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Questions & Answers

Q: Could you please elaborate on the definition of Cost of Waiting, as Cost per Service Point is different (and a more straightforward costing exercise).

A: Customer waiting cost is an estimate of the lost customer value as waiting time increases ie unsatisfied customers that do not return due to excessive waiting time, this indicates the lost future profit. An example is provided in the instruction sheet. Cost per Service Point is the staffing cost and any asset/delivery cost per service point ie how much it costs to provide the service point. If the model was simply optimised for minimum service point cost an unacceptable waiting time would be introduced and customers lost. By considering the cost of waiting this can be allowed for.

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Q: I love the software, I would like to understand is it possible to have more than one department? I am looking at the staffing levels of Small to Medium sized hotels, so would need to create rotas for 2 bars, 2 kitchens, cleaning team and GA. Can this software be altered to achieve this with ease

A: Thanks for the feedback. If the departments are completely separate (ie the same staff do not work in both departments) then you can simply run 2 separate shift schedules ie save the file with a different name and have a separate file for each department. Alternatively you can setup separate shifts for each department within the same scheduler ie treat each department as a different shift even of it is the same time as other departments. With this method any staff maybe allocated to any shift (department).

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