Session Eleven: After Sales Service and Support / Customer Service Differentiation

Session Eleven: After Sales Service and Support / Customer Service Differentiation

Objectives:

Value Chain Network and the Delivery of Service

Strategic Role of After-Sales Service Performance

Multi-Echelon System Architecture

Asset Management

Real Time Control

Customer Service Differentiation

US Navy - Defense Logistics Agency Case Study

Rationing Policies

Readings:

Dennis, M., Wolf, A., "New Business Models in Service Management", Achieving Supply Chain Excellence Through Technology, Vol. 3, Montgomery Research, 2001.

Cohen, M. A., Lee, H., Cull, C., and Willen, D., "Making the Supply Chain Work: How to Deliver Value in After Sales Service Logistics " Sloan Management Review, Vol. 41, No. 4, Summer 2000, pp. 93-101.

This article describes the Saturn case and how they designed the value chain network to achieve superior performance through integration, optimization and collaboration

Cohen, M.A., Deshapande, V. And Donohue, K. "An Empirical Study Of Service Differentiation For Weapon System Service Parts", Fishman-Davidson Center for Service & Operations Management, The Wharton School, March, 2002.

Session Descriptions

Session One: Course Introduction - What is a Value Network?
Session Two: Case Study: EMC
Session Three: Cast Study: Wal-Mart and Cott Beverage
Session Four and Five: Case Study: Dell Computers
Session Six: Data Modeling for Integration
Session Seven: Principles of Distribution and Integration
Session Eight: Supply Chain Coordination Strategies
Session Nine: Supply Chain Systems and Vision
Session Ten: Customer Relationship Management / Information Sharing & Incentives
Session Eleven: After Sales Service and Support / Customer Service Differentiation
Session Twelve: Future Directions