<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2448-7678</journal-id>
<journal-title><![CDATA[Investigación administrativa]]></journal-title>
<abbrev-journal-title><![CDATA[Investig. adm.]]></abbrev-journal-title>
<issn>2448-7678</issn>
<publisher>
<publisher-name><![CDATA[Instituto Politécnico Nacional, Escuela Superior de Comercio y Administración]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2448-76782015000100003</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Toma de Decisiones en la Asignación de Personal a Horarios de Trabajo Empleando Programación Lineal: El Caso de una Empresa de Atención Telefónica en México]]></article-title>
<article-title xml:lang="en"><![CDATA[Decisions on the Allocation of Staff to Work Schedules Using Linear Programming: The Case of a Company Call in Mexico]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Ojeda Villagómez]]></surname>
<given-names><![CDATA[Raúl]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Instituto Tecnológico de Monterrey  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2015</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2015</year>
</pub-date>
<volume>44</volume>
<numero>115</numero>
<fpage>0</fpage>
<lpage>0</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S2448-76782015000100003&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S2448-76782015000100003&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S2448-76782015000100003&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen: Es importante que el directivo cuente con la cantidad adecuada de información y las herramientas necesarias para mejorar la calidad del servicio del personal que atiende al cliente y realizar una adecuada toma de decisiones, que es el caso de los operadores telefónicos, en las empresas telefónicas. La presente investigación postula que mediante algoritmos genéticos se obtiene un modelo el cual proporciona una solución más eficiente que los métodos tradicionales a problemas de asignación de horarios de trabajo de las operadoras telefónicas. Se tiene que tomar una decisión en cuanto al tiempo de respuesta, con las medidas de calidad a nivel internacional, donde quien toma la decisión frecuentemente se tendrá que enfrentar a un gran volumen de información con un gran número de variables y una compleja relación entre ellas. De ahí el interés del presente estudio: ¿Cómo modelar y resolver de manera más eficiente un problema complejo de asignación de personal a horarios de trabajo en una gran empresa de atención telefónica mexicana? A efecto de incorporar las combinaciones de horarios de trabajo de las centrales telefónicas y de los turnos que tienen las operadoras telefónicas así como sus descansos y el tiempo no disponible para atender un cliente, lo cual incide en la satisfacción del cliente.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract: It is important that management has the right amount of information and skills to improve the quality of service of staff serving the customer and make a proper decision making, which is the case of telephone operators, telephone company&#8217;s tools. This research posits that using genetic algorithms a model which provides more efficient than traditional methods of allocation problems working hours telephone operators solution is obtained. You have to make a decision regarding response time, with quality measures at international level and where the decision maker often have to face a lot of information with a large number of variables and a complex relationship between them . Hence the interest of this study: How to model and solve more efficiently a complex problem staffing schedules work in a large company of Mexican call?, in order to incorporate combinations of work schedules telephone and shifts with telephone operators and their breaks and unavailable to meet customer time, which impacts customer satisfaction stations.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[PL Programación lineal]]></kwd>
<kwd lng="es"><![CDATA[AG Algoritmos genéticos]]></kwd>
<kwd lng="es"><![CDATA[ETP problemas de asignación de personal a horarios de trabajo]]></kwd>
<kwd lng="en"><![CDATA[PL Linear programming]]></kwd>
<kwd lng="en"><![CDATA[AG Genetic Algorithms]]></kwd>
<kwd lng="en"><![CDATA[ETP Employee Timetabling Problem]]></kwd>
</kwd-group>
</article-meta>
</front><back>
<ref-list>
<ref id="B1">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bellanti]]></surname>
<given-names><![CDATA[F.]]></given-names>
</name>
<name>
<surname><![CDATA[Carello]]></surname>
<given-names><![CDATA[G.]]></given-names>
</name>
<name>
<surname><![CDATA[Della Croce]]></surname>
<given-names><![CDATA[F.]]></given-names>
</name>
<name>
<surname><![CDATA[Tadei]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A greedy-based neighborhood search approach to a nurse rostering problem]]></article-title>
<source><![CDATA[European Journal of Operational Research]]></source>
<year>2004</year>
<volume>153</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>28-40</page-range><publisher-name><![CDATA[Elsevier, Ed]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B2">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Coss Bu]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<source><![CDATA[Análisis y evaluación de proyectos de inversión]]></source>
<year>1993</year>
<publisher-loc><![CDATA[D.F., México ]]></publisher-loc>
