External Literature & Studies

Author/s: Phillip Slater
Language: English

https://www.amazon.com/Spare-Parts-Inventory-Management-Sparesology/dp/0831136081/

Abstract: No previous works have focused on the topic of inventory reduction and optimization to the extent that this one does. Spare Parts Inventory Management: A Complete Guide to Sparesology by Philip Slater covers the entire spare part life cycle, from initial purchase to final disposal, and addresses issues throughout, including maintenance, repair, and overhaul (MRO). The author, Phillip Slater, was described in a recent podcast as “truly one of the leaders in the MRO information segment.”

Author/s: The Art of Service – Spare Parts Inventory Publishin

Language: English

https://www.amazon.com/Spare-Parts-Inventory-Complete-Guide/dp/1038809401/

Abstract: This Spare Parts Inventory Guide is unlike books you’re used to. If you’re looking for a textbook, this might not be for you. This book and its included digital components is for you who understands the importance of asking great questions. This gives you the questions to uncover the Spare Parts Inventory challenges you’re facing and generate better solutions to solve those problems.

Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.

INCLUDES all the tools you need to an in-depth Spare Parts Inventory Self-Assessment. Featuring new and updated case-based questions, organized into seven core levels of Spare Parts Inventory maturity, this Self-Assessment will help you identify areas in which Spare Parts Inventory improvements can be made.

Author/s: Dennis Snow
Language: English

https://www.amazon.se/Designing-Service-Processes-Unlock-Value/dp/163742728X/

Abstract: The service process design landscape is rapidly evolving, with technology-enabled innovations allowing the service provider to create a more personalized service experience and customers to take a more active role in the service process.

Designing Service Processes to Unlock Value was written to help you understand the opportunities (and challenges) for value creation in this dynamic environment. You will learn about approaches for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And because service performance outcomes are dependent on the knowledge, skills, and abilities—that is, capabilities of both service providers and customers, the book concludes with strategies for unlocking these capabilities to further boost value co-creation.

This edition was being revised when artificial intelligence (AI) and generative AI (e.g., ChatGPT) was being embedded in more and more service processes ranging from knowledge-intensive professional services to transactional services we engage with every day.

This edition includes new and updated examples of technology-enabled innovations that provide unprecedented flexibility in service process design and continue to transform how service providers and customers co-produce services. At the same time, you will see how these and other service innovations can have important—and sometimes surprising—impacts on the benefit and cost trade-offs and synergies that determine value co-creation.

Author/s: Dennis Snow
Language: English

https://www.amazon.com/Unleashing-Excellence-Complete-Ultimate-Customer/dp/0470503807

Abstract: A step-by-step guide to designing and implementing an amazing customer service culture. In today’s competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It’s not always clear what works and what doesn’t, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance.

Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company’s individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence.

Author/s: T. Fischer, H. Gebauer, E. Fleisch
Language: English

https://www.amazon.com/Service-Business-Development-Strategies-Manufacturing/dp/1107652073/

Abstract: How can manufacturers of capital goods succeed in service business development? What are the potential network approaches for manufacturing companies planning on extending their service business?

Over the last decade, the business environment of capital goods manufacturers has changed dramatically. Few capital goods manufacturers are able to outrun the competition with pure product-related technologies and innovation alone. For this reason they have added services to products as a way of responding to eroding margins and the loss of strategic differentiation through product innovation and technological superiority. Based on over twelve years of research, this book provides academics and business professionals with a thorough overview of the strategies available for value creation through service business development. It features case studies and covers a wide range of topics, including emerging issues such as service business in small and medium-sized companies, business innovation through services and the impact of rapidly growing Asian markets.

Author/s: Jim Reily and Rosemary Coates
Language: English

https://www.amazon.com/Rules-Superior-Field-Service-Profitable/dp/1607730707/

Abstract:  With few exceptions, the service business is viewed as a “necessary evil”. Servicing products, after they are sold and in customers’ hands, is frequently overlooked and can be a source of customer dissatisfaction and profit loss. This thinking results in missed opportunities to convert customers into advocates and to generate significant business revenue. If you are in the field service business, you should be designing solutions that benefit the customer and are profitable for your company. This includes developing a field service strategy, organizing the service business, optimizing field inventories, implementing Customer Relationship Management (CRM) and tailoring sales incentives. Complicating field service operations in today’s environment is the global nature of the installed base and where in the world your products and spares are manufactured. Sourcing global parts, managing the parts supply chain and the investment required are the things that keep managers up at night. This book provides 42 essential rules to benchmark and develop a global service business.

