ASAP: The After Salesman Problem

The customer contacts taking place after a sales transaction and the services involved are of increasing importance in contemporary business models. The responsiveness to service requests is a key dimension in service quality and therefore an important succes factor in this business domain. This responsiveness is of course highly dependent on the operational scheduling or dispatching decisions made in the often dynamic service settings. We consider the problem of optimizing responsiveness to service requests arriving in real time. We consider three models and formulations and present computational results on exact solution methods. The research is based on practical practical work done with the largest service organization in The Netherlands.