Evolução Diferencial Discreta para Programação de Turnos de Trabalho

Abstract

In this paper a model was developed to solve the shift scheduling problem with application in a Call Center company. This is a complex optimization problem due to the large number of restrictions and requirements. The shift scheduling problem for 5 weeks was divided into two problems: determining shifts for one week; assigning these shifts to employees for a period five weeks. For solving both problems was used Discrete Differential Evolution (EDD). The main objectives are: to optimize the number of telephone operators and the variation between times of arrival of these. The results of the EDD for the first problem were compared with those of a mathematical model of ILP and found that the results are equal to optimal or close to optimal. For the second problem we found the optimal result for the function considered the most important of the function bi-objective.