Saturn's Supply - Chain Innovation : High Value in After - Sales Service  

Oleh:

Lee, Hau L. ; Cohen, Morris A. ; Willen, Don ; Cull, Carl

Jenis: Article from Bulletin/Magazine - ilmiah internasional
Dalam koleksi: Sloan: Management Review vol. 41 no. 4 (2000), page 93-101.
Topik: value; supply chain; innovation; high value; sales service

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: SS27.2 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

When it comes to combining a high level of customer service with a lean and efficient supply chain, few companies can match Saturn's after - sales service business. According to the four authors (a Saturn manager, a former manager from parent company General Motors, and supply - chain experts from the Wharton School and from Stanford University), Saturn has a twofold source of strength. It has a service - supply -c hain strategy that can match the urgency of its customer's varying needs. And it shares both authority and risk with channel partners - making them more willing to help execute the strategy. The company adopted and continues to refine the concept of jointly managed inventory, a variant of vendor - managed inventory that involves sharing inventory risks with Saturn retailers (dealers). The implications extend beyond the automotive industry : Companies that match their parts - supply strategy to the criticality of the customers need for the part can dramatically improve satisfaction in after - sales interactions.

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