Akşin, O. Z./ Karaesmen, F./ Dallery, Y. (2006): On the interaction between retrials and sizing or call centers. Working Paper April (abgerufen am ). Aigner, Martin (2001): Diskrete Mathematik. 4. Auflage, Braunschweig, Wiesbaden: Vieweg. Alfares, H. K. (2003): Flexible 4-day workweek scheduling with weekend work frequency constraints. In: Computers & Industrial Engineering, 44, S Alfares, H. K. (2004): Survey, Categorization, and Comparison of Recent Tour Scheduling Literature. In: Annals of Operations Research, 127, S Alvarez-Valdes, R./ Crespo, E./ Tamarit, J. (1999): Labour scheduling at an airport refuelling installation. In: Journal of the Operational Research Society, 50, S Andrews, B. H./ Cunningham, S. (1995): L. L. Bean Improves Call-Center Forecasting. In: Interfaces, 25 (6), S Andrews, B. H./ Parsons, H. L. (1989): L. L. Bean Chooses a Telephone Agent Scheduling System. In: Interfaces, 19 (6), S Andrews, B. H./ Parsons, H. L. (1993): Establishing Telephone-Agent Staffing Levels through Economic Optimization. In: Interfaces, 23 (2), S Antipov, A./ Meade, N. (2002): Forecasting call frequency at a financial services call centre. In: Journal of the Operational Research Society, 53, S Anton, J. (1997): Call Center Management: By the Numbers. West Lafayette, Indiana: Purdue University Press Anton, J. (2000): The past, present and future of customer access centers. In: International Journal of Service Industry Management, 11 (2), S Anupindi, R./ Smythe, B. (1997): Call Centers and Rapid Technological Chance. Kellogg Graduate School of Management, Teaching Note. Armistead, C./ Clark, G. (1994): Service Quality And Service Recovery: The Role Of Capacity Management. In: Armistead, C. (Hrsg.): The Future of Services Management. London, S Armony, M./ Maglaras, C. (2004a): On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design. In: Operations Research, 52 (2), S Armony, M./ Maglaras, C. (2004b): Contact Centers with a Call-Back Option and Real- Time Delay Information. In: Operations Research, 52 (4), S Ashley, D. (1995): A spreadsheet optimization system for library staff scheduling. In: Computers and Operations Research, 22 (6), S Atlason, Júlíus/ Epelman, Marina/ Henderson, Shane (2004): Optimizing Call Center Staffing using Simulation and Analytic Center Cutting Plane Methods. In: Annals of Operations Research, 127, S

2 8. Literaturverzeichnis 299 Atlason, J./ Epelman, M. (2004): Call Center Staffing with Simulation and Cutting Plane Methods. In: Annals of Operations Research, 127 (3), S Aykin, T. (1996): Optimal Shift Scheduling with Multiple Break Windows. In: Management Science, 42, S Aykin, Turgut (2000): A comparative evaluation of modeling approaches to the labor shift scheduling problem. In: European Journal of Operational Research, 125, S Azmat, C. S./ Hürlimann, T./ Widmer, M. (2004): Mixed Integer Programming to Schedule a Single-Shift Workforce under Annualized Hours. In: Annals of Operations Research, 128, S Azmat, C. S./ Widmer, M. (2004): A case study of single shift planning and scheduling under annualized hours: A simple three-step approach. In: European Journal of Operational Research, 153, S Bailey, J. (1985): Integrated Days off and Shift Personnel Scheduling. In: Computers & Industrial Research, 9, S Bailey, J./ Field, J. (1985): Personnel scheduling with flexshift models. In: Journal of Operations Management, 5, S Baker, K. R. (1974): Scheduling a full-time workforce to meet cyclic staffing requirements. In: Management Science, 21, S Baker, K. R. (1976): Workforce Allocation in Cyclical Scheduling Problems: A Survey. In: Operations Research Quarterly, 27 (1), S Baker, K. R./ Magazine, M. J. (1977): Workforce Scheduling With Cyclic Demands And Day-Off Constraints. In: Management Science, 24, S Baker, K. R./ Burns, R./ Carter, M. (1979): Staff Scheduling with Day-Off and Workstretch Constraints. In: AIIE Transactions, 11 (4), S