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The article discusses the process of development an imitational model of the outlet. This model is created to validate calculation algorithms in the workforce management information system by evaluating the effectiveness of the some count of schedules, which are built with this system. If this schedules are more effective than the previous algorithm’s schedules, so new algorithm is more effective than previous version. Model is needed because calculation algorithms can not be used for validation themselves. Validation with real client’s outlet is so long and expensive, and is check only one or pair the calculation’s algorithms results, so in fact it can’t be used. Imitation model provide a chance to imitate works different types of outlets with many variants results of new version the calculation algorithms. AnyLogic was chosen because it is superior in functionality to the alternative despite the rather high cost of an official license. The text contains the results of the work performed, a brief description of the stages is given.

This paper presents the importance of the human factor in digital transformation. More specifically, it presents this on the case of Southeastern European telecommunications company. Modern age brought customers with highest expectations ever, but also new and agile competitors. Existing companies have to adopt modern technologies and train their employees to use them in the most efficient way possible, in order to keep their step in a competitive market.

This thesis is written as a monograph covering topics in operations research and focusing on workforce management in a contact center environment. This text is the result of a cooperative project between the Royal Institute of Technology (KTH) and Teleopti WFM. The main objective is to transform everyday problems faced at Teleopti into a mathematical modeling framework. The modeling aspect plays a prominent role and therefore, a large portion of this thesis deals with the modeling aspects of contact center management. The majority of the models are proposed in terms of Markov queuing networks. The text is divided into five chapters. The first chapter covers the introduction and provides a short background of the basics of contact centers and workforce management. It also briefly mentions the necessary mathematical tools. In Chapter 2, a multiclass and multiserver queuing network with a common budget constraint is introduced. The multiobjective optimization problem of minimizing server costs while delivering a high quality of service is solved using the marginal allocation algorithm. The quality of service measures used to quantify customer satisfaction is the conditional value-at-risk measure and the fraction of abandoning customers. It is proved that the conditional value-at-risk measure is integer convex in terms of the number of servers when the customer waiting time is taken as the loss function. In Chapter 3, the contact center interagent fairness is considered. The importance of agent happiness in face of attrition is briefly discussed. To include the interagent fairness into the modeling procedure a multiclass and multiserver queuing network is introduced. The servers are grouped into pools of exchangeable agents serving a subset of the customer classes. The interagent fairness measure can be introduced either as part of the objective function or as part of the optimization constraints. Robustness and multiperiod solutions are also considered. In Chapter 4, a, Denna avhandling är skriven som en monografi på områden inomsystemteknik med ett speciellt fokus på bemanningsplanerings frågeställningari en contact center miljö. Texten är ett resultat av ett samarbetemellan Kungliga tekniska högskolan (KTH) och Teleopti WFM. Huvudidénvar att översätta vardagsproblem på Teleopti till matematiskamodeller. Därför har modelleringsaspekten fått en framträdande rolloch stora delar av avhandlingen behandlar modellering av contact centerproblematik. Majoriteten av modellförslagen bygger på Markovskakönätverk.Avhandlingen är indelad i fem kapitel där det första kapitlet geren översikt och introduktion.I kapitel 2 introduceras ett multiklass och multiserver könätverkdär delköerna är sammankopplade med en gemensam budget. Flermålsoptimeringsproblemet att minimera kostnaden för agenter medan enhögkvalitativ servicegrad levereras löses genom marginalallokeringsalgoritmen.Kvalitetsmåtten som används för att kvantifiera kundnöjdhetär conditional value-at-risk och fraktionen av kunder som övergersystemet utan service. Conditional value-at-risk bevisas vara heltalskonvexti antalet agenter när kundernas väntetid används som "loss"funktion.I kapitel 3 behandlas rättvisa mellan agenter i ett contact center.Vikten av agentnöjdhet är stor i situationer med hög personalomsättning.Ett multiklass och multiserver könätverk introduceras för attutgöra en grund till införandet av rättvisemåttet mellan agenter i modelleringen.I kapitlet visas också hur agenterna kan indelas i grupper avutbytbara agenter, där grupperna kan erbjuda service till delmängderav kundklasserna. Rättvisemåttet mellan agenter kan införas som endel av målfunktionen eller i bivillkoren. Robusta och flerperiodslösningarundersöks också.I kapitel 4 införs en begränsat och tillståndsberoende resursdelningsmodellför ett chatt kommunikationssystem. Den föreslagna modellenär en utvidgning av den Markovska kömodellen för telefonbaseradekommunikationssystem, i vilket agenterna kan serva flera kun

