Tussle between Maintaining Customer Satisfaction and Supply Chain Constraints: IGNYS Automotive
- By Chuck Munson
- Published Sep 11, 2013 by FT Press.
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Description
- Copyright 2014
- Edition: 1st
- eBook
- ISBN-10: 0-13-358549-2
- ISBN-13: 978-0-13-358549-0
This new case study focuses on turning around deteriorating customer satisfaction associated with inefficiencies in the spare parts operation of a $10 billion Indian automotive company. It reviews current processes for both urgent and standard orders; addresses participants including vendors, local "Carry Forward Agents," dealers, customers, and the company's sourcing divisions; and addresses both material and information flows. Focusing on realistic issues throughout, this case study offers exceptional value to both students and practitioners. Authors: Satish Kumar and Dileep More, both from the Indian Institute of Management.
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