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Theme
After-sales service has
always been about satisfying the
customers. Most equipment salesmen would
agree that in addition to great quality
of the equipment timely after sales
service would be remembered by all
customers. For key machinery down time
hurts business badly and would be
disastrous for future sales of
equipments.
Great service is result
of meticulous planning and effective
execution. The service involves
deployment of skilled service personnel
in quick time and ensuring supply of
replacement parts and other materials to
ensure that repairs and service are not
delayed. This program primarily focuses
on the timely availability of spares and
consumables to meet predetermined
standards without causing excessive
stocking and resultant obsolescence.
The scientific approach
takes into consideration criticality of
the spare for customers, failure mode
and consequences, contractual concerns
of warranty, procurement constraints,
forecast of probable service demand,
cost of stocking, channels of
distribution and overall costs of
operation including impact on service
efficiency. Scientific approach is also
about identifying service needs and then
making supply and stocking decisions to
ensure the service needs are fulfilled.
The program takes the
participants through the service,
technical concerns and inventory
management aspects through several
exercises and interactive sessions with
the practicing expert in the field.
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Program
Schedule: Day 1: 9-00AM to
5-15PM+ |
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Introduction
Participants and faculty introduce
themselves and issues of participants
interest are listed
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Understanding
after sales service activity
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Definition of service and KPls
Participants are given different areas
of service sensitive operations for the
exercise.
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Fundamental aspects and concern of
service
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The push and pull of demand and
supply
Participants in group try to
satisfy demand based on historic
information given to them
against random demand
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Concept and mechanism of
replenishment planning and
control
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Program
Schedule: Day 2: 9-00AM to 5-15
PM+ |
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Replenishment for irregularly
moving breakdown spares
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Drivers of demand of part and
service consumables
Exercise based on cases were
participants are asked to
identify query and add to the
relevant case content |
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Nuts and bolts of
satisfaction of service parts
demand |
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Inventory policy for typical
service items
Participants use given
information to develop a
optimized stocking policy and
the reasoning and method are
thoroughly discussed validated
by simulation |
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Service
and inventory management in large
geographic network |
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