BACKGROUND Integral to pelvic floor (PF) health are social practices that preserve continence. When PF health is diminished, urinary symptoms may be experienced, which by their very nature remain under-reported despite negative effects on quality of life. Many people spend large portions of their lives at work; employers and organisations have a duty to support PF health in the workplace. AIMS This research sought to investigate PF health in the female nursing and midwifery workforce. The questions addressed were: 1. What is the prevalence and impact of PF dysfunction in the nursing and midwifery workforce? 2. What factors negatively influence the experience of symptoms at work, and what strategies will ameliorate these? 3. Based on these findings, what are key recommendations to nurses, midwives, managers and policy makers for PF health promotion in this workforce? METHODS Firstly, an operational definition for the concept ‘PF health’ is offered. Then, a review of the literature with respect to the prevalence and impact of PF dysfunctions in workforce groups determined gaps in knowledge. A mixed methods observational study using surveys and focus groups investigates PF dysfunctions in female nurses and midwives. The first survey is a state-wide investigation, the second involves three urban hospitals, examining the relationship of urinary symptoms to work ability and future work plans. Experiences of symptoms in the workplace, explored though focus group discussion, provide in-depth understanding, informing recommendations for PF health at work. FINDINGS PF health encompasses the physical and functional integrity of the PF unit through an individual’s life stages to permit optimal quality of life, where access to knowledge empowers the ability to prevent or manage dysfunctions. Of the nurses and midwives surveyed in this research, half experience urinary symptoms while at work. Those with severe incontinence are likely to leave their job and moderate incontinence n

BACKGROUND Integral to pelvic floor (PF) health are social practices that preserve continence. When PF health is diminished, urinary symptoms may be experienced, which by their very nature remain under-reported despite negative effects on quality of life. Many people spend large portions of their lives at work; employers and organisations have a duty to support PF health in the workplace. AIMS This research sought to investigate PF health in the female nursing and midwifery workforce. The questions addressed were: 1. What is the prevalence and impact of PF dysfunction in the nursing and midwifery workforce? 2. What factors negatively influence the experience of symptoms at work, and what strategies will ameliorate these? 3. Based on these findings, what are key recommendations to nurses, midwives, managers and policy makers for PF health promotion in this workforce? METHODS Firstly, an operational definition for the concept ‘PF health’ is offered. Then, a review of the literature with respect to the prevalence and impact of PF dysfunctions in workforce groups determined gaps in knowledge. A mixed methods observational study using surveys and focus groups investigates PF dysfunctions in female nurses and midwives. The first survey is a state-wide investigation, the second involves three urban hospitals, examining the relationship of urinary symptoms to work ability and future work plans. Experiences of symptoms in the workplace, explored though focus group discussion, provide in-depth understanding, informing recommendations for PF health at work. FINDINGS PF health encompasses the physical and functional integrity of the PF unit through an individual’s life stages to permit optimal quality of life, where access to knowledge empowers the ability to prevent or manage dysfunctions. Of the nurses and midwives surveyed in this research, half experience urinary symptoms while at work. Those with severe incontinence are likely to leave their job and moderate incontinence n

This thesis is written as a monograph covering topics in operations research and focusing on workforce management in a contact center environment. This text is the result of a cooperative project between the Royal Institute of Technology (KTH) and Teleopti WFM. The main objective is to transform everyday problems faced at Teleopti into a mathematical modeling framework. The modeling aspect plays a prominent role and therefore, a large portion of this thesis deals with the modeling aspects of contact center management. The majority of the models are proposed in terms of Markov queuing networks. The text is divided into five chapters. The first chapter covers the introduction and provides a short background of the basics of contact centers and workforce management. It also briefly mentions the necessary mathematical tools. In Chapter 2, a multiclass and multiserver queuing network with a common budget constraint is introduced. The multiobjective optimization problem of minimizing server costs while delivering a high quality of service is solved using the marginal allocation algorithm. The quality of service measures used to quantify customer satisfaction is the conditional value-at-risk measure and the fraction of abandoning customers. It is proved that the conditional value-at-risk measure is integer convex in terms of the number of servers when the customer waiting time is taken as the loss function. In Chapter 3, the contact center interagent fairness is considered. The importance of agent happiness in face of attrition is briefly discussed. To include the interagent fairness into the modeling procedure a multiclass and multiserver queuing network is introduced. The servers are grouped into pools of exchangeable agents serving a subset of the customer classes. The interagent fairness measure can be introduced either as part of the objective function or as part of the optimization constraints. Robustness and multiperiod solutions are also considered. In Chapter 4, a, Denna avhandling är skriven som en monografi på områden inomsystemteknik med ett speciellt fokus på bemanningsplanerings frågeställningari en contact center miljö. Texten är ett resultat av ett samarbetemellan Kungliga tekniska högskolan (KTH) och Teleopti WFM. Huvudidénvar att översätta vardagsproblem på Teleopti till matematiskamodeller. Därför har modelleringsaspekten fått en framträdande rolloch stora delar av avhandlingen behandlar modellering av contact centerproblematik. Majoriteten av modellförslagen bygger på Markovskakönätverk.Avhandlingen är indelad i fem kapitel där det första kapitlet geren översikt och introduktion.I kapitel 2 introduceras ett multiklass och multiserver könätverkdär delköerna är sammankopplade med en gemensam budget. Flermålsoptimeringsproblemet att minimera kostnaden för agenter medan enhögkvalitativ servicegrad levereras löses genom marginalallokeringsalgoritmen.Kvalitetsmåtten som används för att kvantifiera kundnöjdhetär conditional value-at-risk och fraktionen av kunder som övergersystemet utan service. Conditional value-at-risk bevisas vara heltalskonvexti antalet agenter när kundernas väntetid används som "loss"funktion.I kapitel 3 behandlas rättvisa mellan agenter i ett contact center.Vikten av agentnöjdhet är stor i situationer med hög personalomsättning.Ett multiklass och multiserver könätverk introduceras för attutgöra en grund till införandet av rättvisemåttet mellan agenter i modelleringen.I kapitlet visas också hur agenterna kan indelas i grupper avutbytbara agenter, där grupperna kan erbjuda service till delmängderav kundklasserna. Rättvisemåttet mellan agenter kan införas som endel av målfunktionen eller i bivillkoren. Robusta och flerperiodslösningarundersöks också.I kapitel 4 införs en begränsat och tillståndsberoende resursdelningsmodellför ett chatt kommunikationssystem. Den föreslagna modellenär en utvidgning av den Markovska kömodellen för telefonbaseradekommunikationssystem, i vilket agenterna kan serva flera kun

