Customer Information Driven After Sales Service ... - RePub

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Chapter 6 Conclusions Throughout this thesis, we observed the potential benefits of customer information enrichment in after sales service by matching service provider capabilities with the varying needs of a heterogeneous customer base. In this chapter, we summarize the results presented in this thesis by relating the results to our research objectives discussed in Section 1.3.2. Subsequently, we discuss the implications of the results for after sales service management. Finally, we discuss potential areas for future research. 6.1 Research Contributions and Results 6.1.1 Research Contribution 1 - Solution Methods for After Sales Service The first research contribution is a solution method to account for the prevailing business characteristics of after sales service in spare parts logistics planning and execution. This solution method applies to spare parts inventory planning, spare parts logistics execution and returns management in after sales service. We should note that our objective was to devise or utilize a solution method or methods that could use IB information to account for the service requirements of a heterogeneous and geographically dispersed customer base. In this respect, we devised or utilized a solution method, where the unit of analysis is an installed machine. 153
6. Conclusions Chapter 3 - Inventory Planning & Information Enrichment We reviewed the extensive spare parts inventory planning literature in Chapter 2. We observed that the work of Kranenburg and Van Houtum (2009) and Erke et al. (2003) accounts for the characteristics of multiple service deadlines and lateral transshipments in after sales service. These solution methods are also able to utilize IB data for spare parts inventory planning by having an installed machine as a unit of analysis. We therefore utilized the above work to analyze the value of IB information for spare parts inventory planning. Chapter 4 - Spare Parts Execution Management Our review of the literature for spare parts logistics execution revealed no particular solution method that fits the characteristics of our problem. In Chapter 4, we devised an execution technique for spare parts logistics by providing segmented services to the heterogeneous customer base. In this regard, we studied the relevant literature in revenue management and inventory rationing. We devised an execution technique that allows us to match the available spare parts resources to the incoming demand in a differentiated manner. The devised technique uses the concept of segmented service from revenue management. We extended the work of Lautenbacher and Stidham (1999) to account for the multi-dimensional settings of a spare parts logistics network. We then devised a greedy solution algorithm to execute the spare parts logistics execution in an online manner. The computational complexity estimations of the devised technique showed promising results for large scale practical application in after sales service. Chapter 5 - Returns Management in Spare Parts Logistics In Chapter 5, we studied reverse logistics in after sales service. Our particular interest here was to identify candidate field stock locations for the placement of the returned spare parts into the inventory network. Two questions were key in this scheme. One, what are the potential benefits of integrating the sourcing and return execution decisions? Two, what are the potential benefits of utilizing the returned spare parts for network rebalancing? To investigate the first question, we devised two integrated techniques representing full and partial integration of the sourcing and return decisions. The partial integration case represented a situation in which the sourcing decision is made without any formal consideration of potential returns. The return decision however accounts for the previous sourcing decision. The fully integrated situation differs in the sense that the sourcing decision also accounts for potential returns. Both of these techniques 154
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MUHAMMAD NAIMAN JALIL Customer Info
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Customer Information Driven After S
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Contents Acknowledgments v 1 Introd
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CONTENTS 3.4.3 Data Quality in Info
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Acknowledgments It gives me a great
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Chapter 1 Introduction What are the
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1.1. Business Trends in After Sales
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PARAMETER 1.2. Information Manageme
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1.2. Information Management Trends
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1.3. Scope, Research Contributions,
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1.4. Organization of the Thesis ser
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1.4. Organization of the Thesis we
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2. After Sales Service 2.1.1 Warran
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2. After Sales Service the failure
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2. After Sales Service the sporadic
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2. After Sales Service such mainten
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2. After Sales Service tenance acti
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2. After Sales Service 2.2.3 Spare
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2. After Sales Service for each ser
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2. After Sales Service such that ei
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2. After Sales Service second busin
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2. After Sales Service rules have a
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2. After Sales Service a decision n
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2. After Sales Service on-hand inve
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2. After Sales Service service dead
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2. After Sales Service 2.6 Informat
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2. After Sales Service Aberdeen gro
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2. After Sales Service and Suanet (
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2. After Sales Service critical vol
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2. After Sales Service withdraw fro
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2. After Sales Service ments. The r
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2. After Sales Service policy to de
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2. After Sales Service the expected
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2. After Sales Service binations of
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2. After Sales Service Table 2.7: R
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2. After Sales Service locations fo
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3. Inventory Planning & Information
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Chapter 4 Spare Parts Execution Man
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4.2. Literature Review and Chakrava
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typically observed in spare parts l
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4.3. Problem Formulation t = {1, 2,
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Page 130 and 131: Customer Heterogeneity and Demand /
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Page 138 and 139: Chapter 5 Returns Management in Spa
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Page 148 and 149: 5.4. Markov Decision Process Formul
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Page 162 and 163: 5.7. Limitations and Generalization
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Page 172 and 173: 6.3. Areas of Future Research in af
Page 174 and 175: Bibliography Acevedo, J., Pistikopo
Page 176 and 177: BIBLIOGRAPHY Bertrand, J. W. M., Fr
Page 178 and 179: BIBLIOGRAPHY Cohen, M. A., Pierskal
Page 180 and 181: BIBLIOGRAPHY Ferguson, M., Fleischm
Page 182 and 183: BIBLIOGRAPHY Hayes, N., 2005. Are y
Page 184 and 185: BIBLIOGRAPHY in Optimizing Route Pl
Page 186 and 187: BIBLIOGRAPHY Moinzadeh, K., 2002. A
Page 188 and 189: BIBLIOGRAPHY SAS, 2006. Service Par
Page 190 and 191: BIBLIOGRAPHY Tan, A. W. K., Yu, W.
Page 192 and 193: Xerox, 2010a. Xerox Service Agreeme
Page 194 and 195: Summary in English Over the years,
Page 196: Summary in English show that accoun
Page 199 and 200: Samenvatting (Summary in Dutch) ins
Page 202 and 203: About the author Muhammad Naiman Ja
Page 204 and 205: ERASMUS RESEARCH INSTITUTE OF MANAG
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ERIM Ph.D. Series Research in Manag
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Xu, Y., Empirical Essays on the Sto
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