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is the application of processes and tools that embrace all functions for improving the efficiency, productivity and, eventually, the profitability of service organizations. In this regard, profitability of a service organization is measured by the revenue generated from service demand (in the form of
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service work orders being carried out), and by the costs due to activity of the enterprise's human resources (who provide the service). Service chains consider the full life-cycle of service demand from early stages of forecasting, through planning, scheduling, dispatch, execution and post-analysis.
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in 1996. ClickSoftware received a patent, US 6.985.872 B2, for continuous planning and scheduling (service chain optimization). The term refers to field service management optimization, workforce productivity, improving
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calculating the estimated future demand for service tasks based on the given historic demand levels (per different business units, geographies and for different time domains);
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assigning one or more human resources to fulfil each actual service task in an optimized manner based on the capability of each available service person;
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receiving updates to the required manning levels of human resources based on the former planning step;
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analyzing the performance of said service tasks and the actual performance levels of human resources;
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periodically carrying out optimization of previous assignments that have not yet been performed;
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The cycle is completed by feeding the result of analysis back into the forecasting module.
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uploading the forecasted future demand for service tasks from the former forecasting step;
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allocating human resources for covering the estimated future demand for service tasks;
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Most commonly, a service chain optimization system is made up of the following units:
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The Field
Service Scheduling & Routing Optimization Solution Selection Report
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Service Chain
Management: Technology Innovation for the Service Business”, 2008,
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in the domain of manufacturing. In this regard, the service chain benefits from
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periodically carrying out optimization procedure of said plan allocations;
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collecting and periodically analyzing past demand for service tasks;
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Service chain optimization is closely related to the fields of
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systems and optimized by supply chain optimization systems).
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The term "service chain optimization" was coined by
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