1 Chapter 10 Scheduling 1 Chapter 10 SCHEDULING McGraw-Hill/Irwin © 2003 The McGraw-Hill Companies, Inc., All Rights Reserved.

2 Chapter 10 Scheduling 2 LEARNING OBJECTIVES Introduce the different scheduling issues that exist in a service environment. Recognize the difference between scheduling work in back-of-the-house operations and scheduling workers in front-of-the-house operations. Identify the different priority rules that can be used to schedule work. Present a framework for scheduling workers in a service organization. Illustrate how technology can facilitate the scheduling of workers.

3 Chapter 10 Scheduling 3 SCHEDULING IN SERVICES Back-of-the-House Operations Determining the total number of workers required to complete the existing and/or forecasted work load within a given time period. Establishing priority rules by which this work is to be completed. Front-of-the-House Operations Determining the proper level of service to provide customers. The scheduling of workers throughout the day to properly satisfy the varying customer demand. Managing customer waiting times when they do occur to minimize dissatisfaction.

4 Chapter 10 Scheduling 4 TEN COMMON PRIORITY RULES FOR SEQUENCING TASKS FCFS – First Come, First Served. SPT – Shortest Processing Time. Due Date – Earliest Due Date First. Start Date – Due Date Minus Normal Lead-Time. STR – Slack Time Remaining. STR/OP – Slack Time Remaining per Task or Operation. CR – Critical Ratio. QR – Queue Ratio. LCFS – Last Come, First Served. Random Order-Whim.

5 Chapter 10 Scheduling 5 SCHEDULE EVALUATION CRITERIA Meeting due dates of customers’ orders and/or downstream tasks and assignments. Minimizing overall processing time. Minimizing work in process. Minimizing workers’ idle time.

6 Chapter 10 Scheduling 6 JOHNSON’S RULE Scheduling Four Jobs Through Two Workers Step 1: List operation times for each order: Step 2 and 3: Select shortest completion time and assign: Order A is the shortest with Worker 2 and is assigned first and performed last. Step 4: Repeat steps 2 and 3 until all orders are scheduled. Select the shortest completion time among the remaining orders.

7 Chapter 10 Scheduling 7 EXHIBIT 10.1 JOHNSON’S RULE Optimal Schedule of Orders Using Johnson’s Rule Worker 1 C Worker 2 Idle B C D B A DA Idle but available for other work Cumulative Time in Days

8 Chapter 10 Scheduling 8 ELEMENTS OF DEVELOPING SCHEDULES FOR FRONT-OF-THE- HOUSE OPERATIONS Forecasting Customer Demand Converting Customer Demand into Worker Requirements Converting Worker Requirements into Daily Work Schedules Converting Daily Work Schedules into Weekly Work Schedules

9 Chapter 10 Scheduling 9 Exhibit 10.2 THE REQUIRED STEPS IN WORKER SCHEDLULING Forecasting Customer Demand Worker Requirements Daily Worker Schedules Individual Weekly Schedules Customer Service Level Scheduling Constraints Individual Worker Constraints

10 Chapter 10 Scheduling 10 Exhibit 10.4 THE IMPACT OF TECHNOLOGY ON SCHEDULING EFFICIENCY AND SERVICE A B A1 B1 High Low FastSlow Level of Service Efficiency

11 Chapter 10 Scheduling 11 KEY TERMS Priority Rules