Shift scheduling to improve customer satisfaction, employee satisfaction and management satisfaction in service workplace where employees and robots collaborate

Abstract

In this paper, shift scheduling method to improve customer satisfaction (CS), employee satisfaction (ES) and management satisfaction (MS) in service workplace where employees and robots collaborated is proposed. In service industry, it is important to introduce the labor force created as a result of operations efficiency improvement to the other business that creates added value. For this purpose, in recent years, it has been researched to introduce robots to service workplace. In restaurant business, it is necessary to improve CS, ES and MS together, because of increasing customers’ repeat and improving profitability. Therefore we started to research mentioned at the beginning. Since there are a trade-off relationship among CS, ES and MS, it is required to make a balanced plan. Therefore shift scheduling problem is modeled as multi-objective optimization problem so as to improve CS, MS, ES and formulated as a set cover problem. Finally, relationship of CS, ES, MS and method to create shift schedule to improve them are discussed based on numerical experiments.