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Track: Transportation, Logistics Planning
Jim McKinney
Esri
380 New York Street
Redlands, CA 92373
Telephone: 909-793-2853
Fax:
E-mail: jmckinney@Esri.com
The Functional Components of a Service Technician Routing System
In the ever increasing and highly competitive home service industry, computer aided routing systems to maximize service technician fleet resources are becoming more commonplace. These systems can increase the number of service calls visited in a day per route, adhering to customer time windows while also decreasing miles driven. Computer aided routing systems are able to meet and/or exceed efficiencies of human routers and provide a solution in less time. Low-level business objects specific to separate service technician providers will most likely vary. However, several functional components of a service technician routing system implemented within a GIS will be applicable to most service technician providers for a routing solution. Functional components to be discussed are customer attributes (e.g., what to service, when to service), street data, geocoding, preassignment of customer call(s) to service technicians, automated assignment (i.e., call clustering), sequencing calls on a single route,
swapping calls between routes, graphic and textual route review and reporting, route editing, and altering a completed routing solution.
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