A mathematical model for personnel task assignment problem and an application for banking sector

Kenan Çetin; Gülfem Tuzkaya; Ozalp Vayvay

doi:10.11121/ijocta.01.2020.00825

Authors

Kenan Çetin R&D Center, Vakıfbank; Marmara University http://orcid.org/0000-0003-4894-8215
Gülfem Tuzkaya Marmara University http://orcid.org/0000-0001-7683-4405
Ozalp Vayvay Marmara University http://orcid.org/0000-0003-0504-3395

DOI:

https://doi.org/10.11121/ijocta.01.2020.00825

Keywords:

Generalized Assignment Problem, Task Assignment, Analytic Hierarchy Process, Personnel Scheduling Banking Sector Linear Physical Programming

Abstract

Efficient planning and management of the workforce resources is one of the most essential requirements for the companies operating in the service sector. For banks, a large number of transactions coming to Central Operations Department from the branches or directly from the customers and their aim is to provide the best operational service with the highest efficiency with the limited workforce resources in the departments. In this study, a real assignment problem was discussed and the problem was considered as Generalized Assignment Problem. For the solution of the problem, related algorithms were listed and examined in the literature survey section. Then, a two-step method is proposed. First step prioritizes the task coming to the system by considering the customer types, service level agreement (SLA) times, cut-off times, task type. In the second step, a multi-objective mathematical model was developed to assign task to employee groups. A preference based optimization method called Linear Physical Programming (LPP) is used to solve the model. Afterward, proposed model was tested on real banking data. For all the tests, GAMS was used as a solver. Results show that proposed model gave better results compared with current situation. With the proposed solution method, the workloads of the profile groups working above their capacity were transferred to other profile groups with idle capacity. Thus, the capacity utilization rates of the profile groups were more balanced and the minimum capacity utilization rate was calculated as 41%.

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Author Biographies

Kenan Çetin, R&D Center, Vakıfbank; Marmara University

Kenan Cetin received the B.Sc. degree in 2010 from the Department of Industrial Engineering from Sakarya University, Turkey respectively. He is working as an R&D Specialist in Vakıfbank. His research interests are optimization algorithms, scheduling, artificial intelligence and data mining.

Gülfem Tuzkaya, Marmara University

Gülfem Tuzkaya, Ph.D., is currently working as an Associate Professor in the Department of Industrial Engineering, Marmara University. Dr. G. Tuzkaya received her MSc. Degree in Industrial Engineering from Yildiz Technical University, in 2002, MBA degree from Istanbul Technical University, in 2005, and Ph.D. degree in Industrial Engineering from Yildiz Technical University, in 2008. She has been in Tilburg University, Netherland, as a visiting researcher in 2010. Her research interests are in the areas of reverse-forward logistics systems design, facility design and operations research applications for operations management problems.

Ozalp Vayvay, Marmara University

Ozalp Vayvay received the M.Sc. and Ph.D. degrees in 1993 and 2000 from the Department of Industrial Engineering from Marmara University, Turkey respectively. He is working as a Professor at Business Administration Department of Marmara University. His research interest includes supply chain, quality management, and innovation management.

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