  We formulate and solve the H-SARA Problem, a Vehicle Routing and Appointment
Scheduling Problem motivated by home services management. We assume that travel
times, service durations, and customer cancellations are stochastic. We use a
two-stage process that first generates teams and routes using a VRP Solver with
optional extensions and then uses an MC Scheduler that determines expected
arrival times by teams at customers. We further introduce two different models
of cancellation and their associated impacts on routing and scheduling.
Finally, we introduce the Route Fracture Metaheuristic that iteratively
improves an H-SARA solution by replacing the worst-performing teams. We present
insights into the problem and a series of numerical experiments that illustrate
properties of the optimal routing, scheduling, and the impact of the Route
Fracture Metaheuristic for both models of cancellation.
