A simulation model for determining variable worker requirements in a service operation with time-dependent customer demand

In a service operation where worker requirements have to be determined for short scheduling time periods with nonstationary customer demand, the assumptions necessary for applying steady-state solutions to elementary queueing models are usually violated. This paper describes a simulation study of the behavior of such a service operation. The results are compared with the steady-state solutions to a queueing model where individual scheduling time periods are assumed to be independent. It is found that if the system utilization is below a derived maximum value (based on a service level criterion), then the steady-state solutions are robust enough to explain the behavior of the system and can be used to schedule worker requirements.