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Stochastic Dynamic Multi-period Technician Routing with Rework

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  • Jonas Stein

    (Otto-von-Guericke-Universität Magdeburg)

Abstract

Home services play an important role for businesses operating in the sector of repair and maintenance. Technicians are sent to customers’ homes to complete on-site repair tasks. In this paper, we assume that workforces are heterogeneously qualified and that tasks require different skill levels. Unlike other works in this field, we explicitly account for potential service failures due to a lack of technician skill. Tasks of higher complexity may remain unresolved, requiring revisits and rework. This consequently incurs additional resource investment and service delays. In line with our objective to minimize overall customer delay, we address the trade-off between routing efficiency, on-time services, and risk of rework. To this end, we present a cost-function approximation balancing the three components in the daily assignment and routing decisions. For various indicators (e.g., service delay, resource investment, rework), the results of a numerical study demonstrate that our solution policy outperforms benchmark policies that emphasize isolated streams.

Suggested Citation

  • Jonas Stein, 2025. "Stochastic Dynamic Multi-period Technician Routing with Rework," Lecture Notes in Operations Research,, Springer.
    • Handle: RePEc:spr:lnopch:978-3-031-92575-7_5
    DOI: 10.1007/978-3-031-92575-7_5
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