Case Article—Workforce Scheduling for Airport Immigration on the Island of Tropical Paradise

This case study focuses on modeling and analyzing the practices concerning the staffing of the immigration agency at the Island of Tropical Paradise International Airport, which is responsible for processing arriving passengers into the country. Students are challenged to model the status quo of immigration employee scheduling and analyze various high-level policy changes to determine the reduction in staffing requirements while also being concerned with the wait time of passengers in the queue at immigration. The case has been used in an introductory operations research (OR) course in an engineering curriculum as a term project and was created based on a client of a major consulting organization. The main teaching objective of the case is to have students demonstrate an understanding of how to use OR models and analysis to impact practice. To this end, the case moves the students from standard classroom or textbook examples to an open-ended problem where there is not a single correct model or analysis to tackle it.