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Utilizing local brick-and-mortar stores for same-day order fulfillment is becoming prominent in omni-channel retailing. Efficient in-store order picking is critical to providing timely value-added omni-channel delivery services. Despite numerous studies on order picking in traditional logistics warehouses and distribution centers, there is scant research focusing on in-store order fulfillment with the multi-skilled workforce in omni-channel retail stores. We studied the integrated Order Picking and Heterogeneous Picker Scheduling Problem (OPPSP-Het) in omni-channel retail stores. We characterized the OPPSP-Het in a mixed-integer linear optimization model with the objective of the minimization of total tardiness of all customer orders. A hybrid heuristic combining the genetic algorithm and variable neighborhood descent was designed to obtain effective solutions. Extensive experiments were conducted to validate the performance of the proposed approach relative to existing algorithms in recent literature. We further numerically showed the effects of order size and heterogeneous workforce on order fulfillment performance. We lastly emphasized the importance of workforce flexibility as a cost-effective approach to improving in-store order fulfillment performance.

Integrated Order Picking and Multi-Skilled Picker Scheduling in Omni-Channel Retail Stores