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...

Full description

Saved in:
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
Citations: Items that this one cites
Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
cited_by cdi_FETCH-LOGICAL-c469t-320618c6325e3d5b645922cf46ad3e4a7ae26c7caa661e0fcca7c11e5ec672373
cites cdi_FETCH-LOGICAL-c469t-320618c6325e3d5b645922cf46ad3e4a7ae26c7caa661e0fcca7c11e5ec672373
container_end_page 88
container_issue 1
container_start_page 76
container_title International journal of production economics
container_volume 138
creator Colen, P.J.
Lambrecht, M.R.
description 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.
doi_str_mv 10.1016/j.ijpe.2012.03.003
format article
fullrecord <record><control><sourceid>proquest_cross</sourceid><recordid>TN_cdi_proquest_miscellaneous_1022901614</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><els_id>S0925527312000990</els_id><sourcerecordid>1022901614</sourcerecordid><originalsourceid>FETCH-LOGICAL-c469t-320618c6325e3d5b645922cf46ad3e4a7ae26c7caa661e0fcca7c11e5ec672373</originalsourceid><addsrcrecordid>eNp9kE1LxDAURYMoOI7-AVcFN7pofUnapAU3MvgFA250HeLrq6R02pq0A_57U8aVC1dvc-7l3cPYJYeMA1e3bebakTIBXGQgMwB5xFa81DLVha6O2QoqUaSF0PKUnYXQAoDmZbliNxs_hJBO3rre9Z_JOHQOHYXE9UnjqKuTQH7vkMI5O2lsF-ji967Z--PD2-Y53b4-vWzutynmqppSKUDxEpUUBcm6-FB5UQmBTa5sLSm32pJQqNFapThBg2g1ck4FodJCarlm14fe0Q9fM4XJ7FxA6jrb0zAHw0GIKm7meUSv_qDtMPs-fhcpLksOUi2F4kDhMtVTY0bvdtZ_R2jhlGnNYs8s9gxIE-3F0N0hRHHq3pE3IWrpkWrnCSdTD-6_-A-zBnZk</addsrcrecordid><sourcetype>Aggregation Database</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype><pqid>1013810367</pqid></control><display><type>article</type><title>Cross-training policies in field services</title><source>Elsevier</source><creator>Colen, P.J. ; Lambrecht, M.R.</creator><creatorcontrib>Colen, P.J. ; Lambrecht, M.R.</creatorcontrib><description>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.</description><identifier>ISSN: 0925-5273</identifier><identifier>EISSN: 1873-7579</identifier><identifier>DOI: 10.1016/j.ijpe.2012.03.003</identifier><identifier>CODEN: IJPCEY</identifier><language>eng</language><publisher>Amsterdam: Elsevier B.V</publisher><subject>Contracts ; Cross-training ; Demand ; Field service ; Maintenance ; Marketing ; Operations research ; Optimization ; Policies ; Preventive maintenance ; Repair &amp; maintenance services ; Service contracts ; Simulation ; Studies ; Training ; Workload</subject><ispartof>International journal of production economics, 2012-07, Vol.138 (1), p.76-88</ispartof><rights>2012 Elsevier B.V.</rights><rights>Copyright Elsevier Sequoia S.A. Jul 2012</rights><lds50>peer_reviewed</lds50><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c469t-320618c6325e3d5b645922cf46ad3e4a7ae26c7caa661e0fcca7c11e5ec672373</citedby><cites>FETCH-LOGICAL-c469t-320618c6325e3d5b645922cf46ad3e4a7ae26c7caa661e0fcca7c11e5ec672373</cites></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><link.rule.ids>314,780,784,27923,27924</link.rule.ids></links><search><creatorcontrib>Colen, P.J.</creatorcontrib><creatorcontrib>Lambrecht, M.R.</creatorcontrib><title>Cross-training policies in field services</title><title>International journal of production economics</title><description>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.</description><subject>Contracts</subject><subject>Cross-training</subject><subject>Demand</subject><subject>Field service</subject><subject>Maintenance</subject><subject>Marketing</subject><subject>Operations research</subject><subject>Optimization</subject><subject>Policies</subject><subject>Preventive maintenance</subject><subject>Repair &amp; maintenance services</subject><subject>Service contracts</subject><subject>Simulation</subject><subject>Studies</subject><subject>Training</subject><subject>Workload</subject><issn>0925-5273</issn><issn>1873-7579</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2012</creationdate><recordtype>article</recordtype><recordid>eNp9kE1LxDAURYMoOI7-AVcFN7pofUnapAU3MvgFA250HeLrq6R02pq0A_57U8aVC1dvc-7l3cPYJYeMA1e3bebakTIBXGQgMwB5xFa81DLVha6O2QoqUaSF0PKUnYXQAoDmZbliNxs_hJBO3rre9Z_JOHQOHYXE9UnjqKuTQH7vkMI5O2lsF-ji967Z--PD2-Y53b4-vWzutynmqppSKUDxEpUUBcm6-FB5UQmBTa5sLSm32pJQqNFapThBg2g1ck4FodJCarlm14fe0Q9fM4XJ7FxA6jrb0zAHw0GIKm7meUSv_qDtMPs-fhcpLksOUi2F4kDhMtVTY0bvdtZ_R2jhlGnNYs8s9gxIE-3F0N0hRHHq3pE3IWrpkWrnCSdTD-6_-A-zBnZk</recordid><startdate>20120701</startdate><enddate>20120701</enddate><creator>Colen, P.J.