Question: Union Airways is adding more flights to and from its hub airport and so needs to hire additional customer service agents. However, is it not

Union Airways is adding more flights to and from its hub airport and so needs to hire additional customer service agents. However, is it not clear just how many more should be hired. Management recognizes the need for cost control while also consistently providing a satisfactory level of service to the companys customers, so a desirable trade-off between these two factors is being sought. Therefore, the management science team is studying how to schedule the agents to provide satisfactory service with the smallest personnel cost.

The following data have been compiled to help with the modeling of the problem.

Time periods covered by shift

Time Period

1

2

3

4

5

Minimum number of

agents needed

6:00 8:00 am

X

48

8:00 10:00 am

X

X

79

10:00 am noon

X

X

65

Noon 2:00 pm

X

X

X

87

2:00 4:00 pm

X

X

64

4:00 6:00 pm

X

X

73

6:00 8:00 pm

X

X

82

8:00 10:00 pm

X

43

10:00 pm - midnight

X

X

52

Midnight 6:00 am

X

15

Daily cost per agent

$170

$160

$175

$180

$195

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