A Framework for Multi-Skills Inspectors Scheduling with Client Preferences in Service Industry: Real Case

Managing efficiently the human resources in service sector is proved to bring important benefits for both managers and workers, especially when employees are in direct contact with clients. This scheduling problem has proved to be a challenging task, even for managers and experienced planners, due to the multiplicity of factors that have to be taken into consideration. In this paper, the staff scheduling problem is formally described, and then we focus on the inspection sector aiming to introduce all the parameters and objectives directly related to inspection missions through semi-structured interviews conducted with managers and inspectors of an inspection company.