A field service support system using a queueing network model and the priority MVA algorithm

Hrissoleon T. Papadopoulos

Research output: Contribution to journalArticlepeer-review

24 Citations (Scopus)

Abstract

In many companies, the field service (FS) department plays an important role, contributing up to 40% to the company's total revenue. FS managers have to cope with conflicting objectives: (a) to maintain a high level of customer service and (b) to keep the spares inventory level as low as possible. Therefore, they need tools to analyse the impact of their decisions on customer service and inventory cost. Such a tool is presented in this paper. We have developed a closed queueing network model, similar to one due to Waller, incorporating priority classes of customers via the application of the priority mean value analysis (PMVA) algorithm, developed by Shalev-Oren et al. This model has been applied to the FS organization of the Greek subsidiary of a multinational computer company, and it has proved to be very efficient from the computational point of view, thus constituting a powerful tool for the FS managers.

Original languageEnglish
Pages (from-to)195-203
Number of pages9
JournalOmega
Volume24
Issue number2
DOIs
Publication statusPublished - Apr 1996

Keywords

  • Decision support systems
  • Field service
  • Performance evaluation
  • Queueing
  • Strategic planning

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Information Systems and Management

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