Customer Information Driven After Sales Service ... - RePub

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BIBLIOGRAPHY Tan, A. W. K., Yu, W. S., Arun, K., 2003. Improving the Performance of a Computer Company in Supporting its Reverse Logistics Operations in the Asia-Pacific Region. International Journal of Physical Distribution & Logistics Management 33, 59–74. Tang, Q., 2005. Time Dependent After Sales Field Service System Planning. Ph.D. thesis, Lehigh University. Tang, Q., Wilson, G. R., Perevalov, E., 2008. An Approximation Manpower Planning Model for After Sales Field Service Support. Computers and Operations Research 35 (11), 3479 – 3488, special Issue: Topics in Real-time Supply Chain Management. Tempelmeier, H., 2006. Supply Chain inventory Optimization with Two Customer Classes in Discrete Time. European Journal of Operational Research 174 (1), 600 – 621. Teunter, R. H., Haneveld, W. K. K., 2008. Dynamic Inventory Rationing Strategies for Inventory Systems with Two Demand Classes, Poisson Demand and Backordering. European Journal of Operational Research 190 (1), 156 – 178. Thierry, M. C., Salomon, M., Van Nunen, J., Van Wassenhove, L. N., 1995. Strategic Issues in Product Recovery Management. California Management Review 37 (2), 114– 135. Thonemann, U. W., 2002. Improving Supply Chain Performance by Sharing Advance Demand Information. European Journal of Operational Research 142 (1), 81–107. Toktay, B., Van Der Laan, E. A., De Brito, M. P., 2003. Managing Product Returns: The Role of Forecasting. ERIM Report Series Reference No. ERS-2003-023-LIS. Van Hoesel, S., Wagelmans, A., 1999. On the Complexity of Postoptimality Analysis of 0/1 Programs. Discrete Applied Mathematics 91 (1-3), 251 – 263. Van Nunen, J., Zuidwijk, R., 2004. E-Enabled Closed-Loop Supply Chains. California Management Review 46 (2), 40 – 54. Van Oosterhout, M., 2010. Business Agility and Information Technology in Service Organizations. Ph.D. thesis, Rotterdam School of Management, Erasmus University, Rotterdam, The Netherlands. 179
BIBLIOGRAPHY Van Slyke, R., Young, Y., 2000. Finite Horizon Stochastic Knapsacks with Applications to Yield Management. Operations Research 48 (1), 155–172. Van Wijk, A., Adan, I., Van Houtum, G., 2009. Optimal Lateral Transshipment Policy for a Two Location Inventory Problem. Tech. rep., Eurandom Report No. 2009-027, Eindhoven: Eurandom. Vidal, C. J., Goetschalckx, M., 2000. Modeling the Effect of Uncertainties on Global Logistics Systems. Journal of Business Logistics 21 (1), 95 – 120. Vigoroso, M., 2003. Service Parts Management: Unlocking Value and Profit in the Service Chain. Tech. rep., Aberdeen Group. URL http://www.aberdeen.com/summary/report/benchmark/serviceparts.asp Wagelmans, A., 1990. Sensitivity Analysis in Combinatorial Optimization. Ph.D. thesis, Erasmus Universiteit Rotterdam, Rotterdam, The Netherlands. Wand, Y., Wang, R., 1996. Anchoring Data Quality Dimensions in Ontological Foundations. Communications of the ACM 39 (11), 86–95. Wang, R. Y., Strong, D. M., 1996. Beyond Accuracy: What Data Quality Means to Data Consumers. Journal of Management Information Systems 12 (4), 5–33. Wang, Y., Cohen, M. A., Zheng, Y.-S., 2002. Differentiating Customer Service on the Basis of Delivery Lead-Times. IIE Transactions 34, 979 – 989. Weatherford, L. R., Bodily, S. E., 1992. A Taxonomy and Research Overview of Perishable-Asset Revenue Management: Yield Management, Overbooking, and Pricing. Operations Research 40 (5), 831–844. Williamson, E. L., 1992. Airline Network Seat Inventory Control : Methodologies and Revenue Impacts. PhD dissertation, Massachusetts Institute of Technology, Dept. of Aeronautics and Astronautics. Wilson, T. L., Bostrm, U., Lundin, R., 1999. Communications and Expectations in After-Sales Service Provision: Experiences of an International Swedish Firm. Industrial Marketing Management 28 (4), 381 – 394. 180
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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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4.4. Structural Analysis and Heuris
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4.5. Numerical Experiments plexity
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4.5. Numerical Experiments customer
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4.5. Numerical Experiments Table 4.
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4.5. Numerical Experiments the glob
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4.5. Numerical Experiments (RMO and
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Customer Heterogeneity and Demand /
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4.5. Numerical Experiments of the l
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4.6. Conclusions location as a cand
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4.7. Limitations and Generalization
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Chapter 5 Returns Management in Spa
Page 140 and 141: 5.2. Literature Review and disposit
Page 142 and 143: 5.2. Literature Review various auth
Page 144 and 145: 5.3. Problem Formulation rebalancin
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Page 148 and 149: 5.4. Markov Decision Process Formul
Page 154 and 155: 5.5. Heuristic Solutions for Return
Page 160 and 161: 5.6. Conclusions decides to place t
Page 162 and 163: 5.7. Limitations and Generalization
Page 164 and 165: Chapter 6 Conclusions Throughout th
Page 166 and 167: 6.1. Research Contributions and Res
Page 168 and 169: 6.2. Discussion heuristic that does
Page 170 and 171: 6.3. Areas of Future Research manag
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 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
Page 206 and 207: ERIM Ph.D. Series Research in Manag
Page 226 and 227: Xu, Y., Empirical Essays on the Sto
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