Research On Home Care Scheduling And Routing Problem Considering Customer Preference And Task Level

China’s elderly population is increasing year by year,and the demand for elderly care is growing.Meanwhile,the number of empty-nester families in China will continue to increase,and children will spend less time with their parents.Therefore,the Chinese government has established a home-based pension service model.However,the medical resources of home care service industry in China are in short supply.Its health care costs are rising.The number of professional care workers and the effective supply are also insufficient to meet the pension needs of more elderly people.It is urgent to deeply discuss the home care scheduling and routing problem(HCSRP)to help the nursing center reasonably schedule nursing workers and plan their routes,improve the service efficiency of nursing workers,reduce the service cost of nursing workers and maximize the satisfaction of the elderly by providing personalized services.When customers make an appointment with the nursing center according to their own preferences and get professional and personalized services from the nursing workers,customer’ satisfaction increases.This thesis analyzed the impact of customer preferences on the language and gender of nursing workers on the scheduling of nursing workers and the planning of nursing workers’ route.Establishing HCSRP model considering customer preferences,the thesis designed an improved ant colony algorithm to solve model.The effectiveness and feasibility of algorithm were verified by the case.Also,the thesis analyzed the influence of customer preference penalty cost coefficient and customer number on the solution result of the model.In addition,there are differences in the level of various kinds of elderly care services.Senior nurses can complete high or low level customer tasks,while ordinary nurses can only complete low level customer tasks.The stability of the health status of the elderly is poor,so the customer task level is prone to change.Ordinary nurses cannot complete the customer task from low grade to high grade.This thesis studied HCSRP under the change of customer task level,which made the research more close to the service scheduling and route planning of the pension center in reality.Interference management strategy and two-stage algorithm were designed to solve HCSRP under the change of customer task level.Through the case,it was verified that the interference management strategy could make the update service plan less interference to the initial service plan than the rescheduling strategy.The influence of customer time window width on model results was also analysed.To sum up,in order to improve the service efficiency of nursing workers,reduce the service cost of nursing workers,and increase customer satisfaction,this thesis studied the HCSRP considering customer preference and task level,designed an improved ant colony algorithm and two-stage algorithm to solve the HCSRP considering customer preference and the HCSRP under the change of customer task level.The validity and feasibility of the model and algorithm were verified by cases.The influence of the customer preference penalty cost coefficient,the number of customers and the width of the time window on the model results were also analyzed.It was expected to provide reference for pension centers to set the penalty cost coefficient of deviating from customer preference and the width of customer time window.