http://repub.eur.nl/res/aut/16829/ List of Publications en http://repub.eur.nl/static-eur/img/logo.png http://repub.eur.nl http://repub.eur.nl/res/pub/32042/ 2012-01-05T00:00:00Z Demand for spare parts is often difficult to forecast using historical data only. In this paper, we give an overview of installed based management and provide several ways in which installed base information can be used to support forecasting. We discuss cases where installed base information is used in forecasting at four companies and list the issues involved. Moreover, we review some models to illustrate the potential value of the installed base information and conclude that forecasts of spare parts demand and return can be made considerably more timely and accurate using installed base information. http://repub.eur.nl/res/pub/22767/ 2011-03-01T00:00:00Z Many of the challenges in spare parts logistics emerge due to the combination of large service networks, and sporadic/slow-moving demand. Customer heterogeneity and stringent service deadlines entail further challenges. Meanwhile, high revenue rates in service operations motivate companies to invest and optimize the service logistics function. An important aspect of the spare parts logistics function is its ability to support customer-specific requirements with respect to service deadlines. To support customer specific operations, many companies are actively maintaining and utilizing installed base data during forecasting, planning and execution stages. In this paper, we highlight the potential economic value of installed base data for spare parts logistics. We also discuss various data quality issues that are associated with the use of installed base data and show that planning performance depends on the quality dimensions. http://repub.eur.nl/res/pub/22156/ 2011-01-13T00:00:00Z Over the years, after sales service business in capital goods and high tech sectors has experienced significant growth. The drivers for growth are higher service profits, increased competitions, and primary market contractions. The enablers for growth include information driven service processes and a move from one size fit all oriented warranty contracts to service level agreement offerings that differ in service prices and response guarantees. Although, these trends provide an opportunity to the service providers to match their service resources to the time varying service requirements of a heterogeneous customer base, the tools and techniques to support decision makers are lacking as of to date. In this thesis, we aim to make a small contribution in closing this gap. We gain business environment related insights of after sales service by studying it at a major computer equipment manufacturer. After sales service is a complex task that is accomplished by making a series of strategic, tactical, and operational decisions in maintenance services management, spare parts logistics management and spare part returns management. We exclusively focus on operational and tactical decisions in spare parts logistics management. We identify that customer information, or more specifically installed base information is a valuable source to support spare parts logistics decisions at the operational and tactical levels. We present an execution technique for spare parts logistics that uses installed base information to provide differentiated service to a heterogeneous customer base and results in additional profits for the service provider. Finally, we study execution decisions in spare parts logistics and spare part returns management for their interrelation. We highlight that explicit consideration of this interrelation yields additional benefits. http://repub.eur.nl/res/pub/21942/ 2010-12-22T00:00:00Z Demand for spare parts is often difficult to forecast using historical data only. In this paper, we give an overview of installed based information and provide several ways in which installed base forecasting can be used. We discuss cases of installed based forecasting at four companies and list the issues involved. Moreover, we provide some models to assess the value of installed base information and conclude that forecasts of spare parts demand and return can be made considerably more timely and accurate by using installed base information. http://repub.eur.nl/res/pub/14529/ 2009-01-13T00:00:00Z Many of the challenges in spare parts logistics emerge due to the combination of large service networks, and sporadic/slow-moving demand. Customer heterogeneity and stringent service deadlines entail further challenges. Meanwhile, high revenues rates in service operations motivate companies to invest and optimize the service logistics function. An important aspect of the spare parts logistics function is its ability to support customer-specific requirements with respect to service deadlines. To support customer specific operations, many companies are actively maintaining and utilizing installed base data during forecasting, planning and execution stages. In this paper, we highlight the potential economic value of installed base data for spare parts logistics. We also discuss various data quality issues that are associated with the use of installed base data and show that planning performance depends on the quality dimensions.