Experimental Evaluation of Distributed System Configurations
MASCOTS '93 Proceedings of the International Workshop on Modeling, Analysis, and Simulation On Computer and Telecommunication Systems
Solving Employee Timetabling Problems by Generalized Local Search
AI*IA '99 Proceedings of the 6th Congress of the Italian Association for Artificial Intelligence on Advances in Artificial Intelligence
Modelling and Solving Employee Timetabling Problems
Annals of Mathematics and Artificial Intelligence
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When a major appliance or office machine breaks down, the vendor usually sends a field service technician to do the repairs. This sounds simple enough, but when the company has hundreds of field personnel covering a large area, and thousands of incoming calls each day, coordinating assignments and scheduling service workers can be a logistical nightmare. When a call comes into a traditional automated field service network, the person taking the call creates a call order in a database application called a service management system, or SMS. The author discusses the 3M Sage Decision Optimizer that works at the back end of an existing system for dispatching field service technicians. The embedded component combines optimization and constrained heuristic search to schedule resources better than in either manual or existing automated methods.