- Title
- Improving operational performance in service delivery organizations by using a metaheuristic task allocation algorithm
- Creator
- Paul, Rahul; Bose, R. P. Jagadeesh Chandra; Chalup, Stephan K.; Raravi, Gurulingesh
- Relation
- 15th International Conference on Business Process Management (BPM 2017). Proceedings of the BPM 2017 Industry Track (Barcelona, Spain 10-15 September, 2017) p. 25-37
- Relation
- http://ceur-ws.org/Vol-1985/
- Publisher
- CEUR Workshop Proceedings
- Resource Type
- conference paper
- Date
- 2017
- Description
- Efficient allocation of tasks to employees is crucial in service delivery organizations. It facilitates meeting the service level agreements (SLAs), utilizes the employees well and improves the operational performance. Task allocation is a challenging problem that addresses the inter-dynamics of tasks and employees, considering factors such as diversity, utilization, skills and fairness. The combination of task deadlines and associated SLA requirements adds another dimension to the complexity of the problem. In this paper, we propose a tabu search algorithm for efficient task allocation. The algorithm is employee utilization, productivity and fairness aware. We evaluate the proposed algorithm using real world transaction processing data from a large service delivery organization. The results show that the proposed approach can reduce deadline misses substantially in comparison to the organization's current approach.
- Subject
- operational excellence; transaction processing; task allocation; deadline violation; Tabu-search; metaheuristic
- Identifier
- http://hdl.handle.net/1959.13/1387145
- Identifier
- uon:32538
- Identifier
- ISSN:1613-0073
- Language
- eng
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