Serviceslogistics

Serviceslogistics is a field within operations management that focuses on the planning, execution, and control of logistics activities that support service delivery rather than the physical movement of goods. It coordinates people, information, equipment, and spare parts to enable timely and reliable service, often across multiple sites and time windows.

Its scope includes forecasting and capacity planning for service demand, scheduling and dispatch of field personnel, routing of technicians, and inventory management for spare parts, as well as installation, maintenance, and returns. Service parts logistics emphasizes fast access to the right parts to minimize downtime and improve first-time fix rates.

Technology plays a central role, with ERP, transportation management systems, and warehouse management systems, complemented by field service management software, mobile devices, and IoT for predictive maintenance. Data analytics support demand forecasting, dynamic routing, and performance monitoring, while digital platforms provide real-time visibility for customers and technicians.

Key performance indicators include on-time arrival, first-time fix rate, mean time to repair, service-level attainment, inventory turns, and technician utilization. Effective serviceslogistics requires coordination across procurement, warehousing, transportation, and field operations.

Applications include telecommunications, healthcare, IT and professional services, and facilities management. Common challenges are irregular demand, geographic dispersion, urgent response requirements, spare parts obsolescence, and data quality. As service ecosystems grow, serviceslogistics relies on digital platforms and analytics to balance responsiveness with efficiency.