This thesis is written as a monograph covering topics in operations research and focusing on workforce management in a contact center environment. This text is the result of a cooperative project between the Royal Institute of Technology (KTH) and Teleopti WFM. The main objective is to transform everyday problems faced at Teleopti into a mathematical modeling framework. The modeling aspect plays a prominent role and therefore, a large portion of this thesis deals with the modeling aspects of contact center management. The majority of the models are proposed in terms of Markov queuing networks. The text is divided into five chapters. The first chapter covers the introduction and provides a short background of the basics of contact centers and workforce management. It also briefly mentions the necessary mathematical tools. In Chapter 2, a multiclass and multiserver queuing network with a common budget constraint is introduced. The multiobjective optimization problem of minimizing server costs while delivering a high quality of service is solved using the marginal allocation algorithm. The quality of service measures used to quantify customer satisfaction is the conditional value-at-risk measure and the fraction of abandoning customers. It is proved that the conditional value-at-risk measure is integer convex in terms of the number of servers when the customer waiting time is taken as the loss function. In Chapter 3, the contact center interagent fairness is considered. The importance of agent happiness in face of attrition is briefly discussed. To include the interagent fairness into the modeling procedure a multiclass and multiserver queuing network is introduced. The servers are grouped into pools of exchangeable agents serving a subset of the customer classes. The interagent fairness measure can be introduced either as part of the objective function or as part of the optimization constraints. Robustness and multiperiod solutions are also considered. In Chapter 4, a, Denna avhandling är skriven som en monografi på områden inomsystemteknik med ett speciellt fokus på bemanningsplanerings frågeställningari en contact center miljö. Texten är ett resultat av ett samarbetemellan Kungliga tekniska högskolan (KTH) och Teleopti WFM. Huvudidénvar att översätta vardagsproblem på Teleopti till matematiskamodeller. Därför har modelleringsaspekten fått en framträdande rolloch stora delar av avhandlingen behandlar modellering av contact centerproblematik. Majoriteten av modellförslagen bygger på Markovskakönätverk.Avhandlingen är indelad i fem kapitel där det första kapitlet geren översikt och introduktion.I kapitel 2 introduceras ett multiklass och multiserver könätverkdär delköerna är sammankopplade med en gemensam budget. Flermålsoptimeringsproblemet att minimera kostnaden för agenter medan enhögkvalitativ servicegrad levereras löses genom marginalallokeringsalgoritmen.Kvalitetsmåtten som används för att kvantifiera kundnöjdhetär conditional value-at-risk och fraktionen av kunder som övergersystemet utan service. Conditional value-at-risk bevisas vara heltalskonvexti antalet agenter när kundernas väntetid används som "loss"funktion.I kapitel 3 behandlas rättvisa mellan agenter i ett contact center.Vikten av agentnöjdhet är stor i situationer med hög personalomsättning.Ett multiklass och multiserver könätverk introduceras för attutgöra en grund till införandet av rättvisemåttet mellan agenter i modelleringen.I kapitlet visas också hur agenterna kan indelas i grupper avutbytbara agenter, där grupperna kan erbjuda service till delmängderav kundklasserna. Rättvisemåttet mellan agenter kan införas som endel av målfunktionen eller i bivillkoren. Robusta och flerperiodslösningarundersöks också.I kapitel 4 införs en begränsat och tillståndsberoende resursdelningsmodellför ett chatt kommunikationssystem. Den föreslagna modellenär en utvidgning av den Markovska kömodellen för telefonbaseradekommunikationssystem, i vilket agenterna kan serva flera kun

