유전자 알고리즘을 이용한 IT 서비스 담당자 권역할당 최적화 모델 연구

Over the last few years, the service activities for system maintenance and operation have put great emphasis on IT environment. In case of the service support by visiting customer sites, not only the customer satisfaction but the appropriate personnel assignment by each of the customer sites are highly required. In particular, the service engineer assignment problem problem can not be solved by linear programming because the load balancing problem and distance uniform issue are formulated as nonlinear functions. Therefore the genetic algorithm of a kind of heuristic method is applied to solve the problem in this paper. In this paper, the objective functions of GA are composed of load balancing of workload and moving distance per service engineer. Priority assignment of current personnel-in-charge and conditions to assign a service engineer to a service job considering his service level and customer"s technical requirements are the constraints of GA. The genetic algorithm parameter is optimally selected by t-test, adopted the repeated test result in several changes of GA parameters. And, the result of GA shows that the developed genetic algorithm can be applied to a real world problem in a IT company.