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SIMULATION-BASED OPTIMIZATION TOOL FOR FIELD SERVICE PLANNING

Authors: 

Gabriel Gonzalez-Castane, Helmut Simonis, Ken Brown, Yiqing Lin, Cemalettin Ozturk, Michele Garraffa, Mark Antunes

Publication Type: 
Refereed Conference Meeting Proceeding
Abstract: 
Many companies that deliver units to customer premises need to provide periodical maintenance and services on request by their field service technicians. A common challenge is to evaluate different design choices, related to staffing decisions, technician scheduling strategies, and technological improvements in order to make the system more efficient. This work provides a simulation-based optimization tool to support decision makers in tackling this challenging problem. The proposed framework relies on an optimization engine for the generation of the daily plans. A simulation component is used to evaluate the applicability of such plans by taking into account the stochastic factors. Furthermore, an interface manages the communication between these two components and allows a feedback loop between the simulator and the optimizer to achieve more robust plans. The applicability of the framework is demonstrated through a business case to evaluate different staffing decisions.
Conference Name: 
Winter Simulation Conference
Proceedings: 
Proceedings of the 2019 Winter Simulation Conference N. Mustafee, K.-H.G. Bae, S. Lazarova-Molnar, M. Rabe, C. Szabo, P. Haas, and Y.J. Son, eds.
Digital Object Identifer (DOI): 
10.xxx
Publication Date: 
09/12/2019
Conference Location: 
United States of America
Institution: 
National University of Ireland, Cork (UCC)
Project Acknowledges: 
Open access repository: 
No