Cross-training policies in field services

P.J. Colen and M.R. Lambrecht

International Journal of Production Economics, 2012, vol. 138, issue 1, 76-88

Abstract: To evaluate the outcomes of deploying technicians dedicated to preventive maintenance, instead of fully cross-trained technicians, this simulation study assesses field service operations of a company selling maintenance services. Comprehensive service contracts render the maintenance demand experienced by the field service organization dependent on the cross-training decision. The optimal cross-training policy and the factors that influence this policy are determined, taking into account the effect on the demand for maintenance. Evidence shows that full cross-training might be especially beneficial in a field service setting. In many of the tested scenarios, full cross-training is optimal or the optimal fraction of the workforce being dedicated is low. The results reveal that, in general, a higher workload, more reliable machines, a higher maintenance frequency, and a higher contract coverage increase the benefits of deploying dedicated technicians.

Keywords: Simulation; Cross-training; Field service; Maintenance; Service contracts (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:proeco:v:138:y:2012:i:1:p:76-88

DOI: 10.1016/j.ijpe.2012.03.003

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