This thesis is written as a monograph covering topics in operations research and focusing on workforce management in a contact center environment. This text is the result of a cooperative project between the Royal Institute of Technology (KTH) and Teleopti WFM. The main objective is to transform everyday problems faced at Teleopti into a mathematical modeling framework. The modeling aspect plays a prominent role and therefore, a large portion of this thesis deals with the modeling aspects of contact center management. The majority of the models are proposed in terms of Markov queuing networks. The text is divided into five chapters. The first chapter covers the introduction and provides a short background of the basics of contact centers and workforce management. It also briefly mentions the necessary mathematical tools. In Chapter 2, a multiclass and multiserver queuing network with a common budget constraint is introduced. The multiobjective optimization problem of minimizing server costs while delivering a high quality of service is solved using the marginal allocation algorithm. The quality of service measures used to quantify customer satisfaction is the conditional value-at-risk measure and the fraction of abandoning customers. It is proved that the conditional value-at-risk measure is integer convex in terms of the number of servers when the customer waiting time is taken as the loss function. In Chapter 3, the contact center interagent fairness is considered. The importance of agent happiness in face of attrition is briefly discussed. To include the interagent fairness into the modeling procedure a multiclass and multiserver queuing network is introduced. The servers are grouped into pools of exchangeable agents serving a subset of the customer classes. The interagent fairness measure can be introduced either as part of the objective function or as part of the optimization constraints. Robustness and multiperiod solutions are also considered. In Chapter 4, a, Denna avhandling är skriven som en monografi på områden inomsystemteknik med ett speciellt fokus på bemanningsplanerings frågeställningari en contact center miljö. Texten är ett resultat av ett samarbetemellan Kungliga tekniska högskolan (KTH) och Teleopti WFM. Huvudidénvar att översätta vardagsproblem på Teleopti till matematiskamodeller. Därför har modelleringsaspekten fått en framträdande rolloch stora delar av avhandlingen behandlar modellering av contact centerproblematik. Majoriteten av modellförslagen bygger på Markovskakönätverk.Avhandlingen är indelad i fem kapitel där det första kapitlet geren översikt och introduktion.I kapitel 2 introduceras ett multiklass och multiserver könätverkdär delköerna är sammankopplade med en gemensam budget. Flermålsoptimeringsproblemet att minimera kostnaden för agenter medan enhögkvalitativ servicegrad levereras löses genom marginalallokeringsalgoritmen.Kvalitetsmåtten som används för att kvantifiera kundnöjdhetär conditional value-at-risk och fraktionen av kunder som övergersystemet utan service. Conditional value-at-risk bevisas vara heltalskonvexti antalet agenter när kundernas väntetid används som "loss"funktion.I kapitel 3 behandlas rättvisa mellan agenter i ett contact center.Vikten av agentnöjdhet är stor i situationer med hög personalomsättning.Ett multiklass och multiserver könätverk introduceras för attutgöra en grund till införandet av rättvisemåttet mellan agenter i modelleringen.I kapitlet visas också hur agenterna kan indelas i grupper avutbytbara agenter, där grupperna kan erbjuda service till delmängderav kundklasserna. Rättvisemåttet mellan agenter kan införas som endel av målfunktionen eller i bivillkoren. Robusta och flerperiodslösningarundersöks också.I kapitel 4 införs en begränsat och tillståndsberoende resursdelningsmodellför ett chatt kommunikationssystem. Den föreslagna modellenär en utvidgning av den Markovska kömodellen för telefonbaseradekommunikationssystem, i vilket agenterna kan serva flera kun

