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.
- ISBN10 0133758621
- ISBN13 9780133758627
- Publish Date 11 September 2013 (first published 7 September 2013)
- Publish Status Active
- Publish Country US
- Publisher Pearson Education Limited
- Imprint Addison Wesley
- Format eBook
- Language English