An Approximate Model For Field Service Territory Planning

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

doi:10.1080/07408179208964194

An Approximate Model For Field Service Territory Planning

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

Supply Chain and Operations

Research output: Contribution to journal › Article › peer-review

12 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 language	English (US)
Pages (from-to)	2-10
Number of pages	9
Journal	IIE Transactions (Institute of Industrial Engineers)
Volume	24
Issue number	1
DOIs	https://doi.org/10.1080/07408179208964194
State	Published - Mar 1992

Bibliographical note

Funding Information:
This research was supported in part by grants from the University of Minnesota Operations Management Center and the IBM Corporation.

Copyright:
Copyright 2015 Elsevier B.V., All rights reserved.

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10.1080/07408179208964194

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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.",

author = "Hill, {Arthur V.} and March, {Salvatore T.} and Nachtsheim, {Christopher J.} and Shanker, {Murali S.}",

note = "Funding Information: This research was supported in part by grants from the University of Minnesota Operations Management Center and the IBM Corporation. Copyright: Copyright 2015 Elsevier B.V., All rights reserved.",

year = "1992",

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AU - Shanker, Murali S.

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AB - 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.

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An Approximate Model For Field Service Territory Planning

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