Smart service part management : a SAP ERP based approach to enhance customer service

Pao Yue-kong Library Electronic Theses Database

Smart service part management : a SAP ERP based approach to enhance customer service

 

Author: Zhou, Shujun
Title: Smart service part management : a SAP ERP based approach to enhance customer service
Degree: M.Sc.
Year: 2013
Subject: Business logistics -- Data processing.
Inventory control -- Data processing.
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of Computing
Pages: viii, 59 leaves : ill. ; 30 cm.
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2672203
URI: http://theses.lib.polyu.edu.hk/handle/200/7325
Abstract: Camtek, a high technology company from ISRAEL (NASDAQ: CAMK), provides automated solutions dedicated for enhancing production processes and yield in main two industries: Semiconductor Fabrication and Packaging, Printed Circuit Board (PCB) and IC Substrates. Camtek provides repair and maintenance services to all equipment directly. In order to reduce breakdown time of customer equipment, Camtek need to provide strong logistical support, the company needs often reserve a certain type and quantity of parts; it call service parts or spare parts; the company needs to buy the service parts in advance and put them in service stock, to replace the damaged part of customer's equipment if needed. How to balance the service part stock value and customer equipment breakdown time? In the past, this is very critical problem for Camtek, and it is not easy to manage it. Camtek decided to implement SAP ERP in year 2013, instead of old ERP system. One of targets is that use SAP ERP solution to reduce customer breakdown time, balance customer breakdown time and service part stock value, to improve service part management and customer satisfaction. How to use SAP solution to improve the service part management? So that we have a good opportunity to analyze Camtek service part management, and find best way to improve the management of Camtek service part, integrated with SAP ERP solution. In this dissertation, I am going to work with the project team together, to study the typical inventory management theories and methods, such as: - EOQ (Economic Order Quantity) - Safety Stock - Reorder Point - ABC Analysis - XYZ Analysis - Forecast methods. Then design new business model of Camtek service part management and implement this business model by SAP ERP system in Camtek.

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