Abstract
The Indianapolis Water Company developed computer software to improve the productivity of its customer service operations. The software measures, routes, schedules, and maps customer field service activities. The software uses customer location, time of day, type of service, and time elements to develop routes that minimize driving distances for service workers. The software also evaluates a worker's job performance by measuring productivity and work quality. It generates daily, weekly, and monthly summary statistics for managers and supervisors. Under this program, worker productivity increased 100 percent and overall mileage dropped 40 percent.
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