Maßnahmen zur systematischen Erhöhung der Kundenwunschliefertreue im Kontext eines High-Mix/Low-Volume Produktportfolios

The customer delivery reliability is a key indicator of a company’s logistics performance and is becoming increasingly important due to the more and more fierce competition in many markets and the increasing interchangeability of products. Due to the multitude of influencing factors and possible approaches, a structured and efficient approach is required to increase the customer delivery reliability. However, concrete measures and a description of the necessary analyses for a systemic increase of the customer delivery reliability can hardly be found in the scientific literature. In the course of this thesis a catalogue of measures with short-, medium- and long-term measures for a systemic increase of the customer delivery reliability in the context of a high-mix/low-volume product portfolio was developed. In addition to the creation of this catalogue of measures with the help of a primary data collection by means of a questionnaire, the measures were evaluated on the basis of a practical example in the mechanical engineering industry.