Cross-training policies in field services

Abstract

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.