ORTEC is a Netherlands-based software company selling decision support systems based on operations research models. One of her products is HARMONY, a workforce scheduling package. We developed a model to predict its return on investment for a specific customer. The model uses a database of...

This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...

This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...

In 1997 two papers new applying the metaheuristics Tabu Search (TS) and Heuristic Concentration (HC) tothe p-median problem were published in consecutive volumes of the European Journal of OperationalResearch. Here we apply the method of HC some of the data sets which were used for...

We develop Integer Programming (IP) solutions for some special college admission problems arising from the Hungarian higher education admission scheme. We focus on four special features, namely the solution concept of stable score-limits, the presence of lower and common quotas, and paired...