Customer Information Driven After Sales Service ... - RePub

2.5. Operational Decisions for After Sales Service Management
(1992). In addition to this, travel time and travel distance based SE dispatching rules
are discussed by Hill (1992); Tang et al. (2008). For details on dispatching rules in a
field maintenance service setting, we refer to Tang (2005). The optimum job selection or
SE dispatching rule enables an estimation of optimum manpower requirements for each
service territory.
2.5.2 Spare Parts Logistics Execution Management
Supply chain execution management refers to the allocation policy for the consumption of
network inventory in the event of a demand arrival. Other terms such as event driven execution
can be found in the literature to describe the same procedure. Before explaining
the execution policies, we should define the terms that are used in the relevant literature.
In the academic literature related to lateral transshipments, the terms primary stock location
and secondary stock location are often observed. Primary stock location for any
customer is the stock location that is assigned as the serving stock location in the case
that demand arrives from an under-consideration customer. Typically, this assignment
is based on the nearest FSL for that customer. Any stock location that is not a primary
stock location for a specific customer is termed as a secondary stock location for the specific
customer. We should note that the terms of primary and secondary customer are
also encountered in literature. Such terms are used in a converse manner to primary and
secondary stock location. For a specific stock location, the set of primary customer locations
includes all of the customers that have a specific stock location as the nearest stock
location. In the academic literature related to allocation strategies for a heterogeneous
customer base, the terms demand classes or demand criticality levels are used. Demand
classes could simply be based on a customer’s value (contract fee that customers pay
for a specific contract; see the warranty / service contract discussion in Section 2.1.2).
In other situations, demand classes could also be based on demand criticality (see spare
part criticality discussion in Section 2.1.2). We should also note that in literature, terms
such as rationing level or critical limit (or level) are also observed. In this case, rationing
level or critical limit (or level) has a relation to the inventory level at inventory source location.
Consider an example of the inventory system with two demand criticality classes.
If the current inventory level is lower than the rationing level or critical limit (or level),
then demand requests from lower demand criticality class may not be served from the
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