Hizmet lojistiğinde iş atama ve rotalama politikaları tasarımı

Yıl 2019, Cilt: 25 Sayı: 9, 1071 - 1079, 31.12.2019

Zehra Düzgit , Ayhan Özgür Toy , Simge Çoban Zeynep Alibaşoğlu Özlem Tok Özkeskin Mert Karakaya Yücel Bayrak

Öz

Bu çalışmada, ev aletleri endüstrisinde satış sonrası teknik servisin verimliliğini arttırmayı ele almaktayız. Verimlilik ölçütü, müşteri taleplerini karşılamak üzere harcanan toplam süredir. Böylece, amaç satış sonrası teknik hizmetlerinde harcanan toplam çalışma saatinin en küçüklenmesidir. Öncelikle, işlerin tamamlanmasındaki gecikmenin nedenlerini belirtmek üzere sistemi analiz ettik. Analiz bulgularımız neticesinde verimliliği arttırmak üzere iş atama ve iş sıralamaya odaklanmayı seçtik. Teknisyenleri işlere atayan ve her teknisyen için bir günde harcanan toplam zamanı en aza indirgeyecek şekilde rota belirleyen karışık bir tamsayı programlama modeli önerilmiştir. Bu model ile, iş sürelerinin beklenen değeri için problemi çözmekteyiz. Önerdiğimiz çözüm yöntemini gösterecek bir sayısal çalışma da sunmaktayız.

Anahtar Kelimeler

İş atama, İş rotalama/sıralama, Matematiksel modelleme, Karışık tamsayılı programlama

Design of job assignment and routing policies in service logistics

Öz

In this study, we consider to improve efficiency of an after-sales technical service in home appliances industry. The efficiency measure is the total time spent in a day to serve customer requests. Hence, the objective is to minimize total working hours spent in a day in the after-sales services. We first analyze the system to identify causes of delays in job completion. Upon findings of our analysis we choose to focus on job assignment and job sequencing to improve efficiency. We propose a mixed integer programming model for the assignment of technicians to jobs and sequencing of jobs for each technician to minimize total time spent in a day. Through this model we solve the problem with expected job durations. We present a numerical study to illustrate the proposed solution procedure.

Anahtar Kelimeler

Job assignment, Job routing/sequencing, Mathematical modelling, Mixed integer programming

Kaynakça

• Kovacs AA, Parragh SN, Doerner KF, Hartl RF. “Adaptive large neighborhood search for service technician routing and scheduling problems”. Journal of Scheduling, 15(5), 579-600, 2012.
• Binart S, Dejax P, Gendreau M, Semet F. “A 2-stage method for a field service routing problem with stochastic travel and service times”. Computers & Operations Research, 65, 64-75, 2016.
• Mathlouti I, Gendreau M, Potvin J. A Metaheuristic Based on Tabu Search for Solving a Technician Routing and Scheduling Problem. Interuniversity Research Centre on Enterprise Networks, Logistics and Transportation (CIRRELT), 2018a.
• Cordeau JF, Laporte G, Pasin F, Ropke S. “Scheduling technicians and tasks in a telecommunications company”. Journal of Scheduling, 13, 393-409, 2010.
• Chen X, Thomas BW, Hewitt M. “The technician routing problem with experience-based service times”. Omega, 61, 49-61, 2016.
• Damm RB, Resende MGC, Ronconi DP. “A biased random key genetic algorithm for the field technician scheduling problem”. Computers & Operations Research, 75, 49-63, 2016.
• Chen X, Thomas BW, Hewitt M. “Multi-period technician scheduling with experience-based service times and stochastic customers”. Computers and Operations Research, 82, 1-14, 2017.
• Mathlouthi I, Gendreau M, Potvin JY. “Mixed integer linear programming for a multi-attribute technician routing and scheduling problem”. INFOR: Information Systems and Operational Research, 56(1), 33-49, 2018b.
• Pillac V, Gu ́eret C, Medaglia AL. “A parallel matheuristic for the technician routing and scheduling problem”. Optimization Letters, 7, 1525- 1535, 2013.
• Xu J, Chiu SY. “Effective heuristic procedures for a field technician scheduling problem”. Journal of Heuristics,7, 495-509, 2001.
• Zamorano E, Stolletz R. “Branch-and-price Approaches for the Multiperiod Technician Routing and Scheduling Problem”. European Journal of Operational Research, 257(1), 55-68, 2017.
• Anoshkina Y, Meisel F. “Technician teaming and routing with service-, cost- and fairness objectives”. Computers & Industrial Engineering, 135, 868-880, 2019.
• Paraskevopoulos DC, Laporte G, Repoussis PP, Tarantilis CD. “Resource constrained routing and scheduling: Review and research prospects”. European Journal of Operational Research, 263, 737-754, 2017.