Improving supply chain planning for aftermarket services: challenges with applying product-in-use data

Journal article, 2026

Product-in-use data from connected products are an important driver of enhanced supply chain planning (SCP) and service development for original equipment manufacturers (OEMs). This study examined challenges of applying product-in-use data in aftermarket SCP processes, their interrelation, and how they relate to process and data complexities. In a case study of a heavy truck OEM, empirical data were analyzed concerning three SCP processes. The process and data complexities contribute to explaining the significance of specific personnel, technical, and organizational challenges, for example, IT governance, IT infrastructure, and combining data science and domain competence. Furthermore, technical and personnel challenges cause organizational challenges, and organizational and personnel challenges can be reduced in an interactive circle. Data and technology challenges are especially important in the early analytical phase, where processes are developed, while the importance of organizational and personnel challenges in development phases varies between SCP processes.