A multi-level rescheduling approach for a dynamic remote operations scheduling problem

In this paper, we tackle a dynamic scheduling problem faced by a large international company. The problem involves assigning installation projects arriving over time to specialized technicians who execute them remotely. Each project consists of several tasks having processing times, release dates, and execution deadlines. The company needs to assign projects to technicians and schedule tasks complying with technicians' skills, precedence constraints between tasks, and tasks requiring multiple technicians simultaneously. The problem is dynamic as new projects and tasks become available over time, requiring their allocation to technicians. We formulate the offline problem as a mixed integer linear program that minimizes the makespan, and we address the dynamic version solving restricted problems within a rolling horizon framework. The approach systematically implements different levels of schedule adjustment to incorporate new information. To study scalability, we validate our algorithm by using both real-world and synthetic simulations demonstrating its efficiency and effectiveness. Additionally, we provide interesting managerial insights for the company.