{"title":"Extended abstract — bringing science to the art of workforce management in service industries","authors":"Sid Sengupta","doi":"10.1109/COASE.2009.5234099","DOIUrl":null,"url":null,"abstract":"IT is estimated that today over 70% of the global labour is employed in non-manufacturing jobs [1], a major part of that being in the service industry — retail stores, hotels, restaurants, hospitals, contact centres [2], etc. There is widespread use of technology in many business practices of these organizations, but only some, e.g. 17% of retail stores [3], have automated workforce optimization and most still rely on manual methods or spreadsheets.","PeriodicalId":386046,"journal":{"name":"2009 IEEE International Conference on Automation Science and Engineering","volume":"257 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2009-08-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"4","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"2009 IEEE International Conference on Automation Science and Engineering","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/COASE.2009.5234099","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 4
Abstract
IT is estimated that today over 70% of the global labour is employed in non-manufacturing jobs [1], a major part of that being in the service industry — retail stores, hotels, restaurants, hospitals, contact centres [2], etc. There is widespread use of technology in many business practices of these organizations, but only some, e.g. 17% of retail stores [3], have automated workforce optimization and most still rely on manual methods or spreadsheets.
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