SERVICE PARTS LOGISTICS - A BENCHMARK ANALYSIS

This paper summarizes the results of a benchmark study focusing on aft er-sales service logistics systems for technologically complex high-va lue products, i.e., in the computer industry. Current industrial pract ices and trends in service logistics operations are reported on. Speci fic data on costs, revenues, service measures, control policies, and d istribution strategies were collected and used to define best practice performance. Analysis methodologies to support cross-sectional compar isons and causal factors are discussed.