Mavis just bought Pep Boys. It's the latest brick in a wall of consolidation that private equity has been building for years, one familiar sign at a time.

The service-profit chain model tries to link all the components required to make an organization successful. According to this model, a company that performs well in one aspect and poorly in another ...

In the technology world, when you have a breakdown in service that impacts a customer, you conduct a root-cause analysis (RCA) to investigate the people, processes and technology aspects that led to ...

While production supply chains tend to dominate the headlines, there’s an equally crucial but often overlooked area — service supply chains. Managing spare parts, repairs, and services long after a ...

The advantages of achieving excellence in service-parts management can be compelling: increased customer satisfaction and retention, increased product sales, increased service contract revenue, and ...

Editor’s note: What It Really Means is a new recurring series on Supply Chain Management Review designed to clarify commonly used supply chain terms that often carry different meanings across ...

A brand is made up of many elements: strategy, target market, customers, advertising, marketing, innovation, and many more. However, one element seems to get left behind: the staff. The employees. The ...