You will learn:

• How to develop a profitable field service strategy and organization
• How to survey customers and drive improvement in field service operations
• The impact of poor field service on the bottom line
• What to do in an emergency
• What to consider when developing field repair inventories
• What systems and tools to consider
• …and much more

Author/s: Steven M. Bragg
Language: English

https://www.amazon.com/gp/product/1118000749/ref=pe_375540_112719560_em_1p_3_ti

Abstract: The latest and most important information for best practices in the inventory function. Inventory Best Practices, Second Edition offers the latest and most important information on advanced techniques and strategies to improve on the accuracy of all ongoing inventories, configure a warehouse for optimum counting efficiencies, and more.

• Explains the difference between different types of distressed merchandise for disposal purposes
• Shows how to maximize the efficiency of inventory tracking systems by shifting selected inventory items into floor stock
• Examines inventory picking, storage, transactions as well as warehouse layouts, and inventory measurement
• Inventory Best Practices, Second Edition will not only show professionals how to cut their business costs but will demonstrate how to optimize their company’s effectiveness as well.

Author/s: Curtis Greve & Jerry Davies
Language: English

https://www.amazon.com/An-Executives-Guide-Reverse-Logistics/dp/0983551405

Abstract: In today’s economy every business executive is looking for ways to reduce costs and improve customer satisfaction. Most of the usual steps, like cutting payroll, reducing expenses, and negotiating better deals, have been exhausted. Business leaders are now looking for new ideas to achieve their goals. In many organizations, reverse logistics is an area of untapped opportunity that can have a positive impact on both customers and earnings. It takes leadership and resources in order to take advantage of these opportunities but the payback can be significant. If you are new to the world of returns management the question is “How do you find hidden profits in reverse logistics?” “An Executive’s Guide To Reverse Logistics” has the answers. If you are a supply chain executive who needs to understand more about reverse logistics, or if you are a CEO or CFO looking for ways to reduce the financial impact of product recalls and customer returns, this book is for you. “An Executive’s Guide To Reverse Logistics” is filled with explanations, facts, process flows, diagrams, tools, and best practices developed over the authors’ combined 40 years of hands-on, reverse logistics experience. Simply put, this book is a roadmap that will help you find hidden profits by managing returns.

Author/s: Philip Slater
Language: English

https://www.amazon.com/Smart-Inventory-Solutions-Phillip-Slater/dp/0831134011/

Abstract: Engineers and reliability professionals are increasingly being held accountable for materials and spare parts inventory management and in response they need to gain a better understanding of materials and spare parts inventory management principles and practices. This practical book delivers just that.

This new edition will help you get the right parts, in the right place, at the right time, for the right reason. Fully revised, it provides specific coverage of the issues faced in, and requirements for, managing engineering materials and spare parts and what to do to improve your results. It includes 29 exclusive examples and real life case studies to demonstrate the application of the concepts and ideas so that you will easy and quickly understand how to implement them. What’s more it will show you: What to do to truly optimize your inventory holdings, Why inventory levels are almost always too high, How to identifying the factors that have greatest impact on your inventory levels, When to apply the 7 Actions for Inventory Reduction, Where to focus your efforts for greatest effect, and Who to involve in taking action. The concepts, ideas, tools, and processes in this book have helped many companies achieve and sustain results that other inventory tools and approaches just could not match. And it is sure to help you achieve true inventory optimization as well!

Author/s: James A. Alexander
Language: English

https://www.amazon.com/Seriously-Selling-Services-Profitable-Business/dp/0615323243/

Abstract: Finding new, profitable streams of revenue is one of the prime objectives of almost every executive on the planet. But the choices are few, the challenges big, and the results often mixed. Savvy business leaders in all kinds of industries are discovering that selling services cannot only deliver new, profitable growth, but can simultaneously sell more products. Is it simple? No. Is it easy? Of course not. Is it worth the effort? Absolutely! Companies that are successful at selling services receive 25% to 55% of their total revenue from services at profit margins the same or better than product profit margins. Furthermore, these organizations are able to grow their services revenue 25% faster, at margins twice as high, as their competitors. Seriously Selling Services offers research-based, field-proven core and best practices, lessons learned, and benchmarks for building a successful services business. Alexander, a world-renown researcher, speaker, consultant, and best-selling author on the subject of services, brings to light the misconceptions that can stop serious initiatives before they get started and offers fresh insights on how to succeed in this lucrative and worthwhile endeavor. Regardless of the industry you re in, it s time to seriously sell services!

