本研究訪談國內許多高科技設備廠商售後服務制度與運行模式，設備販售給客戶後必須經常派保修專員前去客戶工廠維護設備正常營運，目前多數設備廠的保修專員都採人工派遣，資訊軟體相關方面的投資並不多，不但效率差且錯誤多，對公司形成很大負擔。然而根據AMR Research公司的研究，產品售後的「客戶服務」所產生的收益約佔企業整體營收的25%以上，而且利潤率通常比產品本身利潤率來得高！由此可見，發展相關客服管理系統，降低人工成本與提高服務績效是相當重要的。科技產業需服務的「對象」多為「機械設備」而不是「消費者」，設備的保養與維修服務雖然不像人類那麼多元，但具有一定的技術性、危險性與專業性，最重要的是當機械設備停工進行保養或出狀況需要維修時是無法進行生產的，所以服務的「急迫性」「準時性」相當重要。為解決此問題，本研究應用螞蟻演算法為基礎設計專員與車輛派遣系統，目標函數最小總成本，包含車輛成本與保修專員時數成本，用以輔助決策者進行售後服務保修專員派遣與接送作業。研究成果顯示車資成本節省表現優異，最高可以節省45.59%的成本支出，平均而言亦可以降低約37.67%的成本支出，就實際營運成本而言可節省相當多的成本支出。

According to AMR Research study, the product of "Customer Service" produced about more than 25% of their overall income revenue, and profitability of customer service often is higher than the product itself margins. Thus, it is very important for manufacture industries to improve their customer services. Most companies invest in customer service is not much. There is less investment on customer service software development, they still use a lot of manual processing to deal with customer service. Many equipment vendors in the Hsinchu Science Park sell their equipments to the customers and they must assign engineers to the customers to maintain the equipments and ensure the equipments’ operations normally.; However, most plant engineers are dispatched by labors, and this makes not only inefficient and lots of errors. In order keep good customers services, the companies have to take great burdens. The objects of equipment vendors’ customer service are equipments whose characters are quite different from those of humans. The service is certain technical, risk and professional, and urgent. We develop a pick-up and delivery model heuristic method to solve this engineer assignment problem. The assumptions of the problem as follows: the customer service demand is known in advance, all engineers are equal to serve and can several customers a day, and the objective value is the costs of the vehicles and engineers.