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Adequate staffing = increased moral, productivity, alertness

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Scheduling people to work late, or "graveyard", shift is a problem in almost every 24-hour company. An article in the Wall Street Journal titled "Scheduling workers who fall asleep on the job is not easy" describes night-shift dilemmas at an oil refinery and a police department. Scheduling is also a difficulty for airlines that fly long routes, such as El AL Airline's popular 11-hour nonstop Tel Aviv to New York flight.

1) Please select five American companies that require night shifts and discuss how each can deal with its staffing requirements.
2) What are the major issues in each that affect moral, productivity, alertness, and safety?

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Solution Summary

The purpose of this paper is to analyze 5 American companies that require night shifts. These 5 companies include: IBM, Dell, Microsoft, Time Warner Cable and Dish Network. The objective of this paper is to illustrate how these companies can deal with their staffing issues and how to adequately address major issues that scheduling can bring to moral, productivity, alertness and safety of their employees.

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In today's fast paced and competitive market, many companies are finding different ways of serving their customers in order to ensure their loyalty. Besides providing competitive pricing, new technology and fast and reliable service, much emphasis has been placed on customer service and technical support. To address these issues, many companies are turning their business operations from the traditional 9am - 5pm business hours of operations, into the 24/7.

The purpose of this paper is to analyze 5 American companies that require night shifts. These 5 companies include: IBM, Dell, Microsoft, Time Warner Cable and Dish Network. The objective of this paper is to illustrate how these companies can deal with their staffing issues and how to adequately address major issues that scheduling can bring to moral, productivity, alertness and safety of their employees.

All five of the analyzed companies: IBM, Dell, Microsoft, Time Warner Cable and Dish Network, have one thing in common; a Call Center (also known as Contact Center) that serves their clients 24/7. Such operational model ensures continues customer support, regardless of the customers' time zones. ...

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