Cross-training Decisions in Field Services with Three Job Types and Server–Job Mismatch

Authors: Agnihothri S.R.; Mishra A.K.

Source: Decision Sciences, Volume 35, Number 2, March 2004 , pp. 239-257(19)

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Abstract:

To be cost-effective, field service managers must balance the high cost of machine downtime with the high cost of cross-training technicians in multiple skills. We study a field service system with three job types requiring three different skills. Each server has a primary skill, the cost of which is considered sunk, and up to two secondary skills, which is a managerial decision. We model two important characteristics that distinguish field services: server–job mismatch and the ratio of travel time to service time. We use a queueing framework and simulation to study three cross-training decisions: the number of servers cross-trained in secondary skills, the number of secondary skills each server should have, and the efficiency in each secondary skill. We find that complete cross-training is cost-effective in some field service situations. Typically, efficiency in secondary skills must be close to 100%, but when the probability of mismatch is high and the ratio of travel time to service time is high, efficiency in secondary skills must be less than 100%.

Keywords: Cross-Training; Field Services; Service Operations; Simulation; Workforce/Staff/Manpower Planning

Document Type: Research article

DOI: http://dx.doi.org/10.1111/j.00117315.2004.02642.x

Publication date: 2004-03-01