This thesis is written as a monograph covering topics in operations research and focusing on workforce management in a contact center environment. This text is the result of a cooperative project between the Royal Institute of Technology (KTH) and Teleopti WFM. The main objective is to transform everyday problems faced at Teleopti into a mathematical modeling framework. The modeling aspect plays a prominent role and therefore, a large portion of this thesis deals with the modeling aspects of contact center management. The majority of the models are proposed in terms of Markov queuing networks. The text is divided into five chapters. The first chapter covers the introduction and provides a short background of the basics of contact centers and workforce management. It also briefly mentions the necessary mathematical tools. In Chapter 2, a multiclass and multiserver queuing network with a common budget constraint is introduced. The multiobjective optimization problem of minimizing server costs while delivering a high quality of service is solved using the marginal allocation algorithm. The quality of service measures used to quantify customer satisfaction is the conditional value-at-risk measure and the fraction of abandoning customers. It is proved that the conditional value-at-risk measure is integer convex in terms of the number of servers when the customer waiting time is taken as the loss function. In Chapter 3, the contact center interagent fairness is considered. The importance of agent happiness in face of attrition is briefly discussed. To include the interagent fairness into the modeling procedure a multiclass and multiserver queuing network is introduced. The servers are grouped into pools of exchangeable agents serving a subset of the customer classes. The interagent fairness measure can be introduced either as part of the objective function or as part of the optimization constraints. Robustness and multiperiod solutions are also considered. In Chapter 4, a, Denna avhandling är skriven som en monografi på områden inomsystemteknik med ett speciellt fokus på bemanningsplanerings frågeställningari en contact center miljö. Texten är ett resultat av ett samarbetemellan Kungliga tekniska högskolan (KTH) och Teleopti WFM. Huvudidénvar att översätta vardagsproblem på Teleopti till matematiskamodeller. Därför har modelleringsaspekten fått en framträdande rolloch stora delar av avhandlingen behandlar modellering av contact centerproblematik. Majoriteten av modellförslagen bygger på Markovskakönätverk.Avhandlingen är indelad i fem kapitel där det första kapitlet geren översikt och introduktion.I kapitel 2 introduceras ett multiklass och multiserver könätverkdär delköerna är sammankopplade med en gemensam budget. Flermålsoptimeringsproblemet att minimera kostnaden för agenter medan enhögkvalitativ servicegrad levereras löses genom marginalallokeringsalgoritmen.Kvalitetsmåtten som används för att kvantifiera kundnöjdhetär conditional value-at-risk och fraktionen av kunder som övergersystemet utan service. Conditional value-at-risk bevisas vara heltalskonvexti antalet agenter när kundernas väntetid används som "loss"funktion.I kapitel 3 behandlas rättvisa mellan agenter i ett contact center.Vikten av agentnöjdhet är stor i situationer med hög personalomsättning.Ett multiklass och multiserver könätverk introduceras för attutgöra en grund till införandet av rättvisemåttet mellan agenter i modelleringen.I kapitlet visas också hur agenterna kan indelas i grupper avutbytbara agenter, där grupperna kan erbjuda service till delmängderav kundklasserna. Rättvisemåttet mellan agenter kan införas som endel av målfunktionen eller i bivillkoren. Robusta och flerperiodslösningarundersöks också.I kapitel 4 införs en begränsat och tillståndsberoende resursdelningsmodellför ett chatt kommunikationssystem. Den föreslagna modellenär en utvidgning av den Markovska kömodellen för telefonbaseradekommunikationssystem, i vilket agenterna kan serva flera kun

Purpose: This study analyzes work safety perceptions among workers and safety experts in the construction industry. Furthermore, we evaluate whether experiential learning (i.e., labor experience) and knowledge-enhancing practices, that we link to safety training, explain the differences in work safety perceptions of workers and safety experts by triggering different types of overconfidence biases. Design/methodology/approach: The proposed hypothesis are tested by applying ordered probit models on a unique dataset comprising information for 558 employees and 215 safety experts working in the Spanish construction sector. Findings: The results reveal that previous labor market experience has a significantly negative effect on perceived work safety, that is, risk awareness decreases with respect to labor experience. However, the findings indicate that differences in perceived work safety between workers and safety experts are not explained by previous labor experience. Furthermore, the results suggest that higher levels of safety training, which we link to the acquisition of codified knowledge, negatively impacts workers’ safety perceptions, while this effect turns positive among safety experts. This result suggests that safety experts’ perceived work safety is affected by overconfidence that results from their greater safety-specific training (over-precision bias). Originality/value: Work safety constitutes a relevant key performance indicator. The proposed analysis of the role of labor experience and safety training on perceived work safety in different types of employees contributes to better understand how organizations can improve the management of their workforce by triggering specific actions, such as the design of customized training programs, that may help in reducing the safety disconnect between employees, in terms of perceived work safety., Peer Reviewed

Purpose: This study analyzes work safety perceptions among workers and safety experts in the construction industry. Furthermore, we evaluate whether experiential learning (i.e., labor experience) and knowledge-enhancing practices, that we link to safety training, explain the differences in work safety perceptions of workers and safety experts by triggering different types of overconfidence biases. Design/methodology/approach: The proposed hypothesis are tested by applying ordered probit models on a unique dataset comprising information for 558 employees and 215 safety experts working in the Spanish construction sector. Findings: The results reveal that previous labor market experience has a significantly negative effect on perceived work safety, that is, risk awareness decreases with respect to labor experience. However, the findings indicate that differences in perceived work safety between workers and safety experts are not explained by previous labor experience. Furthermore, the results suggest that higher levels of safety training, which we link to the acquisition of codified knowledge, negatively impacts workers’ safety perceptions, while this effect turns positive among safety experts. This result suggests that safety experts’ perceived work safety is affected by overconfidence that results from their greater safety-specific training (over-precision bias). Originality/value: Work safety constitutes a relevant key performance indicator. The proposed analysis of the role of labor experience and safety training on perceived work safety in different types of employees contributes to better understand how organizations can improve the management of their workforce by triggering specific actions, such as the design of customized training programs, that may help in reducing the safety disconnect between employees, in terms of perceived work safety., Peer Reviewed, Postprint (published version)

