A framework for contract management in customer solution centers

Faisal Aqlan, Sarah S. Lam, Sreekanth Ramakrishnan

Research output: Contribution to conferencePaperpeer-review


As a new dimension in global manufacturing and services, Customer Solution Centers (CSCs) have emerged as unique environments that provide products and services to customers. In CSCs, customers can be both the supplier and the customer at the same time. CSCs provide solutions and support in hardware, software, or service for a single or a group of products. Solutions of the same customer are often included under one contract. Due to the unique structure and operation of CSCs, traditional production planning and inventory control approaches do not work effectively in such environment. This creates the need to develop new techniques to enhance the inventory and production control in this unique environment. This research proposes a framework for production and inventory management in CSCs. The proposed framework provides a predictive model that uses both qualitative and quantitative data for predicting order arrivals. A resource-skills matrix is then developed to identify the required resources for each order. The proposed framework is implemented in a server remanufacturing environment. The experimental results show that the framework can improve the performance of the inventory management and production planning operations in CSCs.

Original languageEnglish (US)
Number of pages6
StatePublished - 2020
Event2016 Industrial and Systems Engineering Research Conference, ISERC 2016 - Anaheim, United States
Duration: May 21 2016May 24 2016


Conference2016 Industrial and Systems Engineering Research Conference, ISERC 2016
Country/TerritoryUnited States

All Science Journal Classification (ASJC) codes

  • Control and Systems Engineering
  • Industrial and Manufacturing Engineering


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