An Approximate Model For Field Service Territory Planning

Arthur V. Hill, Salvatore T. March, Christopher J. Nachtsheim, Murali S. Shanker

Research output: Contribution to journalArticlepeer-review

11 Scopus citations

Abstract

Field service managers are often faced with the problem of balancing the number of technicians, territory size, and field service quality. This paper presents an approximate state-dependent queuing model that can help field service managers make these tradeoffs. Simulation experiments over a variety of field service environments demonstrate that this model is quite accurate for predicting mean travel time and mean response time. The approximate queuing model has been imbedded in a decision support system and implemented by a Fortune 100 company. Management found the decision support system very useful in making important field service decisions.

Original languageEnglish (US)
Pages (from-to)2-10
Number of pages9
JournalIIE Transactions (Institute of Industrial Engineers)
Volume24
Issue number1
DOIs
StatePublished - Mar 1992

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