Decision Sciences Journal
Volume 29, Number 2
Spring 1998

Staffing a Multiskilled Workforce with Varying Levels of Productivity: An Analysis of Cross-training Policies

Michael J. Brusco
Information and Management Sciences Department, College of Business, Florida State University, Tallahassee, FL 32306-1042, email: mbrusco@cob.fsu.edu

Tony R. Johns
Department of Administrative Science, College of Business, Clarion University of Pennsylvania, Clarion, PA 16214, email: johns@vaxa.clarion.edu

Abstract: Service operations that utilize cross-trained employees face complex workforce staffing decisions that have important implications for both cost and productivity. These decisions are further complicated when cross-trained employees have different productivity levels in multiple work activity categories. A method for policy analysis in such environments can be beneficial in determining low-cost staffing plans with appropriate cross-training configurations.

In this paper, we present an integer linear programming model for evaluating cross-training configurations at the policy level. The objective of the model is to minimize workforce staffing costs subject to the satisfaction of minimum labor requirements across a planning horizon of a single work shift. The model was used to evaluate eight cross-training structures (consisting of 36 unique cross-training configurations) across 512 labor requirement patterns. These structures, as well as the labor requirement patterns, were established based on data collected from maintenance operations at a large paper mill in the United States. The results indicate that asymmetric cross-training structures that permit chaining of employee skill classes across work activity categories are particularly useful.

Subject Areas: Employee Cross-training, Labor and Staff Planning, Mathematical Programming, and Operations Management.