Forward positioning and consolidation of strategic inventories

Skipper, Joseph B.; Bell, John E.; Cunningham, William A.; Mattioda, Daniel D.

doi:10.22237/jotm/1270080180

Cited by 1 publication

(1 citation statement)

References 21 publications

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“…The research involving the impact of spare parts availability on customer service is quite significant. In this area, research efforts, primarily models, cover a broad range of topics including stockage policies (Cohen et al 1989;Leyer and Moormann 2015;Tysseland 2009), network management (Makarova et al 2011;Skipper et al 2010a;Zeng 2003), warranties (Wikner and Tang 2008), remanufacturing (Huscroft et al 2013;Mondragon et al 2011;Wikner and Tang 2008), and service differentiation (Alvarez et al 2015;Gilmour et al 1976;Kranenburg and van Houtum 2008). Although this research typically addresses each topic in a comprehensive manner, it rarely takes into account the delicate interplay between all facets of customer satisfaction and performance.…”

Section: Customer Service and Satisfactionmentioning

confidence: 99%

A framework for investigating optimization of service parts performance with big data

et al. 2016

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As national economies continue to evolve across the globe, businesses are increasing their capacity to not only generate new products and deliver them to customers, but also to increase levels of after-sales service. One major component of after-sale service involves service parts management. However, service parts businesses are typically seen as add-ons to existing business models, and are not well integrated with primary businesses. Consequently, many service parts operations are managed using ad-hoc practices that are often subordinated to primary businesses. Early research in this area has been instrumental in assisting organizations to begin optimizing some aspects of service parts management. However, performance goals for service parts management are often ill-defined. Further, because these service parts businesses are often subordinated to primary businesses within a firm, the use of newer big data applications to help manage these processes is almost completely absent. Herein, we develop a framework that seeks to define service parts performance goals for the purpose of outlining where scholars and practitioners can further examine where, how, and why big data applications can be employed to enhance service parts management performance.

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