University of Twente Student Theses


Matching capacity with the predicted workload at the emergency call centre of ProRail

Dijk, H.B. van (2022) Matching capacity with the predicted workload at the emergency call centre of ProRail.

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Abstract:This research focuses on improving the match between the deployed capacity and the workload at the emergency call-centre of ProRail. This research combines historical data with expert knowledge and a work sampling study to create a detailed workload estimate. This workload estimate serves as input for a scheduling model. This scheduling model is formulated as an MILP-model and it decides when and how much capacity is deployed so that the capacity is sufficient to handle the estimated workload. The input data is split up in training and test datasets. The scheduling model generates a schedule that is optimal for the training dataset. The performance of the generated schedules is evaluated on the test datasets. In the end, two schedules that are generated in the experiments are recommended. The generated schedules show that it is possible to reduce the average capacity while still meeting the quality requirements by cleverly exploiting the seasonality effects in the data.
Item Type:Essay (Master)
ProRail, Utrecht, The Netherlands
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:50 technical science in general
Programme:Industrial Engineering and Management MSc (60029)
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