Crew rostering with multiple goals: An empirical study

An empirical crew rostering problem drawn from the customer service section of a department store in southern Taiwan is addressed in this paper. The service section established relevant service facilities and functions to provide services for customers as well as distinguished guests and visitors. The crew rostering task is concerned with assigning multi-functional workers to different types of job and scheduling working shifts for each worker within a given time horizon, where the available and demand workforce vary from one shift to another. The current crew rostering method is a seniority orientation method. In developing the roster under current method, lines of job are generated and then bids are taken in order of decreasing seniority. The most senior worker has the widest range of job lines from which to select so as to best satisfy his/her preference. Successive crew members bid for the remaining lines of job. The current method has some drawbacks. To overcome the drawbacks, this paper develops a problem-specific approach with three stages to deal with the crew rostering problem, making it more equitable and personalized for workers by considering the management goals concerning worker–job suitability, worker–worker compatibility and worker–shift fondness. Due to the vagueness of job characteristics and the personal attributes, fuzzy method is used to improve the evaluation results of suitability, compatibility and fondness. The utility similarities of fuzzy assessments with the linguistic grade of very good are used to measure the fitness grade for the management goals. A linear goal programming model is proposed to fulfill the “efficient assignment/match from the right” policy. The proposed approach ensures the right workers are assigned to the right jobs, the right workers are placed together in a job and the pleasing working shifts are given to the workers. An illustrative application demonstrates the implementation of the proposed approach.

► A problem-specific approach is proposed to deal with the crew rostering problem.
► Three management goals are considered simultaneously for generating a roster.
► Effective rosters can be obtained by using the proposed linear GP model.