A knowledge-based dispatching model for field service

Alternative technician dispatching is one of the most promising problems in the field service management. However, good dispatching practices heavily rely on human intelligence. Therefore, a decision supporting system with veteran dispatchers´ knowledge is needed. Exploiting the knowledge-based technology as well as a multi-objective analysis, this paper presents a design and its simulation model for field technician dispatching. Cores to the knowledge-based dispatching are decision tree representation models. A simulation model and test runs over a field service compatible environment demonstrate both the feasibility and potential effectiveness for applications. The decision tree model has the advantage of human-like reasoning procedures, which is important for technician dispatching knowledge documentation.