Resource title

Dedication versus flexibility in field service operations

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Resource description

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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Resource language

en

Resource content type

application/pdf

Resource resource URL

http://flora.insead.edu/fichiersti_wp/inseadwp1998/98-23.pdf

Resource license

Copyright INSEAD. All rights reserved