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 | |
| 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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