Autor: Eckhard Lindemann

In light of the current trend towards higher customer demands on logistics performance on the one hand and reduction of internal logistics cost on the other, key performance indicators (KPIs) gain importance. This article provides managers by means of a concise model with sound grasp of the interdependencies between logistics factors and its time-wise interactions. Concrete management measures are being derived from the model in order to improve KPIs sustainably. As a matter of fact, the model highlights the key role of program planning for the management of logistics performance.

Eroding margins for primary products have redirected many firms’ attention to the highly profitable After Sales Service (ASS), because of its high revenue and profit contribution. Trying to tap the high potential, companies are faced with numerous problems. This paper presents a strategy- and lifecycle-oriented approach for ASS to meet these challenges.