Cross-training policies in field services

To evaluate the outcomes of deploying technicians dedicated to preventive maintenance, instead of fully cross-trained technicians, this simulation study assesses field service operations of a company selling maintenance services. Comprehensive service contracts render the maintenance demand experien...

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Bibliographic Details
Published in:International journal of production economics 2012-07, Vol.138 (1), p.76-88
Main Authors: Colen, P.J., Lambrecht, M.R.
Format: Article
Language:English
Subjects:
Contracts
Cross-training
Demand
Field service
Maintenance
Marketing
Operations research
Optimization
Policies
Preventive maintenance
Repair & maintenance services
Service contracts
Simulation
Studies
Training
Workload
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Summary:To evaluate the outcomes of deploying technicians dedicated to preventive maintenance, instead of fully cross-trained technicians, this simulation study assesses field service operations of a company selling maintenance services. Comprehensive service contracts render the maintenance demand experienced by the field service organization dependent on the cross-training decision. The optimal cross-training policy and the factors that influence this policy are determined, taking into account the effect on the demand for maintenance. Evidence shows that full cross-training might be especially beneficial in a field service setting. In many of the tested scenarios, full cross-training is optimal or the optimal fraction of the workforce being dedicated is low. The results reveal that, in general, a higher workload, more reliable machines, a higher maintenance frequency, and a higher contract coverage increase the benefits of deploying dedicated technicians.
ISSN:0925-5273
1873-7579
DOI:10.1016/j.ijpe.2012.03.003