The effect of non-linear delay costs on workforce mix

This paper formulates a simple model to examine the appropriate mix of dedicated and flexible maintenance technicians (servers) required when total delay cost is a non-linear function of mean delay time. The primary decision variable is the number of flexible servers needed to minimize system-related costs. Non-linear delay costs appear to significantly increase the level of cross-training required compared with previous research using a linear cost function, which showed that a small proportion of flexible servers was sufficient. This has important implications for service system designers in regard to the amount of cross-training that might be appropriate.