Customer Information Driven After Sales Service ... - RePub

6. Conclusions
it is termed as a heterogeneously distributed error. We further analyzed the impact of
these data quality errors on spare parts inventory planning and highlight the role of the
error’s structural characteristics. The results showed that the error’s structural characteristics
have significant impact on the planning performance. We observed that in
some cases the impact of the data quality errors is significant enough to negate the value
addition enabled by IB data usage. Further analysis of such cases revealed that these
cases belong to the specific error scenarios where the error’s structure is able to disturb
the original geographical distribution of demand. If the error structure is homogeneous
or it does not disturb the original demand distribution, then the impact on the inventory
planning performance is insignificant. Meanwhile, the data quality related losses, due to
homogeneously distributed error, do not negate the benefits induced by installed base
data usage. In other words, the “Garbage In - Garbage Out” concept does not always
hold.
Chapter 4 - Spare Parts Execution Management
In this chapter, we studied the benefits of using IB information for spare parts logistics
execution. We again showed that IB information enrichment induces value addition in
after sales service. In the first study, we specifically focused on information enrichment
by neglecting the role of the planning method for value addition. In this chapter, we
highlighted that an appropriate decision engine or a supply chain analytic tool utilizing
the detailed information for gains is equally important. By using IB information, we can
derive each customer’s cost information (i.e. service prices, transportation costs, penalty
costs) and associated demand information. By using this information and borrowing the
concepts of differentiated service, we analyzed the benefits of using IB information to
support spare parts execution. The value addition was due to the additional decision
space that was enabled by IB information. In this specific case, the additional decision
space was the decision regarding differentiated service provision to the heterogeneous
customer base. This allowed us to better match the incoming demand to the available
inventories in the stock location network, which resulted in value addition.
Chapter 5 - Returns Management in Spare Parts Logistics
In this chapter, we studied returns management in after sales service. Similar to previous
chapters, we studied and compared the decision making performance of various heuristics,
where some of the heuristics do not use IB data. The comparison revealed that
using IB data does not provide significant value additions against reverse spiral router
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