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Global Service Parts Logistics in the High Tech Sector

Published by: Transport Intelligence, Ltd.

Published: Feb. 1, 2007 - 140 Pages


Table of Contents



1.0 About Transport Intelligence

2.0 Contents

3.0 Introduction

3.1 What is service parts logistics?

3.2 The service parts logistics model

3.3 Performance Based Logistics

4.0 Telecommunications

4.1 Defining the market

4.2 Main players: OEMs

4.3 Market Structure & Logistics Characteristics

4.3.1 Geography of the old telecom industry

4.3.2 Logistics in the Telecommunications Supply Chain

4.4 Evolution of the Information & Communications Technology (ICT) market

4.5 Geography of the New ICT/Internet industry

4.6 Characteristics of the ICT Supply Chain

4.7 New Supply Chain Geography

4.8 Implications for markets for Logistics Services

5.0 ICT Sector demand-side profiles

5.1 Public Service Network Operators

5.1.1 British Telecom

5.1.2 Deutsche Telekom

5.2 Telecom /ICT OEMs

5.2.1 Ericsson

5.2.2 Siemens

5.2.3 Cisco

5.2.4 IBM

6.0 Computer and office equipment

6.1 Market trends

6.2 Warranty trends

6.3 Leading manufacturers

6.4 Contract Electronic Manufacturing companies

6.4.1 Case study - HP and Solectron

6.5 Photocopiers

6.5.1 The requirement For Customer Service in the Photocopier Market

6.5.2 Logistics Infrastructure

6.5.3 Conclusion

7.0 Medical Technology

7.1 Types of Logistics Services Required in the Medical Services Sector

8.0 Market Sizing & Forecasts

8.1 Summary

8.2 Market sizing - Telecommunications

8.3 Market sizing - IT Services

8.4 Market sizing - Computer and Office Equipment

8.5 Market sizing - Medical Technology

9.0 Supply side SPL

9.1 Logistics Models

9.1.1 SPL Services

9.1.2 Network Density

9.2 What the customer looks for in an SPL provider

9.3 Summary

10.0 SPL Provider Profiles

10.1 UPS Supply Chain Solutions

10.1.1 Expansion through acquisition

10.1.2 Customers

10.1.3 Warehousing/Distribution Centres

10.1.4 Transport Provision

10.1.5 News feed - SPL Contracts and developments

10.2 DHL

10.2.1 DPWN, DHL and the ICT SPL market

10.2.2 Customers

10.2.3 News Feed - SPL Contracts

10.3 TNT/CEVA Logistics

10.3.1 TNT Storapart

10.3.2 CEVA Logistics services

10.3.3 CEVA Logistics Capabilities

10.3.4 CEVA Logistics ICT Customer base

10.3.5 TNT Presence in ICT

10.3.6 News feed - SPL Contracts

10.4 FedEx

10.4.1 Infrastructure

10.4.2 Geography

10.4.3 FedEx’s offer to the ICT market

10.4.4 Customers

10.4.5 FedEx presence in the ICT SPL market

10.5 Other SPL providers

10.5.1 Kuehne + Nagel

10.5.2 Schenker/Bax

10.5.3 Cat Logistics

10.5.4 arvato logistics services

10.5.5 Choice Logistics

10.5.6 Geodis

10.5.7 UTL

10.5.8 Apple Express

10.5.9 Network Courier (NCL)

10.5.10 Flash Global Logistics

10.5.11 New Breed Logistics

11.0 Service Parts Optimisation Software

12.0 Pick Up/Drop Off Networks

12.1 ByBox

12.2 Kiala

12.3 RelayStar

12.4 ParcelXchange

13.0 Contact Transport Intelligence

Abstract

Service Parts Logistics is one of the key growth areas in the global logistics market. The importance to manufacturers of after sales service as a product differentiator has developed significantly over the last decade, as many high tech products have become increasingly commoditised.

At the same time as being required to provide exceptional customer service by maximising ‘up time’, manufacturers are facing the challenge of reducing inventory levels. If they fail to deliver world class after sales service they risk devaluing their brand, and losing ground to competitors which have endorsed the importance of providing a comprehensive, whole-life service.

The need to deliver enhanced levels of customer service (for which they can charge premium prices), has led many manufacturers to position product parts in close proximity to their clients. Many sectors - medical technology for example - require service recovery in hours, if not minutes, due to the criticality of the nature of their business.

From a supply chain perspective, the importance which manufacturers are now placing on the service side of their business has led to much more stress in the system, as locating parts close to customers can lead to vastly over-stocking.

How this seeming paradox is reconciled is one of the greatest issues facing the industry. Global Service Parts Logistics for the High Tech Sector sets out how many companies are going about meeting this challenge.

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