Every year, companies that produce consumer tax preparation software struggle with a massive amount of work imposed by thousands of state and federal changes to tax laws and forms. With their release not even beginning before August, these changes still must be processed and incorporated into the application by mid- December. Three companies dominate this competitive market with its short selling season so that release delays create significant losses. Though systematic resource allocation and process management are crucial, the volume and complexity of the changes, the brief timeframe to implement them, and feedback loops built into the system for error resolution make it extremely difficult to analyze the process. One of the leading tax software providers tasked us with developing systematic approaches for managing the process flow and staffing each stage so that the company met the deadline at the lowest cost. Based on the characteristics of the process, we develop deterministic models that partition tax forms into groups and determine the staffing levels for each group. Partitioning the development process into groups has the benefit of simplifying workflow management and making it easier to find staffing levels. To provide the company with a range of resource configurations, we use two modeling approaches to obtain lower and upper bounds on the number of resources at each stage. Numerical experiments indicate that the models successfully capture the features of the process and the heuristics perform well. Implementing our models at the company has resulted in 31% reduction in overtime and 13% reduction in total resource costs.

Every year, companies that produce consumer tax preparation software struggle with a massive amount of work imposed by thousands of state and federal changes to tax laws and forms. With their release not even beginning before August, these changes still must be processed and incorporated into the application by mid- December. Three companies dominate this competitive market with its short selling season so that release delays create significant losses. Though systematic resource allocation and process management are crucial, the volume and complexity of the changes, the brief timeframe to implement them, and feedback loops built into the system for error resolution make it extremely difficult to analyze the process. One of the leading tax software providers tasked us with developing systematic approaches for managing the process flow and staffing each stage so that the company met the deadline at the lowest cost. Based on the characteristics of the process, we develop deterministic models that partition tax forms into groups and determine the staffing levels for each group. Partitioning the development process into groups has the benefit of simplifying workflow management and making it easier to find staffing levels. To provide the company with a range of resource configurations, we use two modeling approaches to obtain lower and upper bounds on the number of resources at each stage. Numerical experiments indicate that the models successfully capture the features of the process and the heuristics perform well. Implementing our models at the company has resulted in 31% reduction in overtime and 13% reduction in total resource costs.

The United States Coast Guard (USCG) continues its workforce diversification initiative, although recent congressional statements communicate a lack of progress in this endeavor. Comments from senior Coast Guard leaders link workforce diversification to the ability of the USCG to fulfill its future Department of Homeland Security (DHS) mission requirements to the best of its ability. The USCG is at a decision point. The dilemma is the feasibility of managing demography in a volunteer organization that assesses and promotes its personnel based on merit. Should the USCG maintain a merit-based admission and promotion policy, or should the goal of race/gender societal reflectiveness take precedence over the concept of merit for the USCG to "diversify" its ranks? Thankfully, the USCG does not need to choose between the concepts of merit and diversity because the two concepts are not mutually exclusive. Instead of a strict meritocracy or a highly regulated demographic personnel model, the USCG should pursue a third diversification option that clearly communicates respect for both multiculturalism (diversity) and merit-based accessions and promotions. This thesis proposes a new recruiting and promotion philosophy called the "Respect Paradigm," which incorporates the organizational strengths of merit-based promotions/accessions with the USCG core value of Respect for its already existing diverse workforce. The strategy canvas presented in this thesis provides a qualitative method of marketing and messaging the Respect Paradigm to federal legislators and USCG organizational leaders. Quantitative measurements of the Respect Paradigm's success result from internal and external polling, which assess the acceptance and internalization of its philosophy and criteria. The ultimate measurement is the Respect Paradigm's effects on actual USCG diversification., The original document contains color images.

The power industry's overall need to become more efficient affects all parts of their business. With respect to asset management and workforce management business processes this is becoming increasingly apparent. One of the critical success factors of high process quality are high quality Information and Communication Technology (ICT) solutions. This paper proposes a method to assess the quality of ICT solutions for asset and workforce management applications within the power industry. The method has validated the method through an empirical case study at a Nordic utility., QC 20111201

The Director, Defense Research and Engineering (DDR&E) tasked the Institute for Defense Analysis (IDA) to analyze the civilian science and engineering (S&E) workforce employed by the Department of Defense (DoD) laboratories (DoD labs). The objectives of the study were as follows: (1) to provide DDR&E with an assessment of the recent trends/current status of the S&E workforce as input for policy and funding decisions relative to S&E workforce development to meet national security needs, and (2) to present suggestions to DDR&E regarding policies and practices that will ensure future workforce viability. The principal tasks were to determine the size and composition of the current civilian S&E workforce in DoD science and technology (S&T) laboratories; identify recent trends in the S&E workforce and projected trends to 2020; estimate the anticipated future composition of the U.S. and DoD S&E workforces; and assess current DoD workforce programs, policies, and practices relative to future S&E needs. A customized database developed by IDA, which contains workforce information provided by the Defense Manpower Data Center (DMDC), was created to conduct the workforce analysis. Trends in the DoD Lab civilian S&E workforce between 1988 and 2008 were analyzed in 5-year increments. IDA augmented data analysis with selected DoD lab director interviews, in part to understand the role of "Lab Demo" in shaping DoD S&T workforce personnel policies. This report summarizes the study's findings and recommendations., Task no. AV-2-2928. The original document contains color images.

