Service parts logistics: A benchmark analysis

Service parts logistics: A benchmark analysis

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Article ID: iaor19992350
Country: United States
Volume: 29
Issue: 8
Start Page Number: 627
End Page Number: 639
Publication Date: Aug 1997
Journal: IIE Transactions
Authors: , ,
Keywords: computers, distribution
Abstract:

This paper summarizes the results of a benchmark study focusing on after-sales service logistics systems for technologically complex high-value products, i.e., in the computer industry. Current industrial practices and trends in service logistics operations are reported on. Specific data on costs, revenues, service measures, control policies, and distribution strategies were collected and used to define best practice performance. Analysis methodologies to support cross-sectional comparisons and causal factors are discussed.

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