Author/s: Max Muller
Language: English

https://www.amazon.com/Essentials-Inventory-Management-Max-Muller/dp/0814416551/

Abstract: Inventory management is about more than counting what you’ve got. It’s about understanding business realities and making decisions that balance current demand with future needs while keeping overhead and operating costs to a minimum. Now in its Second Edition, “Essentials of Inventory Management” gives inventory professionals the information they need to maximize productivity in key areas, from physical stock issues to problem identification and resolution to technologies like RFID and other automated inventory mechanisms. Perfect for novice and veteran managers alike, this ultra-practical book covers topics such as: forecasting and replenishment strategies; differences between retail and manufacturing inventories; materials requirements planning and just-in-time inventory systems; simple formulas for calculating quantities and schedules; management of inventory as a physical reality and a monetary value; and, supply chain risk management. Complete with detailed examples, handy tools, and a revised and expanded chapter analyzing ‘Why Inventory Systems Fail and How to Fix Them’, this nontechnical yet thorough guide is perfect for both instructional and on-the-job use.

Author/s: Arash Del Javan & Saeed Hassanzadeh Touri
Language: English

https://www.amazon.co.uk/Servitization-Classification-Categorization-Arash-Javan/dp/365930249X/ref=pd_sim_sbs_b_2

Abstract: Service industries have grown significantly through past decades, and have become dominant concept in todays economy. Saturation of market regarding tangible products has made manufacturers look for innovative solutions to be able to provide more value for the customers. Adding services, making long term relation with customers, satisfying customers needs, respecting to customer demands as well as differentiating the products from competitors are some examples of the solutions. Servitization, the term coined by Vandermerwe and Rada (1988), is now widely recognized as the process of creating value by adding services to products. factors such as; financial, marketing, and competitive advantages play a vital role for manufacturers to accept the challenges to be service providers as well as to gain profit and stable share of the market. Obviously, applying Servitization trend is not simple, and drivers make manufacturers to cope with challenges. In the current book, seven major challenges facing manufacturers toward Servitization were found and described as; cultural, managerial, marketing, production, delivery, product-design, and communication. In order to describe Servitization

Author/s: Bjoern Bartels, Ulrich Ermel, Peter Sandborn & Michael G. Pecht
Language: English

https://www.amazon.com/Strategies-Prediction-Mitigation-Obsolescence-Engineering/dp/1118140648

Abstract: A complete set of tools for managing obsolescence in long-field life systems. As new electronic component technologies are developed, the older component technologies and the components themselves often become obsolete. This obsolescence of components can pose a serious risk for systems that rely on such components, especially if the systems have long-life requirements. The first complete, self-contained book to address this growing global industrial problem, Strategies to the Prediction, Mitigation, and Management of Product Obsolescence provides engineers and managers with the tools they need to implement a comprehensive obsolescence management system in diverse industries, from defense and aviation to communications and industrial controls.

The book begins with the fundamental issues associated with the occurrence of obsolescence, then goes on to present a complete process for predicting and managing obsolescence using principles of project management. Both reactive and proactive strategies for managing obsolescence are discussed, as well as how to strategically plan the life-cycle management of systems.  A must-have work for all professionals in product/project management, sustainment engineering, and purchasing, this book is an invaluable resource for anyone wishing to learn how to mitigate the adverse effects of obsolescence on systems and products.

Author/s: Timothy Baines & Howard Lightfoot
Language: English

https://www.amazon.com/Made-Serve-manufacturers-compete-servitization/dp/1118585313

Abstract: A comprehensive, practical introduction to one of the most important new trends in manufacturing, globally. The delivery of a service component as an added value when providing products, servitization is all the rage in the manufacturing sector around the world. Yet, despite the clear competitive advantage of servitization, most manufacturers remain reluctant to venture into, what for them, is a strange new world. Written by a team of internationally respected servitization experts and innovators, this book provides you with a detailed road map for successfully navigating the servitization terrain. Unlike most authors on the subject who merely sing the praises of servitization, Baines and Lightfoot provide you with a framework for accessing the feasibility of adopting a services-led competitive strategy in your company, along with strategies for designing and implementing the kinds of service offerings customers increasingly are coming to expect.

