Formulación y validación de heurísticas para optimizar el servicio al cliente en configuraciones flexibles en el departamento del Tolima
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The need to maintain an excellent level of customer service leads companies to develop flexible and competitive structures, capable of minimizing resources and improving efficiency. The concept of flexibility has been analyzed at all levels of the administration. At the operational level, scheduling decisions allocate resources to optimize production management. The scheduling, the regular criteria are intended to optimize objective(s) based on the completion of orders. Makespan has been the most regular studied criterion in mono-objective optimization. However, this criterion does not consider aspects tending to improve customer service, such as late orders and hierarchical importance among customers. In multi-objective optimization, most models are focused on Makespan optimization with two non-regular criteria. SMEs have flexible operational structures and in Colombia there are no significant differences between regions. They represent about 99.9% of total companies and their contribution to GDP is around 38%, which is significantly low, but in developed economies it is between 50 and 60%. This Low level is due to the lack of strategic plans, reflected in the behavior of competitiveness variables such as innovation and customer service (Money, 2015). he purpose of the research is to formulate two heuristics with mono-objective and multi-objective approaches to optimize customer service adaptable to the industrial reality and validate the efficiency in region’s companies.