Simulation-Based Optimization Tool for Field Service Planning

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.