Doctoral Thesis Customer Information Driven After Sales Service Management: Lessons from Spare Parts Logistics

Defended on Thursday, 13 January 2011

Abstract

Over the years, after sales service business in capital goods and high tech sectors has experienced significant growth. The drivers for growth are higher service profits, increased competitions, and primary market contractions. The enablers for growth include information driven service processes and a move from one size fit all oriented warranty contracts to service level agreement offerings that differ in service prices and response guarantees. Although, these trends provide an opportunity to the service providers to match their service resources to the time varying service requirements of a heterogeneous customer base, the tools and techniques to support decision makers are lacking as of to date. In this thesis, we aim to make a small contribution in closing this gap. We gain business environment related insights of after sales service by studying it at a major computer equipment manufacturer. After sales service is a complex task that is accomplished by making a series of strategic, tactical, and operational decisions in maintenance services management, spare parts logistics management and spare part returns management. We exclusively focus on operational and tactical decisions in spare parts logistics management. We identify that customer information, or more specifically installed base information is a valuable source to support spare parts logistics decisions at the operational and tactical levels. We present an execution technique for spare parts logistics that uses installed base information to provide differentiated service to a heterogeneous customer base and results in additional profits for the service provider. Finally, we study execution decisions in spare parts logistics and spare part returns management for their interrelation. We highlight that explicit consideration of this interrelation yields additional benefits.

Keywords

after sales service, spare parts logistics, installed base information, customer information, information quality, service level agreements, heterogeneous customer base, lateral transshipments, spare parts logistics networks, spare parts inventory planning, spare parts logistics execution, differentiated service, spare part returns management, operations research applications

Time frame

2006 - 2010

Preferred reference

M.N. Jalil, Customer Information Driven After Sales Service Management: Lessons from Spare Parts Logistics, Promotor:prof.dr. Leo Kroon IM - 04/11/1958 - 14/09/2016, http://hdl.handle.net/1765/22156

Author

Muhammad Jalil
Muhammad Jalil

Supervisory Team

Leo Kroon IM - 04/11/1958 - 14/09/2016
Leo Kroon IM - 04/11/1958 - 14/09/2016
Professor of Quantitative Logistics
  • Promotor
Rob Zuidwijk
Endowed Professor of Ports in Global Networks
  • Copromotor

Committee Members

Rommert Dekker
Professor of Econometrics (Operations Research and Informatics)
Moritz Fleischmann
Moritz Fleischmann
Geert-Jan van Houtum
Geert-Jan van Houtum