Title: A three-stage field service management model for effective post-sales service supply chain management

Authors: Stephen C. Shih

Addresses: School of Information Systems and Applied Technologies, College of Applied Sciences and Arts, Southern Illinois University, Carbondale, IL 62901-6614, USA

Abstract: Addressing the dynamic and unique characteristics of post-sales field service management, this paper proposes a Three-Stage Field Service Management (3S-FSM) model with optimisation and advanced information technology capabilities for effective post-sales e-service supply chain management. The 3S-FSM model involves a novel approach to creating a new paradigm of supply chain management focusing on implementing integrated Condition-Based Maintenance (CBM) and intelligent field service scheduling solutions in three areas: (1) prognostic CBM capabilities enabled by data mining, (2) prescheduling service territory and field service planning by mathematical programming and service job clustering techniques and (3) multi-criteria field service scheduling and post-scheduling systems learning using fuzzy logic.

Keywords: service SCM; supply chain management; condition-based maintenance; CBM; service territory planning; field service scheduling; data mining; fuzzy logic; optimisation; value chain management; modelling; post-sales field service; field service management; information technology; e-service.

DOI: 10.1504/IJMTM.2007.013759

International Journal of Manufacturing Technology and Management, 2007 Vol.12 No.4, pp.384 - 404

Published online: 25 May 2007 *

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