Leonard N. Stern School of Business, New York University
Topic: "Optimal After-Sales Service Supply Chain Planning: Historical Antecedents, Current Trends and Research Opportunities" Speaker: Morris A. Cohen, The Wharton School, University of Pennsylvania
Date: Friday, November 14, 2003
Time: 2:30 pm - 4:00 pm
Place: 5-80 KMC
Abstract. Many companies now recognize that opportunities for enhancing revenue, profit and market share are increasingly based on customer satisfaction throughout the product ownership life cycle. Accordingly systems for optimizing strategic resource management have been implemented for after-sales service supply chains. We report on current trends and developments in this field in the context of a multi-hierarchy model framework. This framework indicates how spatial, product architecture, market segmentation and planning horizon factors can impact the fundamental tradeoff between responsiveness and efficiency. We also discuss several industry case studies and current software developments. The talk will conclude with consideration of opportunities for future research and development.