Service differentiation in spare parts inventory management

The contemporary after-sales market is of increasing importance. One of the features required by the market is to provide differentiated service levels to different groups of customers. We use critical levels as a means to offer differentiation. Critical level policies aim to exploit the differences in target service levels by inventory rationing. In our multi-item single-location spare parts inventory model, we aim to minimize the spare parts provisioning cost, that is inventory holding and transportation cost, under the condition that aggregate mean waiting time constraints for all customer groups are met. In a computational experiment and a case study with data from a company in the semiconductor supplier industry, we show that significant cost reductions can be obtained when critical level policies are used instead of base stock policies (ie policies without critical levels).