Balakrishnan, N./ Wong, R. T. (1990): A Network Model for the Rotating Workforce Scheduling Problem. In: Networks, 20, S Bard, J. F./ Binici, C./ de Silva, A. H. (2003): Staff Scheduling at the United States Postal Service. In: Computers & Operations Research, 30 (5), S Bartholdi, J. J. (1981): A Guaranteed-Accuracy Round-off Algorithm for Cyclic Scheduling and Set Covering. In: Operations Research, 29 (3), S Bartholdi, J. J./ Orlin, J./ Ratliff, D. (1980): Cyclic scheduling via integer programming with circular ones. In: Operations Research, 28, S Bartholdi, J. J./ Ratliff, H. D. (1978): Unnetworks, with applications to idle time scheduling. In: Management Science, 24, S Bartholomew, D. J./ Forbes, A./ McClean, S. (1991): Statistical techniques for manpower planning. 2. Auflage, Chichester: John Wiley & Sons Ltd. Bartscher, T. (2004): Personaleinsatz. In: Gaugler, E./ Oechsler, W./ Weber, W. (Hrsg): Handwörterbuch des Personalwesens. 3. Auflage, Stuttgart: Schäffer Poeschel (Enzyklopädie der Betriebswirtschaftslehre, Bd. V), Sp Baumeister, H. (2001): Call Center in Bremen. Strukturen, Qualifikationsanforderungen und Entwicklungstendenzen. Herausgegeben von der Arbeitnehmerkammer Bremen.

3 Literaturverzeichnis Bechtold, S. E. (1981): Workforce scheduling for arbitrary cyclic demands. In: Journal of Operations Management, 1, S Bechtold, S. E. (1988): Implicit optimal and heuristic labor staffing in a multiobjective multilocation environment. In: Decision Sciences, 19, S Bechtold, S. E./ Brusco, M. J./ Showalter, M. J. (1991): A Comparative Evaluation of Labor Tour Scheduling Methods. In: Decision Sciences, 22, S Bechtold, S. E./ Brusco, M. J. (1994a): Working set generation methods for labor tour scheduling. In: European Journal of Operational Research, 74, S Bechtold, S. E./ Brusco, M. J. (1994b): A microcomputer-based heuristic for tour scheduling of a mixed workforce. In: Computers and Operations Research, 21, S Bechtold, S. E./ Brusco, M. J. (1995): Microcomputer-based working set generation methods for personnel scheduling. In: International Journal of Operations & Production Management, 15, S Bechtold, S. E./ Jacobs, L. W. (1990): Implicit Modeling Of Flexible Break Assignments In Optimal Shift Scheduling. In: Management Science, 36, S Bechtold, S. E./ Jacobs, L. W. (1991): Improvement of Labour Utilisation in Shift Scheduling for Services with Implicit Optimal Modelling. In: International Journal of Operations & Production Management, 11, S Bechtold, S. E./ Showalter, M. J. (1985): Simple manpower scheduling methods for Managers. In: Production and Inventory Management, 26 (3), S Bechtold, S. E./ Showalter, M. J. (1987): A methodology for labor scheduling in a service operating system. In: Decision Sciences, 18, S Bennington, L./ Cummane, J./ Conn, P. (2000): Customer satisfaction and call centers: an Australian study. In: International Journal of Service Industry Management, 11 (2), S Berman, O./ Larson, R. C. (1994): Determining optimal pool size of a temporary Call-In work force. In: European Journal of Operational Research, 73, S Bhulai, S./ Koole, G. (2002): A queueing model for call blending in call centers. (abgerufen am ). Bianchi, L./ Jarrett, J./ Hanumara, C. (1998): Improving forecasting for telemarketing centers by ARIMA modeling with intervention. In: International Journal of Forecasting, 14 (4), S BildscharbV (1996): Verordnung über Sicherheit und Gesundheitsschutz bei der Arbeit an Bildschirmgeräten (Bildschirmarbeitsverordnung - BildscharbV) vom Billionnet, A. (1999): Integer programming to schedule a hierarchical workforce with variable demands. In: European Journal of Operational Research, 114, S Bittner, S./ Schietinger, M./ Weinkopf, C. (2002): Zwischen Kosteneffizienz und Servicequalität - Personalmanagement in Call Centern und im Handel. Schriftenreihe des Instituts für Arbeit und Technik. München, Mering: Rainer Hampp Verlag.

