A Goal Programming Model for Staff Scheduling at a Telecommunications Center

In this paper, a mathematical model is developed to solve a staff scheduling problem for a telecommunications center. Currently, weekly schedules are manually produced. The manual nature of the process and the large number of constraints and goals lead to a situation where the used schedules are both inefficient and unfair. A zero‐one linear goal programming model is suggested to find an optimized cyclical schedule. The center objectives as well as the engineers’ preferences are taken into account. The developed model had to produce balanced schedules that provide the required coverage while satisfying fairness considerations, in terms of weekends off, working night shifts, isolated days on, and isolated days off. A staffing analysis and mathematical properties have been developed to find the optimal parameters of the staff scheduling model. A 6‐week scheduling period has been suggested instead of the current weekly period. Work patterns have been suggested to improve schedules quality. These work patterns have been mathematically formulated as a set of soft constraints. The suggested mathematical model has been implemented using Lingo software. The optimal cyclical schedule has been found. It significantly increases both efficiency and staff satisfaction. The suggested approach can be used for any similar staff scheduling problem.