Service chain optimization

Service Chain Optimization is the application of processes and tools that embrace all functions for improving the efficiency, productivity and, eventually, the profitability of service organizations. In this regard, profitability of a service organization is measured by the revenue generated from service demand (in the form of service work orders being carried out), and by the costs due to activity of the enterprise's human resources (who provide the service). Service chains consider the full life-cycle of service demand from early stages of forecasting, through planning, scheduling, dispatch, execution and post-analysis.

The Modules of Service Chain Optimization Systems

A Service Chain Optimization system is comprised of the following modules:

1. a long-term forecasting module used for:
   1. receiving entries of historic demand for service tasks;
   2. calculating estimated future demand for service tasks to be fulfilled in each specific region within future periods, based on said manual entries and analysis of past demand for service;
   3. periodically performing an optimization procedure in order to update said calculated demand for tasks;
2. a mid-term planning module used for:
   1. receiving entries of actual future service tasks already allocated;
   2. receiving estimated demand for future service tasks in each region based on analysis of past demand for service;
   3. allocating one or more service-men to fulfill each of actual service task, and further allocating personnel in each specific region for supporting said estimated demand for tasks;
   4. periodically carrying out optimization procedure of said plan allocations of service-men for service tasks;
3. a short-term scheduling module used for:
   1. receiving entries of actual service tasks;
   2. assigning one or more service-men to fulfill each actual service task in an optimized manner based on the capability of each available service man;
   3. periodically carrying out optimization of previous assignments that have not yet been performed;
4. an analysis module for collecting and periodically analyzing past demand for service tasks, performance of said service tasks, and the actual capability of each service-man or the aggregate capability of available service-men; the module is also used for updating said mid-term and long-term modules with analysis of past demand for service for the purpose of optimizing the assignments, and for calculating discrepancies in assignments;
5. a coordination module iteratively calculates and propagates information relating to the effects of updates in task assignments from said long-term module to said mid-term module, and from said mid-term module to said short-term module and vice versa.

See also

• Customer service
• Service (economics)
• Service economy
• Field Service Management
• Workforce management
• Strategic Service Management

External Links

• AberdeenGroup The Field Service Scheduling & Routing Optimization Solution Selection Report