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AIDE À LA CONDUITE DES PROCESSUS SOCIO-TECHNIQUES DANS LES ACTIVITÉS DE SERVICE À LA DEMANDE : LE CAS DE LA MAINTENANCE APRÈS-VENTE AUTOMOBILE

Bernard Gutierrez 1
1 LAAS-MOGISA
LAAS - Laboratoire d'analyse et d'architecture des systèmes
Abstract : This thesis considers management problems in the field of service activities and human resources allocation, in particular for motor cars dealerships for its service : repair and maintenance activities.
A two-level framework is proposed in order to schedule service activities on demand. The first level, called aggregated level, is characterized by the cooperation between the customer and the customer manager ; once the demand has be accepted, in the second level, called detailed level, cooperation between the customer manager and the activities manager is needed to plan in detail the activities required for the required service and realize the multiskill profile technicians assignment.
The aim of this work is to provide managers with a decision aid tool to get the best use of technicians skills in regard of customer's demand. For each activity and for each technician, a profile is established consisting of a set of possible values for various skills. A reliable and consistent time-window is validated intention of determine a real time appointment in cooperation with the customer taking into account the repair shop capacity and the current scheduling. This problem is approached as a non pre-emptive tasks set insertion in a flexible sequencing having regard for due dates and energetic constraints ; operators versatility is modelized with undisjoined cumulative resources pools.
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Submitted on : Thursday, February 15, 2007 - 2:22:20 PM
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  • HAL Id : tel-00131185, version 1

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Bernard Gutierrez. AIDE À LA CONDUITE DES PROCESSUS SOCIO-TECHNIQUES DANS LES ACTIVITÉS DE SERVICE À LA DEMANDE : LE CAS DE LA MAINTENANCE APRÈS-VENTE AUTOMOBILE. Automatique / Robotique. INSA de Toulouse, 2006. Français. ⟨tel-00131185⟩

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