Inside Harley-Davidson

The right place at the right time

Making Parts and Accessories more available

03/16/15

When you have an expansive portfolio of coveted products, ensuring the right one is available where and when it’s needed is crucial to a great customer experience. With that in mind, we made important progress in improving our manufacturing and global distribution channel for Harley-Davidson Genuine Parts & Accessories in 2014.

 

Last year in our EMEA region, we piloted a wholesale inventory management project that asked the question: for the same level of investment in the business, can we make more of the right parts and accessories available to customers? Prior to 2014, understanding which products a customer wanted was determined by historical insights and data collected at an aggregated EMEA level. Now, using new intelligence software, we’re able to extract data at a country level—closer to the customer’s interaction at the retail site. The software takes seasonal variation into account, allowing us to better understand customers’ unique demands for parts and accessories year-round.

The Harley-Davidson Genuine Motor Parts & Accessories Catalog

The Harley-Davidson Genuine Motor Parts & Accessories Catalog

 

“This program stands to significantly improve how we deliver products across the world,” said Paul Barker, Harley-Davidson EMEA Operations Director. “This system allows us to segment our inventory and investment by whatever service level we think will maximize customer expectations.”

 

Such a bold move allowed us to reach the highest service level in company history in the EMEA region, at the same time achieving the lowest inventory in seven years. The business operated at a consistent 98-100 percent fill rate for critical parts and 95 percent for all remaining parts—all accomplished in a growing business and competitive global marketplace.

 

“This program stands to significantly improve how we deliver products across the world.”

PAUL BARKER,
HARLEY-DAVIDSON EMEA OPERATIONS DIRECTOR

 

 

 

 

 

 

 

 

 

 

98-100%

FILL RATE FOR CRITICAL PARTS