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Abstract(s)
A presente dissertação teve como propósito o desenvolvimento de uma solução para um problema real de uma empresa de prestação de serviços de assistência técnica ao domicílio com a necessidade de implementar uma ferramenta de otimização para apoio à decisão do operador que efetua o agendamento dinâmico de serviços ao domicílio. Este problema é designado na literatura por DTRSP (Dynamic Technician Routing and Scheduling Problem). O objetivo é, considerando as restrições do problema, elaborar um plano que aloque, de forma dinâmica, um conjunto de técnicos com valências heterogéneas a um conjunto de serviços a realizar através de um plano de rotas que minimize as distâncias percorridas. As restrições do problema são a heterogeneidade das valências entre os técnicos, heterogeneidade dos tempos de execução para cada tipologia de serviço e janelas temporais. A formulação matemática do problema foi baseada numa formulação STRSP e a sua resolução é efetuada através de uma heurística construtiva simples denominada de inserção de menor custo. O algoritmo foi implementado na plataforma Excel usando a linguagem de programação VBA, sendo a sua arquitetura demonstrada no presente relatório. Os resultados obtidos são analisados através da sua comparação com a solução atual fornecida pela empresa e revelam uma melhoria significativa da qualidade da solução, os ganhos em tempo de processo são também expressivos. Após vários testes verifica-se que o algoritmo desenvolvido é uma ferramenta essencial à qualidade e rapidez das decisões do gestor operacional.
The purpose of this dissertation was to develop a solution to a real problem of a company providing technical assistance services at home, with the need to implement an optimization tool to support the decision of the operator who performs the dynamic scheduling of services at home. This problem is referred to in the literature as DTRSP (Dynamic Technician Routing and Scheduling Problem). The objective is, considering the constraints of the problem, to develop a plan that dynamically allocates a set of technicians with heterogeneous skills to a set of services to be performed through a route plan that minimizes the distances covered. The problem’s restrictions are the heterogeneity of the valences among the technicians, the heterogeneity of execution times for each type of service and time windows. The mathematical formulation of the problem was based on a STRSP formulation, and its resolution is carried out through a simple constructive heuristic called least cost insertion. The algorithm was implemented on the Excel platform using the VBA programming language, and its architecture is demonstrated in this report. The results obtained are analyzed by comparing them with current solution provided by the company and reveal a significant improvement in the quality of the solution, process time gains are also significant. After several tests, it is verified that the developed algorithm is an essential tool for the quality and speed of the operational manager’s decisions.
The purpose of this dissertation was to develop a solution to a real problem of a company providing technical assistance services at home, with the need to implement an optimization tool to support the decision of the operator who performs the dynamic scheduling of services at home. This problem is referred to in the literature as DTRSP (Dynamic Technician Routing and Scheduling Problem). The objective is, considering the constraints of the problem, to develop a plan that dynamically allocates a set of technicians with heterogeneous skills to a set of services to be performed through a route plan that minimizes the distances covered. The problem’s restrictions are the heterogeneity of the valences among the technicians, the heterogeneity of execution times for each type of service and time windows. The mathematical formulation of the problem was based on a STRSP formulation, and its resolution is carried out through a simple constructive heuristic called least cost insertion. The algorithm was implemented on the Excel platform using the VBA programming language, and its architecture is demonstrated in this report. The results obtained are analyzed by comparing them with current solution provided by the company and reveal a significant improvement in the quality of the solution, process time gains are also significant. After several tests, it is verified that the developed algorithm is an essential tool for the quality and speed of the operational manager’s decisions.
Description
Keywords
Serviços Técnicos Agendamento Roteamento Sistema de Apoio à Decisão Heurísticas Scheduling Routing Technical Service Insertion Heuristics Problem Operational