Volume 2, Issue 6, December 2017, Page: 77-82
Optimal Scheduling for a Service Technician Workforce with Time-varying Work Volume and Technician Availability
Dennis Charles Dietz, Analytics and Forecasting, CenturyLink, Inc., Boulder, USA
Received: May 30, 2017;       Accepted: Jul. 5, 2017;       Published: Nov. 7, 2017
DOI: 10.11648/j.ajetm.20170206.11      View  1864      Downloads  88
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.
Scheduling, Mixed Integer Linear Programming, Operations Management
To cite this article
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. doi: 10.11648/j.ajetm.20170206.11
Copyright © 2017 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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