Scheduling methodology to minimize random customer arrival

Abstract

The main problem addressed by the research is random arrival of customers to pick goods at a product distribution center. Using a Case Study approach, a methodology is developed for scheduling of customer arrivals as a solution. Initially the problem is studied in detail. A survey was carried out to study the current customer behavior of the selected product distribution center. Using the findings of the survey and the literature review, different scheduling solutions are generated. Three most viable solutions are selected and then those three solutions are evaluated in financial, operational and change management aspects to find the best solution. A simulation is also done for customer arrivals to quantify the impact of implementing the scheduling system. The findings of the research clearly indicate the feasibility and the customer service improvements derived by customer scheduling. The customer waiting times and the idling of the distribution point assets can be significantly reduced by the developed scheduling system. Customers’ perception of the waiting time can be reduced by providing waiting information of customers prior to their arrival.