4 8. Literaturverzeichnis 301 Bittner, S./ Schietinger, M./ Schroth, J./ Weinkopf, C. (2000): Call Center Entwicklungsstand und Perspektiven. Eine Literaturanalyse. Projektbericht des Instituts Arbeit und Technik , S. 1-98, Gelsenkirchen. (abgerufen am ). Böse, B./ Flieger, E. (1999): Call Center - Mittelpunkt der Kundenkommunikation: Planungsschritte und Entscheidungshilfen für das erfolgreiche Zusammenwirken von Mensch, Organisation und Technik. Braunschweig, Wiesbaden: Vieweg (Zielorientiertes Business Computing). Bokranz, R. (2004): Personalbedarfsplanung. In: Gaugler, Eduard/ Oechsler, Walter/ Weber, Wolfgang (Hrsg): Handwörterbuch des Personalwesens. 3. Auflage, Stuttgart: Schäffer Poeschel (Enzyklopädie der Betriebswirtschaftslehre, Bd. V), Sp Borndörfer, R./ Grötschel, M./ Löbel, A. (2001): Duty Scheduling in Public Transit. Technical Report, ZIB. Boronico, J. (2000): Quantitative modeling and thechnology driven departmental course scheduling. In: Omega, 28, S Borst, S. C./ Mandelbaum, A./ Reiman, M. (2004): Dimensioning Large Call Centers. In: Operations Research, 52 (1), S Boschetti, M. A./ Mingozzi, A./ Ricciardelli, S. (2004): An Exact Algorithm for the Simplified Multiple Depot Crew Scheduling Problem. In: Annals of Operations Research, 127, S Box, G./ Jenkins, G./ Reinsel, G. (1994): Time series analysis: forecasting and control. 3. Auflage, Englewood Cliffs, New Jersey: Prentice-Hall. Brazier, F./ Jonker, C./ Jüngen, F./ Treur, J. (1999): Distributed scheduling to support a Call Center: A cooperative Multiagent Approach. In: Applied Artificial Intelligence, 13, S Brigandi, A./ Dargon, D./ Sheehan, M./ SpencerIII, T. (1994): AT&T s Call Processing Simulator (CAPS) Operational Design for Inbound Call Centers. In: Interfaces, 24 (1), S Brockmeyer, E./ Halstrøm, H.L./ Jensen, A. (1960): The Life and Works of A.K. Erlang. 2. Auflage, ACTA Polytechnia Scandinavica. Brown, L./ Gans, N./ Mandelbaum, A./ Sakov, A./ Shen, H./ Zeltyn, S./ Zhao, L. (2002): Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective, Version vom 9. November (abgerufen am ). Brownell, W. S./ Lowerre, J. W. (1976): Scheduling of Work Forces Required in Continuous Operations under Alternative Labor Policies. In: Management Science, 22, S Brusco, M. (1998): Solving personnel tour scheduling problems using the dual all-integer cutting plane. In: IIE Transactions, 30, S Brusco, M. J./ Jacobs L. W. (1993a): A Simulated Annealing Approach to the Solution of Flexible Labour Scheduling Problems. In: Journal of the Operational Research Society, 44, S

5 Literaturverzeichnis Brusco, M. J./ Jacobs L. W. (1993b): A Simulated Annealing Approach to the Cyclic Staff-Scheduling Problem. In: Naval Research Logistics, 40, S Brusco, M. J./ Jacobs L. W. (1995): Cost analysis of alternative formulations for personnel scheduling in continuously operating organizations. In: European Journal of Operational Research, 86, S Brusco, M. J./ Jacobs L. W. (1998): Eliminating redundant columns in continuous tour scheduling problems. In: European Journal of Operational Research, 111, S Brusco, M. J./ Jacobs L. W. (2000): Optimal Models for Meal-Break and Start-Time Flexibility in Continuous Tour Scheduling. In: Management Science, 46, S Brusco, M. J./ Jacobs L. W. (2001): Starting-time decisions in labor tour scheduling: An experimental analysis and case study. In: European Journal of Operational Research, 131, S Brusco, M. J./ Jacobs L. W./ Bongiorno, R. J./ Lyons, D. V./ Tang, B. (1995): Improving