Análise e modelagem do atendimento de ordens de serviço emergenciais em concessionárias de energia elétrica

Abstract

Much effort has been made by electric power distribution utilities in order to attend the Brazilian regulating policies, especially those ones related to manage customer and technical requests. In this context, one issue must be carefully observed: the emergency work orders. This importance is due to the economic impact of interrupting power supply or even to the dangerous of eventual damages caused non-specified operation of certain equipment, typically energized conductors. This work attempts to develop a diagnostic of the most critical aspects related to the efficiency when executing these emergency services, from the use of mathematical modeling techniques to solve the optimization problem related: the vehicle routing problem (VRP). The goal was to develop a representation that reproduce the essential characteristics of the order process, working with decision criteria when they arise emergency nature calls for service teams of dealers when there is already a preset with scheduled commercial route orders. The main scope of this study refers to the consideration of two criteria for multi-criteria analysis in decision making, the emergency waiting time has (T.E) and the non-emergency waiting time(T.C) using the multi-criteria methodology Analytic Hierarchy Process (AHP) to the classification of these criteria, in order to find a classification among the alternative solutions. The proposed mathematical modeling, together with the classification of alternative solutions, allow one to conclude the convenience of considering the waiting time as criteria to optimize service solutions and practical results has pointed out how suitable is to apply the proposed decision making methodology to the VRP related the management of services in power distribution utilities.