A framework for developing intelligent real-time scheduling systems

The authors describe the adaptation of a hierarchical management‐control framework to the design of intelligent real‐time scheduling systems. Originally developed for the analysis of organizations where dynamics are governed solely by the reactions of human decision makers, the control framework provides insights concerning design requirements for decision systems that react in human‐like fashion within narrow domains of expertise. The framework emphasizes the dynamic balance of autonomy and decentralization required to achieve planned goals within a hierarchical organization. Applying this framework, design specifications for knowledge‐based scheduling systems are developed, which are responsive to organizational dynamics as required for schedule control and replanning. An illustration is given that addresses kitchen scheduling in full‐service restaurants. © 2006 Wiley Periodicals, Inc. Hum Factors Man 16: 385–408, 2006.