Problem number 1
Problem presented at ESGI151 by Swedbank
Let’s consider the working schedules of support and servicing teams who have to complete incoming tasks in real time during fixed working hours longer than nominal 40 hour week. Such teams can be found throughout both the public and private sector, servicing either external or internal clients. It can be expected that the task flows for these teams will often vary over time and can be unevenly scattered in weeks and days. Nevertheless, the team leads and managers need to plan and design the work schedules of these teams so that robust task completion is guaranteed throughout the official servicing hours of the teams, even if the servicing hours are longer than usual 8 hour shifts or if they involve weekends. Moreover, the team leads will surely face several real world complications and constraints, such as unexpected illnesses or vacation seasons.
In this ESGI problem, you are asked to model the work schedule of such teams under real world inspired constraints. The aim of the task is to provide team leads with a helper tool for compiling the individual work schedules of their team members based on task flow forecasts. The work schedules should be designed to maximise employee wellbeing, while providing robust performance and resilience to unexpected shocks. You are provided with an example description of real world complications and constraints, as well as, synthetic task flow data of two model teams for testing your methodology. You are expected to provide a proof-of-concept implementation in a suitable programming language.