Customer asset management at DHL in Asia

2011 ◽  
Vol 1 (1) ◽  
pp. 1-6
Author(s):  
Jochen Wirtz ◽  
Indranil Sen ◽  
Sanjay Singh
Keyword(s):  
Asset Management ◽  
Management System ◽  
High Volume ◽  
Spare Parts ◽  
Customer Segmentation ◽  
Total System ◽  
Content Type ◽  
Customer Churn ◽  
Logistics Company ◽  
Wide Range

Subject area Marketing; customer segmentation; operations and logistics. Study level/applicability Undergraduate business and management students, MBA/MA level application for international marketing modules incorporating customer segmentation and customer asset management. Case overview DHL, the international air express and logistics company, serves a wide range of customers, from global enterprises with sophisticated and high volume supply-chain solutions shipping anything from spare parts to documents, to the occasional customer who ships the odd one or two documents a year. To be able to effectively manage such a diverse customer base, DHL implemented a sophisticated customer segmentation cum loyalty management system. The focus of this system is to assess the profitability from its customers, reduce customer churn, and increase DHL's share of shipments. Expected learning outcomes Case teaching objectives: to demonstrate the concept of customer segmentation with loyalty management as a total system in a logistics company setting, and to evaluate appropriateness of the classification; to utilize the concept of service tier model within the company's current operations, and to evaluate the effectiveness of the model; to analyze the implementation of the customer segmentation cum loyalty management system and development of the necessary rules required to classify the various accounts into categories; to highlight the possible challenges arising from the implementation of customer segmentation cum loyalty management system, and to discuss possible methods of resolution. Supplementary materials Teaching note.

scholarly journals Building information modelling to support maintenance management of healthcare built assets

Facilities ◽  
2019 ◽  
Vol 37 (7/8) ◽  
pp. 415-434 ◽  
Author(s):  
Nadeeshani Wanigarathna ◽  
Keith Jones ◽  
Adrian Bell ◽  
Georgios Kapogiannis
Keyword(s):  
Health Care ◽  
Decision Making ◽  
Conceptual Framework ◽  
Asset Management ◽  
Building Information Modelling ◽  
Content Type ◽  
Information Modelling ◽  
Wide Range ◽  
Building Information ◽  
Use Phase

Purpose This paper aims to investigate how digital capabilities associated with building information modelling (BIM) can integrate a wide range of information to improve built asset management (BAM) decision-making during the in-use phase of hospital buildings. Design/methodology/approach A comprehensive document analysis and a participatory case study was undertaken with a regional NHS hospital to review the type of information that can be used to better inform BAM decision-making to develop a conceptual framework to improve information use during the health-care BAM process, test how the conceptual framework can be applied within a BAM division of a health-care organisation and develop a cloud-based BIM application. Findings BIM has the potential to facilitate better informed BAM decision-making by integrating a wide range of information related to the physical condition of built assets, resources available for BAM and the built asset’s contribution to health-care provision within an organisation. However, interdepartmental information sharing requires a significant level of time and cost investment and changes to information gathering and storing practices within the whole organisation. Originality/value This research demonstrated that the implementation of BIM during the in-use phase of hospital buildings is different to that in the design and construction phases. At the in-use phase, BIM needs to integrate and communicate information within and between the estates, facilities division and other departments of the organisation. This poses a significant change management task for the organisation’s information management systems. Thus, a strategically driven top-down organisational approach is needed to implement BIM for the in-use phase of hospital buildings.

scholarly journals Omni-channel users and omni-channel customers: a segmentation analysis using distribution services

2019 ◽  
Vol 23 (3) ◽  
pp. 415-436 ◽  
Author(s):  
Monica Cortiñas ◽  
Raquel Chocarro ◽  
Margarita Elorz
Keyword(s):  
Customer Service ◽  
Multinomial Logit Model ◽  
Customer Segmentation ◽  
Future Research ◽  
Economic Implications ◽  
Content Type ◽  
Price Perception ◽  
Distribution Services ◽  
Wide Range ◽  
Channel Segment

Purpose Consumers are increasingly combining distribution channels, thus displaying so-called omni-channel behavior, both to complete a given purchase and between purchases. The authors make a distinction between omni-channel customers, who make use of distribution services in both channels and omni-channel users, who make partial use of the distribution services of one channel to support purchases in another. This paper aims to identify the omni-channel behavior among the customers of a global fast fashion retailer dealing in a wide range of apparel and clothing accessories. Design/methodology/approach Using a multinomial logit model, the authors perform a customer segmentation based on observed omni-channel behavior, considering the explanatory roles of demographics, distribution service features and customer service policies across the different retail channels. Findings The authors observe that the key retail channel features for explaining omni-channel customer behavior are product accessibility, both in store and online; the assurance that goods purchased online will satisfy the customer’s needs and expectations; and the option to return goods found unsatisfactory. Practical implications The results clearly show that the nature of the visits and purchases made by customers is determined by various components of the companýs customer service policy, which can, therefore, be used to guide the retailer’s segmentation strategy. Originality/value Future lines of research should explore the economic implications of this customer segmentation. The price perception data emerging from our findings suggest a greater sensitivity to prices in the mono-channel segment, which might be worth exploring in future research. Future research Future lines of research should explore the economic implications of this customer segmentation. The price perception data emerging from our findings suggest a greater sensitivity to prices in the mono-channel segment which might be worth exploring in future research.

