search query: @indexterm AFTER-SALES SERVICE / total: 70
reference: 46 / 70
| Author: | Cohen, M. A. Lee, H. L. |
| Title: | Out of touch with customer needs? Spare part and after sales service |
| Journal: | Sloan Management Review
1990 : WINTER, VOL. 31:2, p. 55-66 |
| Index terms: | AFTER-SALES SERVICE INVENTORY CONTROL |
| Language: | eng |
| Abstract: | Providing adequate after sales service is a key ingredient of product quality and thus of competitive success. The role of an effective spare parts inventory management is considered. A framework is developed which helps to make after sales delivery prompt. The relationship between product design and the use of spares is examined. The Just-In-Time approach to controlling manufacturing inventories is implemented in an analysis of the demand and supply of spare parts. A number of issues are dealt with regarding the parts distribution network, the cost-service tradeoff, the service performance measures, and the management policy for parts distribution. Two case studies are included - one on a computer firm, the other on an automobile manufacturer. |
SCIMA