Beyaz eşya üreticisi firmanın yetkili servis teknisyenlerinin optimum seçimi

Field Service Management is a complex system composed of multiple interacting factors that must be coordinated to make the best use of limited resources. As a result, field service managers often face conflicting objectives, such as maintaining high-quality customer service while ensuring profitability. Thus, the aim of this thesis is to develop a mathematical optimization model that incorporates real-life factors to improve the efficiency and effectiveness of field service management. A mixed integer linear programming model is developed to assist field service operations based on key principles of field service management, with the goal of maximizing the profit under labor and sale restriction. Moreover, two alternative scenarios are developed to provide field service managers with a clear action plan under varying conditions. These scenarios consider dynamics such as increases in transaction volume and the introduction of new product to customers, and accordingly, the mathematical model presented in the first section is adapted to reflect these changes. The model determines the optimal number of installation and repair technicians assigned to each skill level to maximize profit, considering factors such as technician costs, complaint rates, and workforce capacity. According to the results, the model allocates the number of technicians at different skill levels for installation and repair separately. The results reveal that installation technicians contribute higher revenues, whereas repair technicians account for the majority of costs for complaint-related activities.