兼職員工為主之服務業人員排班方法－以速食業為探討對象

Personnel Scheduling for Part-Time Employment Oriented Service Business: A Case Study of Fast Food Company

熊雅意(Ya-I Hsiung) ； 張寶源(Pao-Yuan Chang)

《興國學報》 8期 (2007/05) Pp. 25-41

https://doi.org/10.29950/JHKUM.200705.0002

摘要

所謂人員排班問題，便是分派每位員工上班的時段，以滿足業者在各時段所需的員工人數。許多服務業的員工排班主要的特性便是兼職員工眾多，其中以速食業為典型代表。因為兼職員工的異質性很高，所以每位兼職員工所希望工作的時段因人而異，以致當員工人數多時便會導致排班的困難度提高。目前速食業的排班方法，是由店長以協調的方式產生排班結果。但此種排班方式不但費時費力，而且作法有失公正，時常讓部份員工覺得不滿意而影響團隊的合諧。過去有許多文獻均探討人員排班的問題，但這些排班的對象與速食業的背景特質並不相同。速食業以兼職員工為主，且每位員工所希望工作的時段與時數各有差異，所以我們認為理想的排班方式，應考慮員工希望工作的時段（可工作時段）來加以排定。我們並且將員工可工作時段的偏好轉化為滿意度，以作為排班的目標，這是過去的排班文獻均未考慮的因素。所以本研究針對速食的員工排班問題，提出一個數量模型，此模型的主要特色是考慮每位員工希望的工作時段加以排班，目標是使整體的排班平均滿意度最高。因為問題的複雜度，我們也提出一個以基因演算法為基礎的解法，經由程式搜尋出（近似）最佳解，讓每個不同的時段都能擁有最適合的人力來服務顧客。數值範例的測試結果，顯示相較於傳統法我們所提出的基因演算法有較佳的排班結果，本研究所提出的解法因此可有效的解決員工排班問題。

關鍵字

人員排班 ； 速食業 ； 基因演算法 ； 滿意度 ； 公平性

並列摘要

Personnel scheduling problem is to determine the working schedule for each worker to provide a satisfactory level of service to customers. The main feature of most service business is part-time employment oriented and this feature is obvious especially in fast food business. Since the desired working time periods for part-time employees are different from each other, the task of labors scheduling becomes quite complicated and difficult if the number of employees is increasing. Currently, personnel scheduling in fast food business is made by manager, but such the manual arrangement consumes too much time and for the most disadvantage is lacking of fairness. The previous works are intensive to the several topics such as personnel scheduling on transportation, hospital, and police office. These features of the business background are quite different from those of fast food business. This study presents a quantitative model for personnel scheduling in fast food business. To achieve satisfaction of employees, we consider the desired (available) working time of employees and use weights, which are corresponding to each available time period, to represent how satisfy to the assigned time periods. We model the personnel scheduling problem as a 0-1 integer programming, the objection is to maximize the average of the satisfaction of the whole employees. Due to the complication of problem, we propose a solution approach based on genetic algorithm, for searching the (near) optimal solution. For effectiveness of the proposed approach, a numerical case is tested and the results demonstrate that the proposed approach outperforms the traditional way.

並列關鍵字

personnel scheduling ； fast food ； genetic algorithm ； satisfaction ； fairness

參考文獻

杜宇平(1990)。空服員排班網路模式之研究。國立中央大學土木工程學系。

谷明地(2003)。高速公路交控中心修護人員供給規劃之研究。國立中央大學土木工程研究所。

徐子玲(2002)。建構一Web-Based 護理排班支援系統。臺北醫學大學醫學資訊研究所。

郭彥秀(2000)。鐵路駕駛員排班為提之研究。國立成功大學交通管理研究所。

莊凱翔(2001)。求解護理人員排班最佳化之研究─以遺傳演算法求解。國立成功大學工業管理研究所。