Abstract for: Controlling Workforce in Response to Demand Disturbances in Services Supply Chains

Ineffective policies of the resource management in services businesses can produce undesirable effects such as oscillation between acquisition and release of workforce, and amplified oscillation of workforce level through the stages of the service processes. We apply control theoretic principles in managing workforce to see how various PID feedback control schemes can improve costs, utilization and stability of workforce in response to demand disturbance in services supply chain. Our study through a system dynamics model indicates that effective combination of PID feedback control schemes can produce desirable policies of workforce resource management.