 A three-stage field service management model for effective post-sales service supply chain managementStephen C. Shih International Journal of Manufacturing Technology and Management, 2007, vol. 12, issue 4, 384-404 Abstract: Addressing the dynamic and unique characteristics of post-sales field service management, this paper proposes a Three-Stage Field Service Management (3S-FSM) model with optimisation and advanced information technology capabilities for effective post-sales e-service supply chain management. The 3S-FSM model involves a novel approach to creating a new paradigm of supply chain management focusing on implementing integrated Condition-Based Maintenance (CBM) and intelligent field service scheduling solutions in three areas: (1) prognostic CBM capabilities enabled by data mining, (2) prescheduling service territory and field service planning by mathematical programming and service job clustering techniques and (3) multi-criteria field service scheduling and post-scheduling systems learning using fuzzy logic. Keywords: service SCM; supply chain management; condition-based maintenance; CBM; service territory planning; field service scheduling; data mining; fuzzy logic; optimisation; value chain management; modelling; post-sales field service; field service management; information technology; e-service. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijmtma:v:12:y:2007:i:4:p:384-404 Access Statistics for this article More articles in International Journal of Manufacturing Technology and Management from Inderscience Enterprises Ltd |
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