Case Name :      Rethinking Distribution Logistics at VASA, Pilkington

Authors :           Julio Sanchez-Loppacher, Marcelo Pancotto, Maximiliano Fernandez Vera

Source :             North American Case Research Association (NACRA)

Case ID :            NA0247

Discipline :        Operations Management

Case Length :    25 pages

Solution sample availability : YES

Plagiarism : NO (100% Original work)

By 2008, this rapid growth, compounded by limited installed glass manufacturing capacity at regional levels, had caused local supply shortages. Over the last several years, VASA’s progressively deteriorating service had damaged its former reputation for excellent service. The case explores how to reverse a disappointing delivery service that led to angry customers complaining about unfulfilled orders, late deliveries, and accusations from transportation companies that held VASA responsible for these delays. Also these accusations resulted in deterioration in relationships with transportation companies that had done business with VASA for more than 25 years. VASA’s CEO, evaluated the following options to recover its reputation: 1) take total control of distribution to customers by developing a VASA-owned delivery service; 2) reverse the situation with transportation companies by requiring them to develop delivery service management capabilities; or 3) replace these transportation companies, partially or totally, with more sophisticated logistic service providers.