personnel scheduling at airline stations. In: Operations Research, 43 (5), S Brusco, M. J./ Johns, T. R. (1995a): Improving the dispersion of surplus labor in personnel scheduling solutions. In: Computers & Industrial Engineering, 28, S Brusco, M. J./ Johns, T. R. (1995b): The effect of demand characteristics on labour scheduling methods. In: International Journal of Operations & Production Management, 15 (1), S Brusco, M. J./ Johns, T. R. (1996): A sequential integer programming method for discontinuous labor tour scheduling. In: European Journal of Operational Research, 95, S Buffa, E. S./ Cosgrove, M. J./ Luce, Bill J. (1976): An integrated work shift scheduling system. In: Decision Sciences, 7 (4), S Burke, E./ De Causmaecker, P./ Vanden Berghe, G./ Van Landeghem, H. (2002): The State of the Art of Nurse Rostering. Technical Report, School of Computer Science and IT, University of Nottingham. Burns, R. N./ Carter, M. W. (1985): Work Force Size And Single Shift Schedules With Variable Demands. In: Management Science, 31, S Burns, R. N./ Narasimhan, R./ Smith, L. D. (1998): A Set-Processing Algorithm for Scheduling Staff on 4-Day or 3-Day Work Weeks. In: Naval Research Logistics, 45, S Cai, X./ Li, K. N. (2000): A genetic algorithm for scheduling staff of mixed skills under multi-criteria. In: European Journal of Operational Research, 125, S Call Center Akademie (2000): Call Center in Berlin. Zusammenfassung der Ergebnisse einer zweiten Studie zur Situation von Call Centern in Berlin. Call Center Akademie, Birkbuschstr. 10, Berlin. Call Center Ops (2001): Call Center Absenteeism. Forum for Call Center Operations, Call Center Operations. (abgerufen am ). Caprara, A./ Monaci, M./ Toth, P. (2003): Models and algorithms for a staff scheduling problem. In: Mathematical Programming, Ser. B.

6 8. Literaturverzeichnis 303 Caprara, A./ Toth, P./ Vigo, D./ Fischetti, M. (1998): Modeling and solving the crew rostering problem. In: Operations Research, 46 (6), S CCall-Projektteam (o.j.): Gestaltung von Kurzpausen. Von der Verwaltungs- Berufsgenossenschaft koordiniertes Projekt CCall-erfolgreich und gesund arbeiten im Call Center. (abgerufen am ). Cezik, T./ Günlük, O./ Luss, H. (2001): An Integer Programming Model for the Weekly Tour Scheduling Problem. In: Naval Research Logistics, 48, S Claus, A./ Hüttges, A./ Richter, P. (2003): Die gesundheits- und leistungsförderliche Wirkung von Kurzpausensystemen am Beispiel Call Center. Technische Universität Dresden, Institut für Arbeits-, Organisations- und Sozialpsychologie, Forschungsberichte Band 38, Dresden. Clemmer, E. C./ Schneider, B. (1989): Toward Understanding and Controlling Customer Dissatisfaction with Waiting. Working Paper Cambridge MA: Marketing Science Institute. Cleveland, B./ Mayben, J./ Greff, G. (1998): Call Center Management. Wiesbaden: Gabler. Cohen, C./ Stein, J. (1978): Multi-purpose optimization system user s guide, Version 4. Vogelback Computing Center, North-Western University, Evanston, IL. Corominas, A./ Lusa, A./ Pastor, R. (2002): Using MILP to Plan Annualized Working Hours. In: Journal of Operational Research Society, 53, S Corominas, A./ Lusa, A./ Pastor, R. (2004): Planning Annualised Hours with a Finite Set of Weekly Working Hours and Joint Holidays. In: Annals of Operations Research, 128, S Crome, M. (1998): Call centres: battery farming or free range? In: Industrial and Commercial Training, 30 (4), S Customer Care Institute (2000): Call center turnover