Real-time schedule adjustment decisions: A case study

This case study deals with the real-time work schedule adjustment decision and investigates the association of managerial experience, workforce mix, and information accuracy with managers' adjustment decisions. We designed an experiment that involved service managers from a McDonald's franchise. The study found that junior managers' decisions were as effective as those of senior managers, and managers of a store with a higher proportion of part-time staff could make slightly higher profits, particularly when capacity shortages occurred. Finally, to achieve the majority of the benefits from schedule adjustments, it is sufficient to search for information that correctly identifies the direction of demand changes.