Abstract: This paper studies the disruption management problem of multi skilled maintenance worker scheduling system and builds a disruption management model of customer demand change which aims to minimize the disruption effects on the original schedule. The model uses prospect theory to measure the disruption of three stakeholders which are customers, managers and multi skilled maintenance workers. Meanwhile it takes into account the constraints that the matching of the skills required by the task and the skills mastered by the multi skilled worker, as well as the constraint of the service time. The genetic algorithm is used to solve the model, and the effectiveness of the disruption management model is verified.

Key words: disruption management, multi skilled worker scheduling, prospect theory

摘要： 针对多技能维修工人调度系统的干扰管理问题，以最小化干扰对原调度计划的影响为目标建立了客户需求变化的干扰管理模型。利用前景理论度量多技能工维修调度系统中的三个利益主体客户、服务中心管理人员和多技能维修工人的干扰，同时考虑到多技能工掌握的技能与任务需要的技能的匹配的约束，以及服务时间的约束。利用遗传算法对模型进行求解，验证了干扰管理模型的有效性。

关键词: 干扰管理, 多技能工调度, 前景理论