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Performance Evaluation of Service Territories

Author

Listed:
  • Saligrama R. Agnihothri

    (State University of New York, Binghamton, New York)

  • Uday S. Karmarkar

    (University of Rochester, Rochester, New York)

Abstract

Field service support is important for certain products, such as computer systems and copiers, for which service performance has a significant impact on market share. In this paper, the problem of field service operations and its important characteristics are described. Models are developed to assist the field service manager in the evaluation of performance of a given service territory with heterogeneous machines scattered (typically, nonuniformly) over a region, repaired by a traveling serviceman. Given the probability distributions of machine uptimes and repair times, and travel times between machine locations, models are developed to approximate the overall travel time distribution. This is used in existing queueing models to determine the performance measures, such as mean downtime per machine and server utilization. The results of the models are tested by simulation and observed to provide good estimates for the measures of interest. These models are eventually intended to help in making decisions on territory design and staffing levels.

Suggested Citation

  • Saligrama R. Agnihothri & Uday S. Karmarkar, 1992. "Performance Evaluation of Service Territories," Operations Research, INFORMS, vol. 40(2), pages 355-366, April.
    • Handle: RePEc:inm:oropre:v:40:y:1992:i:2:p:355-366
    DOI: 10.1287/opre.40.2.355
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    Cited by:

    1. Pavel Trunin & Marina Kamenskikh & Margarita Muftiahetdinova, 2009. "Islamic Banking System: Present State and Prospects for Development," Research Paper Series, Gaidar Institute for Economic Policy, issue 122P.
    2. Murthy, D. N. P. & Djamaludin, I., 2002. "New product warranty: A literature review," International Journal of Production Economics, Elsevier, vol. 79(3), pages 231-260, October.
    3. S R Agnihothri & A K Mishra & D E Simmons, 2003. "Workforce cross-training decisions in field service systems with two job types," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 54(4), pages 410-418, April.
    4. Sleptchenko, Andrei & Al Hanbali, Ahmad & Zijm, Henk, 2018. "Joint planning of service engineers and spare parts," European Journal of Operational Research, Elsevier, vol. 271(1), pages 97-108.
    5. S. Rahimi-Ghahroodi & A. Al Hanbali & W. H. M. Zijm & J. K. W. Ommeren & A. Sleptchenko, 2017. "Integrated planning of spare parts and service engineers with partial backlogging," OR Spectrum: Quantitative Approaches in Management, Springer;Gesellschaft für Operations Research e.V., vol. 39(3), pages 711-748, July.

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