<publisher-name><![CDATA[Limusa]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B3">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Demassey]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Pesant]]></surname>
<given-names><![CDATA[G. A.-M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Constraint programming based column generation for employee timetabling]]></article-title>
<source><![CDATA[Integration of AI and OR Techniques in Constraint Programming for Combinatorial Optimization Problems]]></source>
<year>2005</year>
<page-range>140-54</page-range><publisher-name><![CDATA[Springer, Ed]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B4">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Fernández]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Santos]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A non-standard genetic algorithm approach to solve constrained school timetabling problems]]></article-title>
<source><![CDATA[Computer Aided Systems Theory-EUROCAST 2003]]></source>
<year>2003</year>
<page-range>26-37</page-range><publisher-name><![CDATA[Springer]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B5">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Goldberg]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
</person-group>
<source><![CDATA[Genetic Algorithms in Search, Optimization, and Machine Learning]]></source>
<year>1989</year>
<publisher-loc><![CDATA[D.F., México ]]></publisher-loc>
<publisher-name><![CDATA[Addison-Wesley]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B6">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Gröbner]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Wilke]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Búttcher]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A standard framework for timetabling problems]]></article-title>
<source><![CDATA[Practice and Theory of Automated Timetabling IV]]></source>
<year>2003</year>
<page-range>24-38</page-range><publisher-name><![CDATA[Springer, Ed]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B7">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kaplansky]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Meisels]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Distributed personnel scheduling - negotiation among scheduling agents]]></article-title>
<source><![CDATA[Annals of Operations Research]]></source>
<year>2007</year>
<volume>155</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>227-55</page-range></nlm-citation>
</ref>
<ref id="B8">
<nlm-citation citation-type="confpro">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Konstantinos]]></surname>
<given-names><![CDATA[G. Z.]]></given-names>
</name>
</person-group>
<source><![CDATA[Pushing the Envelope: the role of slot scheduling in optimising the use of scarce airport resources]]></source>
<year>2014</year>
<conf-name><![CDATA[ 10International Conference of the Practice and Theory of Automated Timetabling]]></conf-name>
<conf-loc>York </conf-loc>
</nlm-citation>
</ref>
<ref id="B9">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Levin]]></surname>
<given-names><![CDATA[R. I.]]></given-names>
</name>
<name>
<surname><![CDATA[Rubin]]></surname>
<given-names><![CDATA[D. S.]]></given-names>
</name>
</person-group>
<source><![CDATA[Business Statistics: A First Course]]></source>
<year>2013</year>
<publisher-loc><![CDATA[Estados Unidos ]]></publisher-loc>
<publisher-name><![CDATA[Pearson Education]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B10">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Meisels]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Lusternik]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Experiments on Networks of Employee Timetabling Problems]]></article-title>
<source><![CDATA[Practice and Theory of Automated Timetabling IIe]]></source>
<year>1988</year>
<page-range>130-41</page-range></nlm-citation>
</ref>
<ref id="B11">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Meisels]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Gudes]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Solotorevsky]]></surname>
<given-names><![CDATA[G.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Combining Rules and constraints for employee Timetabling]]></article-title>
<source><![CDATA[International Journal of Intelligent Systems]]></source>
<year>1997</year>
<volume>12</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>419-39</page-range></nlm-citation>
</ref>
<ref id="B12">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Schmidt]]></surname>
<given-names><![CDATA[J. W.]]></given-names>
</name>
<name>
<surname><![CDATA[Taylor]]></surname>
<given-names><![CDATA[R. E.]]></given-names>
</name>
</person-group>
<source><![CDATA[Análisis y Simulación de Sistemas Industriales]]></source>
<year>1979</year>
<publisher-loc><![CDATA[D.F. México ]]></publisher-loc>
<publisher-name><![CDATA[Trillas]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B13">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Yigit]]></surname>
<given-names><![CDATA[T.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Constraint- Based School Timetabling Using Hybrid Genetic Algorithms]]></article-title>
<person-group person-group-type="editor">
<name>
<surname><![CDATA[Pazienza]]></surname>
<given-names><![CDATA[R. B.]]></given-names>
</name>
</person-group>
<source><![CDATA[AI* IA 2007: Artificial Intelligence and Human-Oriented Computing]]></source>
<year>2007</year>
<volume>4733</volume>
<page-range>848-55</page-range></nlm-citation>
</ref>
</ref-list>
</back>
</article>
