University of Twente Student Theses


Improving the Service Process using Simulated Annealing at Company X

Bettonvil, L.M. (2024) Improving the Service Process using Simulated Annealing at Company X.

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Abstract:This research concerns Company X, a landscaping equipment retailer and servicer based in Location Y. It aims to develop a service scheduling method through an in-depth analysis. The method is developed by contextualising the current situation and studying relevant theories. These theories are used to create a schedule optimization model during the solution design phase. The model is then tested and evaluated to provide Company X with recommendations and further research suggestions. The literature review revealed that a Simulated Annealing (SA) metaheuristic approach was effective in similar cases to Company X. This SA metaheuristic is combined with the current scheduling (FCFS) approach and the Shortest Processing Time (SPT) and Longest Processing Time (LPT) heuristics. The best input settings for the SA metaheuristic were chosen during the evaluation by conducting an experiment for each setting. Comparing FCFS, SPT, and LPT showed that the SPT performed 2.72% worse in total makespan, and the LPT performed 1.20% better compared to the FCFS heuristic. Comparing each of the constructive heuristics combined with the SA metaheuristic to the current FCFS heuristics showed that the FCFS + SA, SPT + SA, and LPT + SA heuristics performed 8.33%, 5.39%, and 5.89% better with regard to the total makespan, respectively. This research is significant in exploring the possibilities of heuristic improvement in the service industry. Although heuristics are well-researched in other sectors, little research has been conducted on their use in the servicing sector. Therefore, this research explores the possibilities of heuristic improvement.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:30 exact sciences in general, 50 technical science in general, 85 business administration, organizational science
Programme:Industrial Engineering and Management BSc (56994)
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