Logistyka serwisowa jako element przewagi konkurencyjnej – przykład branży maszyn pakujących

Abstract

Abstract

Research background: In the conditions of increasing automation of production processes and growing expectations of business customers, after-sales service is becoming one of the key factors in building a company’s competitive advantage. In the packaging machinery industry, particular importance is attributed to service logistics, including the organisation of information flow, spare parts availability, and response time to failures. The practical aspects of organising service processes in this sector are still relatively rarely discussed in the subject literature. Purpose: The aim of the article was to analyse the organisation of service logistics in a company operating in the packaging machinery industry and to assess its importance for maintaining customer relationships and ensuring continuity of technological processes. An additional objective was to identify the main organisational barriers and opportunities for improving after-sales processes through the implementation of digital solutions. Methodology: The article applies the case study method. Data triangulation was used, including an interview with a key informant, a supplementary interview with a field service engineer, an analysis of company documentation, and an examination of operational data derived from CRM and ERP systems. The study covered the structure of service requests, the organisation of the repair process, spare parts availability, and service response times. The quantitative analysis was extended by examining the relationship between the monthly number of service repairs and the percentage of service requests for which the initial response time exceeded 60 minutes, using Spearman’s rank correlation coefficient. Findings: The research demonstrated that service logistics plays a significant role in building customer loyalty in the B2B sector. The analysed company possesses a well organized after-sales service system supported by CRM and ERP solutions. However, limitations related to the reactive nature of service activities, dependence on foreign spare parts suppliers, and the overload of technical staff were identified. The study also showed that a considerable share of service requests results from operational errors made by machine operators. In addition, the correlation analysis revealed a moderate positive relationship between the monthly number of service repairs and the percentage of delayed service responses. Practical implications: The research results indicate the need to implement Industry 4.0 solutions, particularly IoT technologies, predictive maintenance, and the automation of data flow between CRM and ERP systems. These solutions may reduce the number of technological downtimes, improve service planning, and increase the efficiency of spare parts management. Originality / value: The value of the article results from the practical approach to service logistics as an element of competitive advantage in a company operating in the packaging machinery industry. The study combines logistical, organisational and technological perspectives, highlighting the importance of integrating service processes in B2B relationships.