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" A Mathematical Model for Personnel Task Assignment Problem in Banking Sector "
Çetin, Kenan
Tuzkaya, Gülfem
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Latin Dissertation
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| Language of Document
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English
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| Record Number
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1111768
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| Doc. No
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TLpq2499386962
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| Main Entry
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Çetin, Kenan
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Tuzkaya, Gülfem
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| Title & Author
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A Mathematical Model for Personnel Task Assignment Problem in Banking Sector\ Çetin, KenanTuzkaya, Gülfem
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| College
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Marmara Universitesi (Turkey)
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| Date
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2019
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| student score
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2019
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| Degree
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Master's
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| Page No
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84
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| Abstract
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It is a known fact that workforce is the most important resource for the companies operating in the service sector. Therefore; effective and efficient utilization, planning and directing of the workforce resource is one of the most essential requirements. For banks, a large number of transactions from the branches and directly from the customers during the day coming to Central Operations Department and their aim is to provide the best operational service with the highest efficiency with the limited employee resources in the departments. In this study, a real assignment problem was discussed and the problem was considered as Generalized Assignment Problem. For the solution of the problem, related algorithms were listed and examined in the literature survey part. Then, a three-step method is proposed. First step prioritizes the task coming to the system according to customer types, SLAs, cut-off times, task type. In the second step, a mathematical model was developed to assign task to employee groups and linear physical programming is used to solve the model. Third step schedule the tasks by using prioritization score. Afterward, proposed model was tested on real banking data. For all the tests, GAMS was used as a solver. Results show that proposed model and obtained solutions gave better results compared with current situation.
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Algorithms
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Assignment problem
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Banking industry
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Heuristic
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Mathematical models
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Supervisors
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