A three-stage field service management model for effective post-sales service supply chain management
Stephen C. Shih · International Journal of Manufacturing Technology and Management · 2007
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.