Logistics service optimization. The case of Luxottica

The purpose of this thesis is to describe an analytical and practical approach to assess the costs and benefits of a logistics services rationalization in the eyewear industry. The thesis is based on a literature review and a classification of the main contributions regarding the assessment of logistics services impact on customers and suppliers. The impact of logistics services rationalization on supply chain processes has been modelled using a quantitative approach applied to a real world case. An extensive, ten-month interaction with the business environment and a refinement process with the logistics and supply chain managers of Luxottica is conducted to collect the required inputs and to practically implement the solution. Different markets within the European area and special kinds of customers have been explored. The business case conducted for United Kingdom and Germany shows limited benefits, whereas the actual potential of the model becomes clear for Spain, France and Italy. The profitability of this project is significantly affected by the costs of delivery services and by the characteristics of the service required by the different customers. The model provides a clear assessment of how and when a positive return, both in monetary and in service level terms, can be achieved. This is one attempt to provide a comprehensive analysis of the costs and benefits of a logistics service rationalization, taking into account all the major factors involved and focusing on a real world case. The model can be a valid support to large companies willing to improve the service offered to their customer without incurring in extra costs.

L’obiettivo di questa tesi è quello di delineare un approccio sia analitico che pratico alla valutazione dei costi e dei benefici derivanti dalla razionalizzazione dei servizi logistici all’interno dell’industria dell’occhialeria. La tesi è basata su una revisione della letteratura e un esame delle maggiori contribuzioni riguardanti la valutazione dell’impatto dei servizi logistici su clienti e fornitori. Tale impatto è stato modellato attraverso un approccio quantitativo e applicato ad un caso reale. Un interazione durata dieci mesi con il management e le Operations di Luxottica ha infatti permesso di reperire diversi input, di elaborarli e di implementarli praticamente. Nel modello sono stati inclusi diversi mercati all’interno della regione Europea e l’analisi è stata condotta per diversi modelli di business. E nel suo complesso il modello aiuta a valutare come e quando possono essere raggiunti benefici sia in termini economici che in livello di servizio al cliente.