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Article

Planning and control for a warranty service facility

Published: 04 December 2005 Publication History

Abstract

A warranty service facility for industrial products that also provides internal support by reworking production defects is considered. An important concern is the evaluation of policies for how technicians with flexible skills should be moved between the service facility and adjacent production facility. Relevant measures include warranty cycle times and the overall technician utilization levels. An approach is developed that allows incoming warranty work loads to be monitored using control charts. Workload information is then used in simulating behavior using different "flexing" policies. As well, warranty cycle times are monitored using control charts. Results indicate the approach is of practical interest and can be effectively implemented.

References

[1]
Kelton, W. D., R. P. Sadowski and D. A. Sadowski. 2002. Simulation with Arena, 2nd Edition, Boston: McGraw-Hill Companies, Inc.
[2]
Minitab release 13 user's guide. 2002. State College, PA: Minitab Inc.
[3]
Montgomery, D.C. 2005. Introduction to statistical quality control, New York: John Wiley & Sons, Inc.
  1. Planning and control for a warranty service facility

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    cover image ACM Conferences
    WSC '05: Proceedings of the 37th conference on Winter simulation
    December 2005
    2769 pages
    ISBN:0780395190

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    Winter Simulation Conference

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    Published: 04 December 2005

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    WSC '05 Paper Acceptance Rate 209 of 316 submissions, 66%;
    Overall Acceptance Rate 3,413 of 5,075 submissions, 67%

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