| Article ID: | iaor20043189 |
| Country: | Canada |
| Volume: | 41 |
| Issue: | 3 |
| Start Page Number: | 259 |
| End Page Number: | 274 |
| Publication Date: | Aug 2003 |
| Journal: | INFOR |
| Authors: | Chong Kar-Li, Grewal Manvir, Loo Judy, Oh Sherry L. |
| Keywords: | allocation: resources, personnel & manpower planning, artificial intelligence: decision support |
A decision support system (DSS) is developed from a descriptive resource simulation of Air Canada's passenger check-in process previously created in 2001 with Arena 3.0. Through time study and analysis, the impacts of 9-11 on customer arrival and service times are reflected in the updated model. The integration of a Visual Basic for Applications (VBA) front-end enables Air Canada management staff to easily enter and manipulate flight and staff schedules. What-if analysis can now be performed to understand the significance of different situations and changes Air Canada may encounter daily. A key output of the DSS is a feasible staff roster to meet the airline's internal service standards by more closely matching customer arrival patterns.