Abstract
The problem of routing and scheduling of technicians is a problem that technical assistance and maintenance companies face nowadays, market competitiveness requires quick response, service diversification, and customer satisfaction. The relationship between competitiveness and profitability of companies involves the effective management of their resources. The work developed addresses a real problem of a major Portuguese company providing technical assistance to the home, a varied set of services (need for specific skills and execution times) must be scheduled for a set of technicians with heterogeneous skills and geographical locations (start and end of the route) based on their different places of residence. The results show a considerable increase in the efficiency levels of the solution obtained when compared to the company’s current solution and reveals that the lack of homogeneity of skills among technicians and the variation in service flows are factors that should be considered in the operational management of resources and the contracting of work, and that the increase in working hours can also contribute to improving the efficiency of the process.
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Nunes, C., Lopes, M.P. (2023). Technician Routing and Scheduling Problem: A Case Study. In: de Oliveira Matias, J.C., Oliveira Pimentel, C.M., Gonçalves dos Reis, J.C., Costa Martins das Dores, J.M., Santos, G. (eds) Quality Innovation and Sustainability. ICQUIS 2022. Springer Proceedings in Business and Economics. Springer, Cham. https://doi.org/10.1007/978-3-031-12914-8_30
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DOI: https://doi.org/10.1007/978-3-031-12914-8_30
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