Optimal Scheduling for a Service Technician Workforce with Time-varying Work Volume and Technician Availability
American Journal of Engineering and Technology Management
Volume 2, Issue 6, December 2017, Pages: 77-82
Received: May 30, 2017;
Accepted: Jul. 5, 2017;
Published: Nov. 7, 2017
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Dennis Charles Dietz, Analytics and Forecasting, CenturyLink, Inc., Boulder, USA
A practical scheduling method is developed and implemented to determine the optimal allocation of technicians to candidate tour types and start times in a field service environment. Historical data is aggregated to determine a weekly work volume distribution and technician availability profile. These and other quantitative factors populate a mixed integer programming model for determining the distribution of technician tours that will minimize queueing delay in completing service, subject to side constraints on tour type quantities. The approach has been successfully implemented to schedule installation and maintenance technicians at a major telecommunication service provider and could easily be adapted to other operational contexts.
Dennis Charles Dietz,
Optimal Scheduling for a Service Technician Workforce with Time-varying Work Volume and Technician Availability, American Journal of Engineering and Technology Management.
Vol. 2, No. 6,
2017, pp. 77-82.
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