Author/s: T.Alonso-Rasgadoa, G.Thompson, B.Elfström
Language: English

https://www.tandfonline.com/doi/full/10.1080/09544820412331271176?scroll=top&needAccess=true

Abstract: Total Care Products (Functional Products) are integrated systems comprising hardware and support services. The Functional Product supplier provides all the support systems that are required to keep the hardware operable. The support systems are often referred to as ‘services’. The success of Total Care Products depends upon both hardware and services. Well established methods exist for the design of hardware. In comparison, design processes and methods for services are not so well developed.

This paper is concerned with the definition and design of functional Products, in particular design of services in the context of Total Care Products. Literature from the service sector is reviewed exten-sively to identify the principal components of service design. The information required for the execution of each component of the process, and outputs of each component, are considered with respect to the design of Total Care Products. Of particular interest is the customer-supplier relationship throughout the design process.

The design of a Total Care Product may involve the creation of a new service system or there may be an existing system that may be adapted or developed. Similarly, hardware may be mature or be a completely new product. There are therefore number of permutations of novelty and maturity in the hardware and service components of a new Total Care Product. The design processes and methods employed must take into account the required degree of novelty in each component. Typically a customer will be given a guarantee of a certain level of availability of the Total Care Product. This brings into sharp focus the reliability and maintainability of the total system. Further research directions in Total Care Product design are identified especially related to functional reliability.

Author/s: Carolina Cardona; Lovisa Karlsson
University: Mälardalen University Sweden
Language: English

https://www.diva-portal.org/smash/get/diva2:643293/FULLTEXT01.pdf

Abstract: This master thesis has been written on behalf of ABB Operation Center SE in Västerås. It is the last step of the master program in engineering – Innovation, Production and Logistics, at Mälardalen University, Eskilstuna.

ABB is an industrial company and a global leader in power and automation technologies and the role of ABB Operation Center is to provide aftermarket products and services all over the world. They offer spare parts, reparations, upgrades and exchange units for a large part of the products that ABB have.

With an overall knowledge and experience they provide solutions with availability and speed as their catchwords. Together with other ABB units and customers they develop the future aftermarket concept for industries all over the world. This is not an easy task since they handle articles that have a large range and the demand for service is high but the volumes are small and uncertain.

The purpose of this thesis is to find a strategy, or several strategies, in order to improve an inventory management that handles aftermarket articles. These strategies are built on four research questions.

In this thesis the authors, that are master students at Mälardalen University, have come up with suggestions for inventory management through four steps; planning, theoretical framework, benchmarking and analysis.

The research questions, structured in the planning step, are followed up in each chapter of the report. The data was collected and analyzed and the most useful information is presented in the theory, which is the base of this thesis, with focus on inventory management and aftermarket.

A benchmarking has also been done at four other companies that handle aftermarket. Here questions concerning the areas where ABB has issues were asked and answered. The information from the benchmarking together with the theoretical framework has formed to a suggestion of how ABB Operation Center SE should structure their work in order to manage their inventory in better way.

Author/s: Magnus Cullbrand & Linnéa Levén
Language: English
University: Chalmers Universitet, Sweden

https://publications.lib.chalmers.se/records/fulltext/159186.pdf

Abstract: This master thesis deals with pricing of spare parts. Spare part pricing is the
combination of the research field of pricing with the characteristics of spare parts. The volume of the spare parts is vast compare to the primary products. Spare parts usually stand for a minor part of the sales but a large part of the company’s profit. Price has a great leverage on profit compared to an increase in sales volume or cost cutting. Therefore, the profit potential of spare parts pricing is substantial.

Moreover, a consistent pricing logic can decrease the amount of customer complaints, and increase the customer satisfaction and loyalty. A company that has identified this profit potential is the forklift manufacturer Atlet. Atlet Part Logistic (APL) is the department responsible for spare part activities and is investigating the possibilities to improve the spare part pricing.
In order to do this three main research areas have been identified: pricing strategies, pricing methodologies and pricing tools.

The purpose of this master thesis was to propose an applicable pricing strategy
for APL and to identify methods and pricing tools supporting this strategy.