Logistics optimization for service contract fulfilment of capital goods

In today’s environment, it is increasingly important for suppliers of capital goods to provide their customers with services for system upkeep in addition to the physical system itself. Such service activities may range from simple service packages, like supply of spare parts or periodic preventive maintenance, to full service including all preventive and corrective maintenance with guaranteed service levels in terms of (for example) uptime and reaction speed in case of system failure. The service activities provided and the guaranteed service levels are specified in service contracts.

Because most suppliers serve a rather diverse set of customers, there is no single service contract: Different customers may want different service guarantees for the same services and are also willing to pay different prices for these services. In organizing his service logistics, the supplier should be able to differentiate its service activities to the different service requirements of its customers. Options are, for example, priority supply of critical spare parts for customers having a premium contract, or setting priorities when assigning service engineers to (corrective) maintenance tasks. In this research, we study what possibilities suppliers have to differentiate their service activities for efficient service contract fulfilment. For certain promising service differentiation options, we will develop quantitative models to plan and control the service activities in line with the various service levels in the service contracts. We will develop and test our models using case studies in industry.

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Home About IE News Projects Participating Groups Research IE Seminar Search	Current Projects \| Concluded projects \| Open Positions Logistics optimization for service contract fulfilment of capital goods In today’s environment, it is increasingly important for suppliers of capital goods to provide their customers with services for system upkeep in addition to the physical system itself. Such service activities may range from simple service packages, like supply of spare parts or periodic preventive maintenance, to full service including all preventive and corrective maintenance with guaranteed service levels in terms of (for example) uptime and reaction speed in case of system failure. The service activities provided and the guaranteed service levels are specified in service contracts. Because most suppliers serve a rather diverse set of customers, there is no single service contract: Different customers may want different service guarantees for the same services and are also willing to pay different prices for these services. In organizing his service logistics, the supplier should be able to differentiate its service activities to the different service requirements of its customers. Options are, for example, priority supply of critical spare parts for customers having a premium contract, or setting priorities when assigning service engineers to (corrective) maintenance tasks. In this research, we study what possibilities suppliers have to differentiate their service activities for efficient service contract fulfilment. For certain promising service differentiation options, we will develop quantitative models to plan and control the service activities in line with the various service levels in the service contracts. We will develop and test our models using case studies in industry.