Description

This curriculum spans the design and execution of a multi-workshop operational program focused on service parts metrics, comparable to an internal capability build for global service supply chains.

Module 1: Defining and Classifying Service Parts Metrics

Selecting between availability, fill rate, and cycle time as primary KPIs based on service level agreements and customer expectations.
Classifying parts into fast-, slow-, and non-moving categories using historical demand frequency and volume thresholds.
Implementing a consistent part criticality scoring system that incorporates equipment downtime cost and safety impact.
Resolving conflicts between financial inventory valuation and operational service metrics in multi-divisional organizations.
Standardizing metric definitions across global regions to enable benchmarking while accounting for local regulatory constraints.
Designing exception reporting rules to flag metric deviations without overwhelming planners with false alarms.

Module 2: Demand Forecasting for Intermittent Parts

Choosing between Croston’s method, SBA, and TSB for forecasting low-turn parts based on demand pattern stability.
Adjusting baseline forecasts for known future events such as product end-of-life or fleet expansion.
Integrating field repair data into forecasting models to reflect actual part consumption versus issue records.
Managing forecast overrides in a controlled manner to prevent planner bias from distorting statistical outputs.
Validating forecast accuracy using holdout samples when historical data spans fewer than three demand cycles.
Handling zero-demand periods in forecast error calculations without skewing performance metrics.

Module 3: Inventory Optimization and Stocking Policies

Setting min/max levels for repairable versus consumable parts considering repair lead time and scrap rates.
Implementing multi-echelon inventory policies that balance central warehouse and field depot stocking.
Adjusting safety stock factors based on supplier reliability data and transportation variability.
Applying service factor curves to allocate limited inventory across customer tiers during constrained supply.
Defining reorder policies for parts with long lead times and high obsolescence risk using probabilistic models.
Reconciling optimized stock levels with warehouse capacity and slotting constraints in physical operations.

Module 4: Supply Chain Network Design for Parts Distribution

Evaluating trade-offs between centralized stocking and regional distribution centers for rare high-criticality parts.
Designing lateral fulfillment rules to enable depot-to-depot transfers while preventing stock fragmentation.
Integrating third-party logistics providers into the network with clear SLAs for emergency shipments.
Mapping parts flow to service technician dispatch zones to reduce mean time to repair.
Assessing the impact of customs delays on parts availability for multinational operations.
Validating network design assumptions using simulation under disruption scenarios such as port closures.

Module 5: Performance Measurement and Scorecard Development

Aligning part-level metrics with enterprise OEE and customer uptime commitments in scorecard design.
Weighting KPIs in dashboards to reflect strategic priorities without masking underperforming segments.
Setting realistic improvement targets for fill rate based on current inventory investment and demand volatility.
Integrating supplier performance metrics such as on-time delivery and quality yield into internal scorecards.
Automating data collection from ERP, WMS, and field service systems to ensure metric consistency.
Conducting root cause analysis when metrics deviate, distinguishing between process failure and data error.

Module 6: Obsolescence and Lifecycle Management

Triggering last-time buy decisions based on OEM phase-out notices and remaining installed base estimates.
Allocating buffer stock for legacy equipment with no replacement path and uncertain failure rates.
Establishing disposal protocols for expired or non-returnable parts in compliance with environmental regulations.
Coordinating with engineering teams to assess retrofit alternatives for obsolete components.
Managing cannibalization programs to recover usable parts from decommissioned equipment.
Tracking and reporting inventory at risk of obsolescence to finance and risk management stakeholders.

Module 7: Data Governance and System Integration

Enforcing part master data standards across acquisitions with disparate ERP systems and naming conventions.
Resolving discrepancies between physical inventory counts and system records through cycle count processes.
Mapping transactional data fields from service management systems to analytics platforms for metric calculation.
Implementing audit trails for manual inventory adjustments to support accountability and reconciliation.
Defining ownership for data quality across procurement, warehouse, and service operations teams.
Integrating IoT-generated equipment fault data into parts demand signals with appropriate validation filters.

Module 8: Continuous Improvement and Change Management

Conducting monthly service parts review meetings with cross-functional stakeholders to assess metric performance.
Rolling out new forecasting algorithms in pilot regions before enterprise deployment to evaluate impact.
Adjusting inventory policies in response to changes in service contract mix or warranty terms.
Managing resistance from field teams when centralizing inventory previously held locally.
Documenting process changes and updating SOPs when metrics reveal systemic inefficiencies.
Using A/B testing to compare alternative stocking strategies in similar operational environments.