Robust Optimization Model Solving an Annual Multiskilled Staffing Problem for Retail Industry

This paper evaluates the potential benefits of flexibility strategy proposed by Porto et al. (2022) but considering uncertainty on the staff demands. For this, a reformulation of the original optimization model is presented, considering a robust optimization approach. Based on a case study of a Chilean retail store, the results show multiskilling benefits in those cost structures where overstaffing cost and understaffing cost dominated in equal proportion. In such cases, the use of multiskilled employees allows a cost-effective operation of the retail store. Finally, new directions for future research are proposed.