Production Inventory Technician Routing Problem: A Bi-objective Post-sales Application

In the last decades, after-sales management has become highly relevant, and it is considered an important source of profits and competitive advantage. Being able to provide prompt, high quality service, is now essential to guarantee customer satisfaction. We propose a real case inspired problem of post-sales maintenance services that integrates the production routing problem and the technician routing and scheduling problem. A deterministic model aiming at minimizing costs and customer dissatisfaction is proposed and it is solved using Benders decomposition. In order to evaluate how much the customer satisfaction level can be improved, a sensitivity analysis on the allowed cost is performed. Results show that with an average increase of 5.2% in the total costs, it is possible to achieve an average improvement of 97.5% on the customer satisfaction level.