Wider applications for Lean

2014 ◽  
Vol 63 (5) ◽  
pp. 550-568 ◽  
Author(s):  
Nicola Bateman ◽  
Peter Hines ◽  
Peter Davidson
Keyword(s):  
Public Sector ◽  
Public Service ◽  
High Volume ◽  
Royal Air Force ◽  
Content Type ◽  
Lean Principles ◽  
The Public ◽  
Lean Enterprise ◽  
Wide Range ◽  
The Uk

Purpose – The lean enterprise model has been adopted in a wide range of industries beyond its origins in the motor industry. To achieve this there has been a considerable extension of the lean concept outside high-volume repetitive manufacture. The purpose of this paper is to present an in-depth study of the application of lean within the British Royal Air Force. It offers a number of new insights which have implications for the future development and adoption of lean in service contexts, and the public sector in particular. Design/methodology/approach – To illustrate the issues of application of lean outside automotive, this paper considers the adoption of the lean concept by the Tornado joint integrated project team within the UK Ministry of Defence. A review of methods of application of lean used within Tornado are studied. The paper considers how the fundamental principles of lean apply in this environment and how, considering these principles, methods of implementation should be modified. Findings – This paper finds that the five lean fundamental principles apply in Tornado but they need to considered specifically within the public service context particularly the pull principle. Hence the authors offer three propositions relating to the use of the lean principles of value, waste, flow and pull in the public sector, and one for perfection only relating to military organisations. Originality/value – This paper makes an important contribution by demonstrating that lean can be successfully applied, in a public service context, with only modest modifications to its core principles, principally about how customer demand (pull) is managed. The implication of this finding demonstrates that to be adopted successfully, lean must be adapted to its context and the lean principles need to be reviewed too.

Smart spare parts management systems in semiconductor manufacturing

2017 ◽  
Vol 117 (4) ◽  
pp. 754-763 ◽  
Author(s):  
Meimei Zheng ◽  
Kan Wu
Keyword(s):  
Inventory Management ◽  
Management System ◽  
Semiconductor Manufacturing ◽  
Big Data Analytics ◽  
Spare Parts ◽  
Content Type ◽  
Inventory Management System ◽  
Spare Parts Management ◽  
New Business ◽  
Real Time Information

Purpose The purpose of this paper is to propose a smart spare parts inventory management system for a semiconductor manufacturing company. Design/methodology/approach With the development of the Internet of Things and big data analytics, more information can be obtained and shared between fabs and suppliers. Findings On the basis of the characteristics of spare parts, the authors classify the spare parts into two types, the consumable and contingent parts, and manage them through a cyber-physical inventory management system. Originality/value In this new business model, the real time information from machines, shop floors, spare parts database and suppliers are used to make better decisions and establish transparency and flexibility between fabs and suppliers.

Integrating lean and visual management in facilities management using design science and action research

2017 ◽  
Vol 7 (3) ◽  
pp. 300-312 ◽  
Author(s):  
Audrey Lynn Schultz
Keyword(s):  
Action Research ◽  
Asset Management ◽  
Management System ◽  
Design Science ◽  
Original Research ◽  
Facilities Management ◽  
Bottom Line ◽  
Content Type ◽  
Lean Principles ◽  
A Value

Purpose The purpose of this paper is to create a value-based facilities management (FM) workplace by integrating lean principles, lean concepts, and specifically visual management technologies to improve efficiency, transparency, and value in the built environment. Design/methodology/approach The original research methodology used design science research framework with an action research (AR) approach. The chosen qualitative research methods included questionnaires, unstructured and semi-structured interviews, and participatory observation in action. Findings The facilities asset management department needs to align itself more strategically with organization leadership by understanding core business values, mission, and vision. It is essential they become a partner in creating a value-based contribution to the organizations bottom line and strategic plan. This can be established by embracing lean principles, concepts, and visual technologies, strategically linking the FM and asset management department to the organization holistically. The research acknowledged that a lean visual workplace management system could be introduced in facilities asset management with success. The findings suggest that change management should form part of the lean journey. Research limitations/implications The original research was limited in scope to one UK university estates and property services department’s lean journey and their third party outsourced FM service provider. Originality/value By using the visual workplace management system to integrate lean and visual management technologies in FM asset management systems value-based FM services and recognition from the C-suite will be achieved. Additionally, a new design science framework with an AR approach was developed as a research method

scholarly journals Printing spare parts through additive manufacturing: legal and digital business challenges

