Optimization: Using Models, Validating Models, Solutions, Answers -- From the Problem to its Mathematical Formulation -- Mathematical Solution Techniques -- Problems Solvable Using Linear Programming -- How Optimization is Used in Practice: Case Studies in Linear Programming -- Modeling...

The thesis provides an algorithmic approach to the scheduling problem for call centre agents. It shows that this problem is NP-complete and even inapproximable. A broad statistical analysis of call data from a call centre is contained, too.