Abstract: Service outsourcing is one of the important approaches to adjust industrial structure in China. Data process, one of the basic business in service outsourcing, relies too much on the human resource. The company should arrange the staff efficiently to process and deliver orders in time. In consideration of the whole production process and the kinds of the staff skill, a twostep multi-level multiskill labor staffing and scheduling model is built. A practical example is solved by the proposed model. The result indicates the availability of the model, which can improve the vendors'capability in China and the significance of promoting development of the service outsourcing industry.

Key words: labor staffing and scheduling, linear programming, two-step model, multiskill

摘要： 服务外包是推进我国产业结构调整的重要方式。数据处理作为服务外包中基础业务之一,对人力依赖程度很高。企业只有合理有效安排员工生产才能及时处理并以低成本交付订单。文章以数据处理业务为研究背景,考虑订单加工整个流程和员工技能种类,建立两步多层复合技能人力调配分段模型。选取实地调研企业数据运用模型进行求解。结果表明了模型的有效性,对于有效提升企业接包能力,促进我国服务外包发展有重要意义。

关键词: 人力调配, 线性规划, 分段模型, 多技能