Fulfilling Customer Needs by Re-engineering Specification Processes for a Logistics Service Company

T. M. Munsberg, E. M. Strøm, L. Hvam

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

Abstract

This study investigates the potential to apply a five-step framework to re-engineer the specification processes in a logistics service company. Logistics service customers have complex requirements for a lot of different services that are often solved for each customer with a customized solution, which complicates the sales to integration process. The applied framework is originally developed for product and production companies and the implementation of the framework has previously shown potential to decrease lead time and lower errors in quotations. First, the available literature on mass customization, specification processes, and the logistics service industry is evaluated. Afterward, the framework is briefly described, and a case study is conducted to see the potential of re-engineering specification processes in the logistics service industry. The case study investigates potential solutions and develops four scenarios that can automate the specification processes to different degrees. In conclusion, the framework can be applied, and it is a starting point for understanding the problems and developing a potential solution for a more standardized specification process in the case company.
Original languageEnglish
Title of host publication2023 IEEE International Conference on Industrial Engineering and Engineering Management
PublisherIEEE
Publication date2023
Pages1256-1260
ISBN (Print)979-8-3503-2315-3
DOIs
Publication statusPublished - 2023

Keywords

  • Automation
  • Logistics Service
  • Re-engineering
  • Sales to Integration
  • Specification process
  • Standardization

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