and absenteeism increasing worldwide. In: Customer Care Network News, 3 (11), S. 1. Danielian, N. R. (1939): AT&T: the Story of Industrial Conquest. In: The Vanguard Press, New York. Dantzig, G. B. (1954): A comment on Edies Traffic Delays at Tool Booths. In: Journal of the OR Society of America, 2, S Davis, L. (Hrsg.) (1991): Handbook of Genetic Algorithms. New York: Van Nostrand Reinhold. Davis, M. M./ Vollmann, T. E. (1990): A framework for relating waiting time and customer satisfaction in a service operation. In: The Journal of Service Marketing, 4 (1), S DDV (1997): Call Center in Deutschland Ergebnisse einer Umfrage unter den 5000 umsatzstärksten Unternehmen in Deutschland. Wiesbaden. Deery, S./ Iverson, R./ Walsh, J. (2002): Work Relationships in Telephone Call Centers: Understanding Emotional Exhaustion and Employee withdrawal. In: Journal of Management Studies, 39, S

7 Literaturverzeichnis DeLurgio, S. A. (1998): Forecasting Principles and Applications. Boston et al.: Irwin McGraw-Hill. de Werra, D. (1997): The combinatorics of timetabling. In: European Journal of Operational Research, 96, S Deutsche Telekom (2002): Preisliste der Deutschen Telekom. Dodin, B./ Elimam, A. A. (1997): Audit scheduling with overlapping activities and sequence dependent setup costs. In: European Journal of Operations Research, 97, S Domschke, W./ Scholl, A./ Voß, S. (1993): Produktionsplanung Ablauforganisatorische Aspekte. Berlin et al.: Springer. Dowsland, K./ Thompson, J. (2000): Solving a Nurse Scheduling Problem with Knapsacks, Networks and Tabu Search. In: Journal of the Operational Research Socienty, 51, S Drexl, A. (1989): Heuristische Scheduling-Verfahren zur Personaleinsatzplanung bei Unternehmensprüfungen. In: Zeitschrift für Betriebswirtschaft, 59 (2), S Drumm, H. J. (2005): Personalwirtschaftslehre. 5. Auflage, Berlin u.a.: Springer. dtms AG (2006): Preisliste der dtms AG. (abgerufen am ). Duder, J./ Rosenwein, M. (2001): Towards zero abandonments in call center performance. In: European Journal of Operational Research, 135, S Duell, W./ Katz, C. (1991): Ratgeber Bildschirmarbeit. 2. Auflage, Bremerhaven: Wirtschaftsverlag NW (Schriftenreihe der Bundesanstalt für Arbeitsschutz, Forschungsanwendung 24). Durr, W./ Matan, O. (2002): Workforce Optimization: The New Werkforce Management. Blue Pumpkin Software, Inc. (abgerufen am ). Easton, F. F. (1991): Modular IP approximation procedures for tour scheduling problems. Proceedings of the 1991 National Conference, Decision Sciences Institute, Atlanta, GA. Easton, F. F./ Goodale, J. C. (2005): Integrated Workforce Planning: Staffing, Scheduling, and Control of Service Capacity with Employee Turnover and Absenteeism. Working Paper, Whitman School of Management, Syracuse University. Januar Easton, F. F./ Mansour, N. (1999): A distributed genetic algorithm for deterministic and stochastic labor scheduling problems. In: European Journal of Operational Research, 118, S Easton, F. F./ Rossin, D. F. (1991a): Sufficient working subsets for the tour scheduling problem. In: Management Science, 37, S Easton, F. F./ Rossin, D. F. (1991b): Equivalent Alternate Solutions for the Tour Scheduling Problem. In: Decision Sciences, 22, S Easton, F. F./ Rossin, D. F. (1996): A Stochastic Goal Program for Employee Scheduling. In: Decision Sciences, 27 (3), S Easton, F. F./ Rossin, D. F. (1997): Overtime Schedules for Full-time Service Workers. In: Omega, 25 (3), S

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