作者: Emmelie Gustafsson , Margret Gudmundsdottir
DOI:
关键词: Original equipment manufacturer 、 Operations management 、 Operational excellence 、 Materials management 、 Spare part 、 Process management 、 Supply chain 、 Type of service 、 Customer satisfaction 、 Service management 、 Business
摘要: Aftermarket services are considered very important and no longer an afterthought within companies. In fact, the aftermarket has turned into main source of profit for companies. For OEMs to be able upgrade transform their supply chains, they must understand what type chain design that is appropriate given performance requirements bundled service offers they provide. The current aftermarket supply at case company was not originally designed around service offers, which puts pressure on adapt chain to meet challenges put them. The purpose this thesis study in order provide recommendations for adaptations chain. deliver recommendations, an investigation key with chain in regard currently offered by will conducted, as well as a benchmarking other companies identify chain challenges services. scope only includes bundled service for Volvo Group Trucks Nordic market focus the offers impact chain, contracts. There three different types contracts provided company; Blue, Silver Gold. The content differs, different demands availability of spare parts. This contributed area chains when it comes the understanding how achieve operational excellence through operationalization service strategies. conclusion from physical handling perspective, current aftermarket sufficient, but some adaptations could made further improve it. Furthermore, organizational principles terms administrative can be improved. recommendations consists five areas improvements. first recommendation prioritization availability critical parts according service contract orders. This implies contract should included current order classes, orders prioritized contracts. The second recommendation prioritizing suppliers criticality, means that supplying higher than ones supplying less parts. third implementing local hubs close the dealers, serve more one dealer area. means would be stored providing improved requirements of the fourth measure total lead-time from order placed until delivered KPI customer satisfaction. last recommendation is improving internal information sharing between functions sales materials management designing contracts, also the spare