Roy J. Steele, Vice President, Shelor Consulting, Inc
Speaker - Reverse Logistics Workshops
Roy is Vice President and Senior Partner of Shelor Consulting, Inc. a company founded in 2000 with expertise in assisting companies improve their performance in customer service, operations, product service, logistics, inventory management, and supporting systems. SCI specializes in on-site problem determination, resolution, and solution implementation. This unique brand of hands on consulting creates the very best value proposition for clients which include manufacturers, field service providers, logistics companies, depot repair providers, and Internet re-marketing companies. Roy has over two decades of field service and support operations experience as a leader and practitioner. His experiential knowledge is directly applied to executive planning sessions, workshop content and client engagements. Roy has expertise in service parts management, engineering, manufacturing, field engineering, service training, service documentation, quality control/assurance, field service operations, new product launch, repair center operations, marketing and sales support, customer operations and extended client engagements. His experience was gained during his career with Xerox Corporation, Recognition Equipment, Digital Telecommunications Systems, Management Metrics Services and Patton Consultants. He is coauthor of the Service Parts Handbook, Second Edition 2003.
He holds a Bachelor of Science Degree in Applied Science and Industrial Technology from Rochester Institute of Technology. He is a CFSM (Certified Field Service Manager) and an active member of AFSMI (Association for Services Management International), NASM (National Association of Service Managers) and the Reverse Logistics Association.
Spare Parts Management Workshops
Overview: The service parts management process begins when a product is in the concept phase. The product specification, product service requirements, lifecycle product support strategy, and service parts logistics requirements must be defined early in the process. These planning details are necessary to ensure a cost effective product configuration and new product launch (NPL) readiness criteria.
Scope and Perspective: These workshops will focus on service parts management and service logistics infrastructure required after the initial product launch. There are several requirements at this point in the product management lifecycle that will be highlighted in the workshop through a review of Product Launch Readiness Checklists.
The topics included in the workshop are presented from a reverse logistics perspective. Service parts are initially prescribed and deployed in echelon stocking models based on several planning and forecasting factors such as anticipated demand, failure rate, service level agreement (SLA) requirements and warranty requirements. Service parts are stored, ordered, transported, transferred, used, returned (new and used), repaired, refurbished, upgraded, salvaged and disposed. These are just a few of the transactions that a service part will experience in its lifetime.
Service parts management effectiveness is measured by numerous parameters. The high-level measurements typically are:
• Customer Satisfaction
• Fulfillment Service Level
• Inventory Investment/Optimization
• Obsolescence Avoidance
Objectives: The participants in this workshop will gain a working knowledge of service parts management from a reverse logistics perspective. The topics explored will facilitate a validation and checkpoint for the participants to review their current policies, processes, practices, knowledge, leadership and expertise in optimizing service parts.
Workshop 1: Service Parts Management Strategies
• Product service strategy
• Logistics specification
• New product introduction (NPI)
• Launch readiness checklists
• Echelon stocking models
• Warranty management requirements
• Supply support planning
• Reverse logistics considerations
• Obsolescence considerations
Workshop 2: Service Parts Inventory Optimization
• Balancing service parts and service level agreements (SLA)
• Supply and demand planning
• Obsolescence management
• Sourcing and procurement
• Pipeline management
• Distributed inventory management
• Returns management
• Recovery of repairable parts
• Defective inventory management
Workshop 3: Service Parts Lifecycle Management
• Depot repair operations
• Repair parts planning (components)
• Configuration management
• Upgrades and retrofits
• End of life planning
• One-off parts
• Sustaining engineering
• Reverse engineering
• Salvage (new product, returned products, exchanges, off lease, trade-ins)
• Disposal of service parts
• Technology enablers and support systems