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Call to Duty : Just-in-Time Scheduling in a Restaurant Chain

Just-in-time scheduling has become ubiquitous in the service industries. Although effective in reducing staffing level, hence labor cost, the potential impact of just-in-time scheduling on workers’ productivity and the firm’s revenue is not well understood. Using a data set of 1,444,044 transactions from 25 stores of a full-service casual dining restaurant chain in the United States, we study how just-in-time scheduling impacts worker productivity. We consider two types of just-in-time schedules: (1) short-notice schedules that are assigned to servers shortly before the day of service (mostly two days in our data) and (2) real-time schedules that are assigned to servers on the day of service. We show that short-notice schedules do not harm server productivity overall, but real-time schedules do by 4.4%. Our analysis indicates this may be because servers reduce their up-selling and cross-selling efforts when working on real-time schedules. We then propose an analytical scheduling model that accounts for both the value of staffing flexibility created through just-in-time scheduling and its impact on server productivity to inform the firm how to use just-in-time scheduling to improve profitability. Through a case study, we demonstrate that with the 4.4% productivity loss during the real-time schedules, the managers should shift from the heavy use of real-time scheduling toward scheduling more servers with longer advance notice. Such a shift not only provides more predictable work schedules for the workers but can also improve restaurants’ expected profit by up to 1%, a significant number for the low-margin restaurant industry.

Ketersediaan

Informasi Detail

Judul Seri

MANAGEMENT SCIENCE; Vol.67 No.11 November 2021

No. Panggil

-

Penerbit

: .,

Deskripsi Fisik

p. 6751 - 6781

Bahasa

English

ISBN/ISSN

-

Klasifikasi

NONE

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

JUST-IN-TIME SCHEDULING
SERVER PRODUCTIVITY
STAFFING FLEXIBILITY
RESTAURAT OPERATIONS

Info Detail Spesifik

https://doi.org/10.1287/mnsc.2020.3877

Pernyataan Tanggungjawab

Masoud Kamalahmadi, Qiuping Yu, Yong-Pin Zhou

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