2018 ◽  
Vol 29 (6) ◽  
pp. 958-982 ◽  
Author(s):  
Rosa Maria Ballardini ◽  
Iñigo Flores Ituarte ◽  
Eujin Pei
Keyword(s):  
Additive Manufacturing ◽  
Intellectual Property ◽  
Manufacturing Industry ◽  
Patent Protection ◽  
Case Study Research ◽  
Business Environment ◽  
Spare Parts ◽  
Structured Interviews ◽  
Content Type ◽  
Wide Range

Purpose The purpose of this paper is to investigate the technology, business and intellectual property issues surrounding the production of spare parts through additive manufacturing (AM) from a digital source. It aims to identify challenges to the growth of the AM spares market and propose suitable solutions. Design/methodology/approach The paper begins with a systematic literature review and theoretical analysis. This is followed by case study research through semi-structured interviews, forming the basis of a triangulated, cross-case analysis of empirical data. Findings The paper identifies several obstacles to the development of the AM-produced digital spares market. The manufacturing industry will soon be forced to re-think AM as a real manufacturing alternative. Short-term, AM technology has implications for the production of components for legacy systems for which tooling facilities no longer exist. Long-term, AM will be used to produce a wide range of components especially when product and/or service functionality can be increased. To enable companies to navigate current uncertainties in the patent framework (especially the “repair vs make” doctrine), new intellectual property rights strategies could be developed around patenting both complex devices and their individual components, and seeking patent protection for CAD files. Further harmonization of the EU legal framework, the interpretation of claims and the scope of protection offered in the context of spare parts, will also be important. Originality/value This study pinpoints key issues that need to be addressed within the European AM business environment and the patent system and proposes recommendations for business and legal frameworks to promote the growth of a stable European digital spare parts market.

Slow moving stock problem: empirical evidence from Malaysia

2018 ◽  
Vol 60 (5) ◽  
pp. 1148-1162
Author(s):  
Anuar Nawawi ◽  
Ahmad Saiful Azlin Puteh Salin
Keyword(s):  
Inventory Management ◽  
Internal Control ◽  
Management System ◽  
Spare Parts ◽  
Automotive Sector ◽  
Stock Management ◽  
Academic Journal ◽  
Content Type ◽  
Management Processes ◽  
Stock Management System

Purpose The purpose of this study is to identify weaknesses in the internal control of the stock management processes and provide recommendations to improve those weaknesses. The study also analyses whether the current stock management processes are adequately documented and updated regularly. Design/methodology/approach One company involved in the automotive industry was selected as a case study and its stock management examined, focusing on the processes involved and the reliability of the current inventory system. Data were collected via interviews with the selected staff and document analysis on various financial and non-financial company records. Findings The results show that there are loopholes and weaknesses in the current stock management system. This is because of poor technology and a lack of exposure and knowledge of staff involved in the stock management system. Research limitations/implications As this research is based on one company as a study case, generalization must be done with precaution. Access to certain important documents was denied because of the confidentiality. Practical/implications This study will help companies in the automotive sector to improve their stock management process, allowing for more efficient cost control and better services to customers. Specifically, this study identifies weaknesses in the current inventory management and provides recommendations to overcome those weaknesses. This will indirectly prevent fraud and theft and safeguard the cash flow of the company by improving the operation of the procurement and spare parts stock control department. Originality/value This study is original, as it focuses on a company that operates in the automotive sector, which is rare in the internal control literature, particularly in developing markets such as Malaysia. It contains examinations of various internal documents that are generally difficult to be accessed by researchers for the publication in an academic journal.

Design and performance evaluation of a parking management system for automated, multi-story and robotic parking structure

2019 ◽  
Vol 12 (4) ◽  
pp. 444-465 ◽  
Author(s):  
Gursel Serpen ◽  
Jayanta Debnath
Keyword(s):  
Performance Evaluation ◽  
Real Time ◽  
Management System ◽  
Intelligent System ◽  
Search Algorithm ◽  
Content Type ◽  
Storage And Retrieval ◽  
Wide Range ◽  
Parking Management ◽  
And Performance

