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Dedication versus flexibility in field service operations

Author: Karaesmen, F. ; Van der Duyn Schouten, F. ; Van Wassenhove, Luk N.INSEAD Area: Technology and Operations Management Series: Working Paper ; 98/23/TM/CIMSO3 Publisher: Fontainebleau : INSEAD Center for Integrated Manufacturing and Service Operations (CIMSO) 1998.Language: EnglishDescription: 31 p.Type of document: INSEAD Working Paper Online Access: Click here Abstract: Field service is gaining importance as after sales service is starting to be recognized as a major source of revenue. This motivates planning problems for companies that employ mobile technicians who provide service on clients' sites. In this paper, we provide models that enable the analysis of various trade-offs between service levels and operational costs under the dedicated service structure. We also investigate the tradeoffs between strict dedicated service and more flexible structures to understand the settings for which strict dedication is appropriate
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Field service is gaining importance as after sales service is starting to be recognized as a major source of revenue. This motivates planning problems for companies that employ mobile technicians who provide service on clients' sites. In this paper, we provide models that enable the analysis of various trade-offs between service levels and operational costs under the dedicated service structure. We also investigate the tradeoffs between strict dedicated service and more flexible structures to understand the settings for which strict dedication is appropriate

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