Proceedings of ICLT 2017
PURSUING SUPPLY CHAIN SERVICE EXCELLENCE AT A REGIONAL SERVICE CENTRE
Yong Fah Yan; Tony Halim; Tan Yan Weng
Singapore University of Social Sciences, Singapore; Temasek Polytechnic, Singapore; Singapore University of Social Sciences, Singapore
International Conference on Logistics & Transport 2017, Bangkok, Thailand, pp. 302-310
Download PDF | View interactive page
Abstract
Purpose: This research project is a real-life case study on an international company that specializes in Test and Measurement instruments which provides various services and solutions to customers in the electronic measurement industry. At one of their Singapore Service Centre, there was a substantial dropped in their customer satisfaction scores attributed to frequent customer complaints. The aim of this project is to purse service excellence in the company’s Singapore service centre using six sigma techniques to identify factors that has influence over customer satisfaction as well as to uncover logistic issues that lead to customer dissatisfactions Design/methodology/approach: The goal of this case study is to provide initiatives to purse service excellence for the company’s Singapore Service Centre. The approach used is to utilise Six-Sigma (DMAIC) methodology as the overarching design and using qualitative and quantitative technique to collect and analyse the data. Findings: Customers’ feedback from survey results are sorted into different categories. Using Pareto analysis, we have identified the main critical factors that contributed to most customer dissatisfaction are service turn-around time (33%), service quality (28%) and communication (20%) whereby customers expect a shorter service time of their equipment with better service quality and more efficient communications. Since service turn-around time (TAT) has the highest impact to customer dissatisfaction, an-depth root cause analysis was performed to identify factors that influenced the service turn-around time, which mainly due to work processes, people, availability of resources (core equipment, tools, parts) and environment issues. Research limitations/implications (if applicable): In a service center context, delay is unavoidable and cannot be totally eliminated due to unexpected factors such as availability of parts, sudden technical failures on core equipment or traffic conditions, etc. However, it
Keywords
Parts Management; Repair center; supply chain management; Six Sigma
Citation
Yong Fah Yan; Tony Halim; Tan Yan Weng (2017). PURSUING SUPPLY CHAIN SERVICE EXCELLENCE AT A REGIONAL SERVICE CENTRE. Proceedings of the International Conference on Logistics & Transport (ICLT 2017), Bangkok, Thailand, pp. 302-310.