Low-Cost Customer Service Employee Daily Assignment Schedule Options

ACME Home Improvements de Mexico PROJECT:

Low-Cost Customer Service Employee Daily Assignment Schedule Options

Mariama Sow

Shawn M. Thornton

University of Maryland University College

November 6th, 2012

Executive Summary

The objective of this study was to utilize Linear Program (LP) Models to review low-cost customer service employee daily assignment schedule options. Additional objectives included the necessity to test these results for sensitivity to various constraints to include a maximum number of total Part Time hours and increased labor costs due to non-typical days.

These models were created using Microsoft's Excel Solver was used to calculate the LP model, a variety of constraints, to include a minimum of customer service representatives per hour, a standard pay for Full Time and Part Time employees, mandatory Full Time shift schedules to include a one hour lunch break, a maximum number of total Part Time hours, and a requirement to minimize total wage costs.

The results indicated Scenario 3 will be most effective and efficient. This scenario allows for a minimum and maximum number of Full Time employees per shift to maintain minimum levels of leadership with our customer service staff at all times, reasonable lunch and dinner schedules, and a maximum Part Time hours contribution of 50 percent.

Introduction

Acme Home Improvements de Mexico will open during December 2013. A vigorous and lengthy hiring and training process will occur prior to opening day. In order to staff these positions efficiently and effectively there are a variety of considerations which must be taken into account to include Mexican labor laws, employee contracts, Mexican culture, and direct and indirect costs. Some of these costs include full-time and part-time wages, profit sharing, training expenses, termination expenses, employee housing expense, employee retirement insurance, and overtime and holiday wage costs. Given these considerations, it will be...