Optimization of Human Resources at International Settlement Counters in Airports

doi:10.3969/j.issn.1007-7375.2023.02.020

Abstract

Abstract: The number of customers served by the international settlement counter in an airport fluctuates greatly with flight conditions, which is a non-steady and random process. Utilizing queuing theory to perform a smooth approximation time by time and calculate the number of service staff required in each period, may give an inaccurate result. To solve this problem, we first analyze the average service speed of a counter staff, while the arrival of customers that need to be served on each flight is predicted based on flight information. Then, GI/G/m queuing theory model is adopted to calculate the number of service staff required in each time period as an approximate initial solution for human resource allocation. Furthermore, a simulation model is built to optimize the number of service staff required in each time period at a counter. Finally, the simulation optimization results are compared with the approximate solutions, and the reasons for their differences are analyzed, providing a decision-making basis for the staffing and scheduling of an international settlement counter.

Key words: International settlement counter, manpower requirement, queuing theory, simulation, airport ground staff

CLC Number:

F562.6

ZHOU Junyi, MAO Ning, CHEN Qingxin, HU Changwei, CHENG Yu, YU Longshui. Optimization of Human Resources at International Settlement Counters in Airports[J]. Industrial Engineering Journal, 2023, 26(2): 176-184.

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