Since 2001, the Department of Defense's (DOD) spending on goods and services has more than doubled to $388 billion in 2008, while the number of civilian and military acquisition personnel has remained relatively stable. To augment its in-house workforce, DOD relies heavily on contractor personnel. If it does not maintain an adequate workforce, DOD places its billion-dollar acquisitions at an increased risk of poor outcomes and vulnerability to fraud, waste, and abuse. GAO was asked to (1) assess DOD's ability to determine whether it has a sufficient acquisition workforce, (2) assess DOD initiatives to improve the management and oversight of its acquisition workforce, and (3) discuss practices of leading organizations that could provide insights for DOD's acquisition workforce oversight. To do this, GAO analyzed key DOD studies, obtained data from 66 major weapon system program offices across DOD, and interviewed officials from 4 program offices. GAO also met with representatives from six companies recognized as leaders in workforce management. GAO is making recommendations aimed at improving DOD's management and oversight of its acquisition workforce, including the collection of data on contractor personnel. DOD concurred with three of the recommendations and noted that implementing the other requires careful consideration., Report to Congressional Requesters.

The increasingly senior federal workforce, and their anticipated retirement from federal service, continues to top the list of human capital concerns across government. The Federal Government needs the right mix of high performing information technology (IT) personnel, with the skills necessary to meet both current and future mission requirements. As the Baby Boomers in the federal IT workforce retire, many of their replacements will come from a new, younger generation of workers, the "Net Generation," so-named by Don Tapscott in his 1997 book, Growing Up Digital: The Rise of the Net Generation (and its 2008 sequel, Grown Up Digital: How the Net Generation is Changing Your World), for being the first generation to have lifelong exposure to the Internet. This large, incoming generational wave is expected to bring a variety of new dynamics to the federal workplace. In order to manage the changing generational mix effectively, managers will need to reconcile the distinct, and sometimes conflicting, expectations, needs, and life experiences of their workforce and to establish a context for success that allows the strengths of each generation to shine. Capturing the knowledge of the current workforce, and bracing for the institutional changes resulting from both a changing workforce and rapidly evolving technology, will present wide-ranging challenges for Chief Information Officers who must fulfill specific responsibilities. Accordingly, the Federal Chief Information Officers Council initiated a review of the baseline federal IT workforce, current IT workforce management practices, and collaborated with nGenera Insight (formerly New Paradigm), an innovator in generational thought research, to use and expand their research on the Net Generation, the workforce of the future.

Management methods of relevance to public transportation systems. Topics: strategic planning management; labor relations; maintenance planning and administration; financing; marketing and fare policy; and management information and decision support systems. Shows how these general management tasks are dealt with in the transit industry and presents alternative strategies. Identifies alternative arrangements for service provision, including different ways of involving the private sector in public transportation.

Management methods of relevance to public transportation systems. Topics: strategic planning management; labor relations; maintenance planning and administration; financing; marketing and fare policy; and management information and decision support systems. Shows how these general management tasks are dealt with in the transit industry and presents alternative strategies. Identifies alternative arrangements for service provision, including different ways of involving the private sector in public transportation.

Management methods of relevance to public transportation systems. Topics: strategic planning management; labor relations; maintenance planning and administration; financing; marketing and fare policy; and management information and decision support systems. Shows how these general management tasks are dealt with in the transit industry and presents alternative strategies. Identifies alternative arrangements for service provision, including different ways of involving the private sector in public transportation.

В статье рассмотрены теоретико-методологические проблемы управления формированием и определением цены рабочей силы в условиях перехода к рыночным отношениям. Проанализированы разные модификации цены рабочей силы – заработная плата, пенсии, затраты на подготовку и переподготовку кадров, стипендии. Приведена структура затрат работодателей на рабочую силу по методологии Международной организации труда. Показан механизм возмещения затрат на воспроизводство рабочей силы, сложившейся в условиях трансформации экономики. Разработана математическая модель управления затратами на оплату труда применительно к промышленным предприятиям.

Background/aims: The cardiac catheter laboratory offers services to patients with a variety of conditions. These may include coronary heart disease, structural heart disorders and cardiac electrophysiological syndromes. Owing to the complex nature of an evolving health service and the increasing demands placed on healthcare workers, it is essential that innovative paradigms of service delivery are identified. This scoping review examines the state of knowledge regarding the rationale for change, solutions and potential consequences of expanding the roles of nurses in the cardiac catheter lab. Methods: An exploratory scoping study approach was employed, using an established framework. Databases searched included the Cumulative Index to Nursing and Allied Health Literature, Medline and Google Scholar. A systematic search strategy spanning a date range from 1988–2018 was formulated. Titles and abstracts of 172 papers were screened; a total of 20 papers were identified for full review, including 16 from the UK, one from the United States, two from Europe and one from Australia. Results: Literature to date concentrated on seven key areas: (1) drivers for change, (2) principles underpinning change, (3) ways of developing the workforce, (4) appropriate change management, (5) recommendations for practice, (6) barriers and facilitators, and (7) outcomes. Conclusions: The cardiac catheter lab is under pressure to meet the variable demands placed upon it. There is documented evidence of a shortage of cardiac physiologists, which has a direct and measurable impact on operational efficiency and patient care. The concept of expanding the nurse's role to incorporate aspects of the cardiac physiologist's role has been explored and could be a potential solution. Role expansion and advanced practice is a well-explored model in nursing. There are many themes associated with this issue, which are outlined in this paper. There needs to be more evidence surrounding the patient's percepti