Purpose The purpose of this paper is to present design and performance evaluation through simulation of a parking management system (PMS) for a fully automated, multi-story, puzzle-type and robotic parking structure with the overall objective of minimizing customer wait times while maximizing the space utilization. Design/methodology/approach The presentation entails development and integration of a complete suite of path planning, elevator scheduling and resource allocation algorithms. The PMS aims to manage multiple concurrent requests, in real time and in a dynamic context, for storage and retrieval of vehicles loaded onto robotic carts for a fully automated, multi-story and driving-free parking structure. The algorithm suite employs the incremental informed search algorithm D* Lite with domain-specific heuristics and the uninformed search algorithm Uniform Cost Search for path search and planning. An optimization methodology based on nested partitions and Genetic algorithm is adapted for scheduling of a group of elevators. The study considered a typical business day scenario in the center of a metropolis. Findings The simulation study indicates that the proposed design for the PMS is able to serve concurrent storage-retrieval requests representing a wide range of Poisson distributed customer arrival rates in real time while requiring reasonable computing resources under realistic scenarios. The customer waiting times for both storage and retrieval requests are within acceptable bounds, which are set as no more than 5 min, even in the presence of up to 100 concurrent storage and retrieval requests. The design is able to accommodate a variety of customer arrival rates and presence of immobilized vehicles which are assumed to be scattered across the floors of the structure to make it possible for deployment in real-time environments. Originality/value The intelligent system design is novel as the fully automated robotic parking structures are just in the process of being matured from a technology standpoint.

Asset Management of low-zero carbon technology in social housing

2014 ◽  
Vol 32 (1) ◽  
pp. 14-31 ◽  
Author(s):  
Jim Kempton
Keyword(s):  
Asset Management ◽  
Social Housing ◽  
Negative Impact ◽  
Housing Stock ◽  
Housing Sector ◽  
Structured Interviews ◽  
Content Type ◽  
Building Process ◽  
Wide Range ◽  
Zero Carbon

Purpose – Households account for 27 per cent of the UK's total CO2 emissions therefore addressing housing energy efficiency has become a priority. Low-zero carbon technologies (LZCTs) for both new-build and the existing housing stock are one mechanism to reduce CO2. A gap in previous research into the subject was identified – the ongoing maintenance or “Asset Management” of LZCTs. This is important, inefficient or ineffective Asset Management may have a negative impact on the sustainability of energy efficient housing stock from a number of perspectives, including physical, social and economic. This paper aims to discuss these issues. Design/methodology/approach – The research presents a sector based study of the English social housing sector with seven individual organisations (known as “Registered Social Landlords”) represented by senior Asset Management practitioners, providing the units of analysis. Semi-structured interviews were conducted to evaluate the past, current and future ability of the sector to successfully maintain LZCTs. The interviews were coded and a theme/sub-theme building process undertaken. Findings – The interview analysis yielded three main themes (Asset Management Planning, Maintenance Skills and Occupier Impacts) and 12 sub-themes. Some of these confirmed findings from the literature review but others had not been previously located including inter-departmental conflicts and occupiers taking responsibility for maintenance. Originality/value – A paucity of previous work specifically relating to Asset Management and LZCTs in the social housing sector was found. The findings should therefore be of interest to a wide range of stakeholders including registered providers, asset managers, surveyors, developers and policy makers.

Asset Inspection Management System as a Reliable Inspection/ Monitoring Tool

2020 ◽  
Vol 78 (12) ◽  
pp. 1276-1285
Author(s):  
Shibu John A
Keyword(s):  
Asset Management ◽  
Management System ◽  
Balance Sheet ◽  
Integrity Assessment ◽  
Material Evaluation ◽  
The People ◽  
Physical Assets ◽  
Asset Management System ◽  
On Time Delivery ◽  
Capital Intensive

Enterprise asset management (EAM) systems are used by asset owners and/or operators to manage the maintenance of their physical assets. These assets, including equipment, facilities, vehicles, and infrastructure, need maintenance to sustain their operations. An EAM system provides the means to have less unplanned downtime and extended asset longevity, which offers clear business benefits that improve the profit and loss statement and balance sheet. Particularly for capital-intensive industries, like drilling and exploration, the failure of on-time delivery of critical equipment or processes is disruptive and costs nonproductive time and customer satisfaction. Organizations understand these issues and employ an appropriate asset management system to engineer their asset maintenance and management. An EAM system is needed to manage the people, assets/equipment, and processes. EAMs are used to plan, optimize, execute, and track the needed maintenance activities with associated priorities, skills, materials, tools, and information. Similarly, nondestructive testing (NDT) is used as a tool for integrity assessment of assets in drilling and exploration. The main advantage of using NDT is that the item’s intended use or serviceability is not affected. The selection of a specific technique should be based on knowledge and skills that include design, material processing, and material evaluation. Validating the purpose of this paper, we emphasize the importance of optimizing the asset utilization and serviceability to enhance overall efficiency by integrating EAM software that manages assets, the operation management system (OMS) controlling the processes, and asset inspection management systems (AIMSs).

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