</creator><creator>Lambrecht, M.R.</creator><general>Elsevier B.V</general><general>Elsevier Sequoia S.A</general><scope>AAYXX</scope><scope>CITATION</scope><scope>7TA</scope><scope>7TB</scope><scope>8FD</scope><scope>FR3</scope><scope>JG9</scope><scope>KR7</scope></search><sort><creationdate>20120701</creationdate><title>Cross-training policies in field services</title><author>Colen, P.J. ; Lambrecht, M.R.</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c469t-320618c6325e3d5b645922cf46ad3e4a7ae26c7caa661e0fcca7c11e5ec672373</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2012</creationdate><topic>Contracts</topic><topic>Cross-training</topic><topic>Demand</topic><topic>Field service</topic><topic>Maintenance</topic><topic>Marketing</topic><topic>Operations research</topic><topic>Optimization</topic><topic>Policies</topic><topic>Preventive maintenance</topic><topic>Repair &amp; maintenance services</topic><topic>Service contracts</topic><topic>Simulation</topic><topic>Studies</topic><topic>Training</topic><topic>Workload</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Colen, P.J.</creatorcontrib><creatorcontrib>Lambrecht, M.R.</creatorcontrib><collection>CrossRef</collection><collection>Materials Business File</collection><collection>Mechanical &amp; Transportation Engineering Abstracts</collection><collection>Technology Research Database</collection><collection>Engineering Research Database</collection><collection>Materials Research Database</collection><collection>Civil Engineering Abstracts</collection><jtitle>International journal of production economics</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Colen, P.J.</au><au>Lambrecht, M.R.</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Cross-training policies in field services</atitle><jtitle>International journal of production economics</jtitle><date>2012-07-01</date><risdate>2012</risdate><volume>138</volume><issue>1</issue><spage>76</spage><epage>88</epage><pages>76-88</pages><issn>0925-5273</issn><eissn>1873-7579</eissn><coden>IJPCEY</coden><abstract>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.</abstract><cop>Amsterdam</cop><pub>Elsevier B.V</pub><doi>10.1016/j.ijpe.2012.03.003</doi><tpages>13</tpages><oa>free_for_read</oa></addata></record>
fulltext fulltext
identifier ISSN: 0925-5273
ispartof International journal of production economics, 2012-07, Vol.138 (1), p.76-88
issn 0925-5273
1873-7579
language eng
recordid cdi_proquest_miscellaneous_1022901614
source Elsevier
subjects Contracts
Cross-training
Demand
Field service
Maintenance
Marketing
Operations research
Optimization
Policies
Preventive maintenance
Repair & maintenance services
Service contracts
Simulation
Studies
Training
Workload
title Cross-training policies in field services
url http://sfxeu10.hosted.exlibrisgroup.com/loughborough?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2025-01-11T03%3A04%3A28IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-proquest_cross&rft_val_fmt=info:ofi/fmt:kev:mtx:journal&rft.genre=article&rft.atitle=Cross-training%20policies%20in%20field%20services&rft.jtitle=International%20journal%20of%20production%20economics&rft.au=Colen,%20P.J.&rft.date=2012-07-01&rft.volume=138&rft.issue=1&rft.spage=76&rft.epage=88&rft.pages=76-88&rft.issn=0925-5273&rft.eissn=1873-7579&rft.coden=IJPCEY&rft_id=info:doi/10.1016/j.ijpe.2012.03.003&rft_dat=%3Cproquest_cross%3E1022901614%3C/proquest_cross%3E%3Cgrp_id%3Ecdi_FETCH-LOGICAL-c469t-320618c6325e3d5b645922cf46ad3e4a7ae26c7caa661e0fcca7c11e5ec672373%3C/grp_id%3E%3Coa%3E%3C/oa%3E%3Curl%3E%3C/url%3E&rft_id=info:oai/&rft_pqid=1013810367&rft_id=info:pmid/&rfr_iscdi=true