Background/aims: The cardiac catheter laboratory offers services to patients with a variety of conditions. These may include coronary heart disease, structural heart disorders and cardiac electrophysiological syndromes. Owing to the complex nature of an evolving health service and the increasing demands placed on healthcare workers, it is essential that innovative paradigms of service delivery are identified. This scoping review examines the state of knowledge regarding the rationale for change, solutions and potential consequences of expanding the roles of nurses in the cardiac catheter lab. Methods: An exploratory scoping study approach was employed, using an established framework. Databases searched included the Cumulative Index to Nursing and Allied Health Literature, Medline and Google Scholar. A systematic search strategy spanning a date range from 1988–2018 was formulated. Titles and abstracts of 172 papers were screened; a total of 20 papers were identified for full review, including 16 from the UK, one from the United States, two from Europe and one from Australia. Results: Literature to date concentrated on seven key areas: (1) drivers for change, (2) principles underpinning change, (3) ways of developing the workforce, (4) appropriate change management, (5) recommendations for practice, (6) barriers and facilitators, and (7) outcomes. Conclusions: The cardiac catheter lab is under pressure to meet the variable demands placed upon it. There is documented evidence of a shortage of cardiac physiologists, which has a direct and measurable impact on operational efficiency and patient care. The concept of expanding the nurse's role to incorporate aspects of the cardiac physiologist's role has been explored and could be a potential solution. Role expansion and advanced practice is a well-explored model in nursing. There are many themes associated with this issue, which are outlined in this paper. There needs to be more evidence surrounding the patient's percepti

Táto práca sa zaoberá výpočetnými nástrojmi, určenými na zvýšenie efektivity, zníženie náročnosti a monitorovanie pracovných procesov uskutočňovaných v advokátskych kanceláriách na území Slovenskej republiky. Zároveň analyzuje súčasne dostupné software-ové prostriedky s podobným účelom. Taktiež preveruje bezpečnostné požiadavky, určené zákonmi Slovenskej republiky, zaisťujúce ochranu osobných údajov zákazníkov a pracovníkov advokátskych kancelárií. Výsledky analýzy napomohli k návrhu a implementácii výslednej webovej aplikácie slúžiacej ako informačný systém pre advokátske kancelárie. Aplikácia je zároveň rozšírená o vyhľadávanie záznamov v obchodnom registri Slovenskej republiky a monitorovanie ich zmien., This thesis covers the computational tools designated for the purposes of increasing efficiency, lowering difficulty and monitoring of work processes in the attorney offices in Slovak republic. It also analyses the current available software tools with a similar purpose. At the same time it examines safety requirements, specified by the laws of Slovak republic, which ensure the protection of personal data of clients and employees of attorney offices. The results of the analysis helped designing and implementing the final web application, which can be used as an information system for attorney offices. The final application includes a search for records in the register of companies of Slovak republic, and notifying users of any changes in the records.

Táto práca sa zaoberá výpočetnými nástrojmi, určenými na zvýšenie efektivity, zníženie náročnosti a monitorovanie pracovných procesov uskutočňovaných v advokátskych kanceláriách na území Slovenskej republiky. Zároveň analyzuje súčasne dostupné software-ové prostriedky s podobným účelom. Taktiež preveruje bezpečnostné požiadavky, určené zákonmi Slovenskej republiky, zaisťujúce ochranu osobných údajov zákazníkov a pracovníkov advokátskych kancelárií. Výsledky analýzy napomohli k návrhu a implementácii výslednej webovej aplikácie slúžiacej ako informačný systém pre advokátske kancelárie. Aplikácia je zároveň rozšírená o vyhľadávanie záznamov v obchodnom registri Slovenskej republiky a monitorovanie ich zmien., This thesis covers the computational tools designated for the purposes of increasing efficiency, lowering difficulty and monitoring of work processes in the attorney offices in Slovak republic. It also analyses the current available software tools with a similar purpose. At the same time it examines safety requirements, specified by the laws of Slovak republic, which ensure the protection of personal data of clients and employees of attorney offices. The results of the analysis helped designing and implementing the final web application, which can be used as an information system for attorney offices. The final application includes a search for records in the register of companies of Slovak republic, and notifying users of any changes in the records.