驾驭效率与不确定性:城市送餐服务依赖随意劳动力的风险

Weiwen Zhou, Elise Miller-Hooks, S. Sahasrabudhe
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引用次数: 0

摘要

随着 "零工就业 "的日益普及,许多服务于城市地区的服务行业都可以使用由自主签约的快递员组成的 "零工劳动力"。这种 "临时工 "在日益增长的送餐服务行业中发挥着尤为重要的作用。雇用临时快递员完成送餐任务可以降低满足非稳定需求的成本。然而,临时工可以随意上班,无需通知。因此,这使得依赖有效劳动力管理来确保及时交付订单的快递公司的服务绩效面临风险。这项工作研究了在送餐环境中使用这种随意的快递员队伍代替固定的司机队伍之间的权衡问题。在滚动视界框架内,开发并运行了一种采用塔布搜索启发式和嵌入式弹射链方法的随机 DES,用于优化送餐工作的捆绑、路由选择和分配,以复制送餐环境的动态变化。采用风险条件值(CVaR)来衡量由于劳动力可用性的不确定性而导致的延迟交付风险。通过对 25 家餐厅和 14 小时内到达的 613 份订单进行数值案例研究,结果表明,在送餐资源利用率、无法满足订单的效率风险和明显延迟送餐的风险方面,使用临时快递员代替类似的固定司机车队是有权衡的。结果表明,与使用固定车队的司机完成订单相比,使用任意快递员送餐可以更有效地利用送餐资源,但代价是较高的延迟送餐风险,有时甚至是无法忍受的延迟送餐风险。
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Navigating Efficiency and Uncertainty: Risks of Relying on an At-Will Workforce in Urban Meal Delivery
Increasing popularity in gig employment has enabled the use of an at-will workforce of self-contracted couriers to participate in many service industries serving urban areas. This gig workforce has come to play a particularly important role in the growing meal delivery service industry. Hiring at-will couriers for delivery job fulfillment can decrease the costs of satisfying nonstationary demand. However, at-will workers can show up for work at their will and without notice. Thus, this puts the service performance of the delivery company that relies on effective workforce management to ensure timely delivery of orders at risk. This work investigates the tradeoffs between using such an at-will workforce of couriers in place of a fixed fleet of drivers in servicing a meal delivery environment. A stochastic DES with tabu search heuristic and embedded ejection chain approach for optimal delivery job bundling, routing, and assignment was developed and run within a rolling horizon framework to replicate the dynamics of the meal delivery setting. Condition Value at Risk (CVaR) is adopted to measure the risk of late delivery due to uncertainty in workforce availability. Results from a numerical case study with 25 restaurants and 613 orders arriving over a 14-h period show tradeoffs from using at-will couriers in place of a comparable fixed fleet of drivers in terms of delivery resource utilization, efficiency risk of failing to satisfying orders and risk of significantly late delivery. Results indicate that using at-will couriers for meal delivery can enable more efficient use of delivery resources, but at the cost of a higher risk of late delivery, and sometimes intolerably late delivery, as compared to using a fixed fleet of drivers to fulfill orders.
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