講座題目：Parametric Stochastic Programming Models for Call-Center Workforce Scheduling

報(bào) 告 人：香港大學(xué)商學(xué)院周永頻教授

時(shí)    間：2013年5月15日（星期三）下午3:00-4:30

地    點(diǎn)：bwin必贏唯一官網(wǎng)輔樓333教室

Abstract

We develop and test an integrated forecasting and stochastic programming approach to workforce management in call centers. We first demonstrate that parametric forecasts can be used to drive stochastic programs whose results are stable with relatively small numbers of scenarios. We then extend our approach to include forecast updates and two-stage stochastic programs with recourse and provide a general modeling framework for which recent, related models are special cases. In our formulations, the inclusion of multiple arrival-rate scenarios allows the call centers to meet long-run average QoS targets, while the use of recourse actions help them to lower long-run average costs. Experiments with two large sets of call-center data highlight the complementary nature of these elements.

周永頻教授簡(jiǎn)介：

周永頻從美國(guó)賓夕法尼亞大學(xué)的沃頓商學(xué)院獲得了管理科學(xué)與應(yīng)用經(jīng)濟(jì)學(xué)的碩士和博士學(xué)位。此前他從美國(guó)約翰霍普金斯大學(xué)獲得數(shù)學(xué)碩士學(xué)位。自2007年起周永頻在美國(guó)華盛頓大學(xué)商學(xué)院任副教授，終身教職。自2012年起周永頻還在香港大學(xué)商學(xué)院任教授職。

周永頻教授的研究興趣主要是在服務(wù)領(lǐng)域的業(yè)務(wù)管理。他的研究領(lǐng)域包括隨機(jī)生產(chǎn)和服務(wù)能力的設(shè)計(jì)和分配，服務(wù)質(zhì)量對(duì)客戶(hù)的終生價(jià)值的影響,供應(yīng)鏈管理,和收入管理。另外，周永頻教授的研究也涉及運(yùn)行管理和市場(chǎng)營(yíng)銷(xiāo)之間的接口領(lǐng)域和運(yùn)行管理和信息系統(tǒng)之間的接口領(lǐng)域。他的研究結(jié)果被廣泛地在國(guó)際一流科研雜志上發(fā)表，包括Operations Research, Management Science, Marketing Science, Manufacturing & Service Operations Management (M&SOM), IIE Transactions, IEEE/ACM Transactions on Networking, and Queueing Systems。

目前,周永頻擔(dān)任Management Science, Operations Research和M&SOM這三份國(guó)際一流科研雜志的副主編。周永頻還被美國(guó)國(guó)家科學(xué)基金授予年青學(xué)者學(xué)術(shù)生涯獎(jiǎng)。