Independent and not commercially driven

Made for OEMs

We bring together senior service managers from Original Equipment Manufacturers for an exchange of views on excellent service and to learn from each other — regardless of which industry they are in
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Postponed to 2021

Service Leaders Summit 2020

Europe’s only conference for aftermarket managers organized by a network of aftermarket managers. Dedicated to nothing but networking, exchanging ideas, and learning from one another.
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Aftersales and supply chain management in times of Corona

COVID-19 webinar

People from 60 OEMs based in 20 countries around the globe were registered to learn more about orchestrating the recovery of (service) organizations and (spare parts) supply chains from the pandemic
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Your Service Leaders Network

ISLA is an international network of professionals dedicated to Customer Service, After Sales Management, and Service Logistics. We provide the best forum for the exchange of experience and knowlegde among aftermarket service, customer support and spare parts logistics executives.
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News

Resilient Spare Parts Management

Spare parts are the engine in the aftermarket. In the interest of their customers manufacturers have to make sure that it does not sputter. However, the complexity of today’s supply chains is susceptible to disruptions caused by events like cyber attacks, economic sanctions, trade wars, or crisis as the COVID-19 pandemic. Monitor Deloitte published a white paper with principles and methodologies, best-practices and learnings that can help design more solid spare parts supply chains.

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New ISLA Member

We are delighted to welcome Alfen as a new member of ISLA. Headquartered in the Netherlands, Alfen is the industry leader in energy distribution. With transformer substations, energy storage systems, charging stations for electric vehicles and a large portfolio of other products, it takes on a central role in the electricity grid. Alfen offers a wide range of services around its products and solutions, and has an extensive service and maintenance organization.

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Remote Service during lockdown

During a countrywide lockdown caused by Covid-19, all non-essential operations and local movements were suspended in India in April. The Karnataka Milk Federation (KMF), one of the largest milk co-operatives in India, was faced with a surplus of thousands of liters of fresh milk. The challenge was overcome as a result of the outstanding cooperation between KMF and GEA, which is a member of ISLA. Through GEA’s Remote Service, the milk could be processed into milk powder.

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Overcoming Covid-19 travel restrictions

The technology group Wärtsilä, a member of ISLA, introduces its Assured Operations remote support service for Wärtsilä 4-stroke and 2-stroke engine customers. With global travel restricted because of the Covid-19 pandemic, access to normal field-service expertise is limited. Wärtsilä Assured Operations overcomes this dilemma by enabling technical experts to assess and resolve operational issues via remote connection between the vessel and Wärtsilä’s Expertise Centres.

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Reverse Engineering

Reverse engineering at ISLA’s member KSB makes it possible to quickly reproduce spare parts that are hard to find or no longer available. Whether the part to be replaced is a turned part, a casting, a milled or welded component: thanks to reverse engineering the reproduction of valves, pumps and other rotating equipment is straightforward – regardless of the make. All one has to do is provide the exact dimensions or a sample of the part to be replaced.

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Aftermarkets Services

While the current Covid-19 crisis does represent a very specific external shock and no structural problem, one thing is for certain: Service champions will perform significantly better in the economic downturn. Deloitte conducted a series of global interviews with ISLA members and other manufacturing leaders. Based on the findings, there are several insights that manufacturers can take into consideration when defining and executing their own aftermarket service strategy.

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Virtual Trade Show

When the 2020 Interpack trade fair in Düsseldorf was postponed until next year due to the COVID-19 crisis, the Swiss company Bühler which is a corporate member of ISLA transformed its physical program into a fully digital digital experience in just in six weeks. Over three days, more than 12,000 people from 132 countries visited the Bühler Virtual World. Due to that positive response and over-subscription of virtual meetings, Bühler kept the digital platform open for all of May.

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Service Technicians

As today’s workforce ages, companies are finding it harder and harder to recruit service technicians. At the same time, these jobs are becoming more demanding, now often including tasks like data analytics, product advice, and sales. Monitor Deloitte has developed a set of strategies to win the battle for service technicians.

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Virtual Marketplace

Tetra Pak launched the first virtual market for food & beverage manufacturers. The marketplace will initially host more than 300,000 spare parts and consumables from Tetra Pak, adding an additional 200,000 products for maintenance, repair and operations from vetted sellers, providing customers with access to a large variety of products.

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High-bay Spare Parts Warehouse

ISLA’s corporate member CLAAS, a world leading manufacturer of combine harvesters, forage harvesters and large 4x4 tractors has opened the extension to its central Parts Logistics Centre in Hamm. After a planning and construction period lasting over two years the new high-bay warehouse has now been commissioned according to schedule.

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This is ISLA

Focus
Dedicated to Customer Service, After Sales Management, and Service Logistics. Providing the opportunity for learning, exchanging and networking.
Inspiration
Informative presentations given by experienced speakers from globally operative OEMs running service and spare-parts intensive businesses.
Openness
Networking and sharing in an atmosphere of mutual trust. Because even the most experienced and talented leaders can learn from one another.
People
Bringing together professionals from OEMs in various industries. All of them striving for service excellence along the entire product life-cycle.

Testimonials

Philippe Chevalet
Global Head Field Services Supply Chain at Schneider Electric commenting the
Excellent exposure to advanced practices
David Calviere
Head of Methods & Tools for Logistics and MRO at Airbus Helicopters commenting the
Very interesting topics and OEM community
Arnaud Zuber
Head of Supply Chain Service Parts at BOBST commenting the
Good exchange platform. Top venues and organization!
Frank van Schijndel
Manager Global Spare Parts at Vanderlande commenting the
I came across ISLA when I was looking for an organization that could me help out with understanding services and spare parts logistics a bit better. I am very happy with the organization as such.
Michael Windler
Senior Vice President Global Supply Chain Lifecycle Operations at Heidelberg commenting the
Very good to focus on OEM speakers and exchange among OEM companies
Jeff Marmarelli
General Manager Spare Parts North America at SMS Group commenting the
It was very interesting. I am glad I attended.
Christhard Bongers
Head of Logistics Aftersales at MAN Energy Solutions commenting the
There is not much room for improvement. Very well organized! I highly appreciate the logistics focus rather than service management.
Peter Rudzio
Managing Director Service and Parts at CLAAS commenting the
Even if at the first glance you might think that the other industries are completely different from yours, there is always something in there you can transfer and take away for your own business.
Paul Antor
Vice President Product Support at KION North America commenting the
Outstanding day. Thanks.
Julien Laran
Head of Supply Chain & Operations, BU Services at BOBST commenting the
Very useful. Refreshing!
Hans-Werner Albrecht
Managing Director Technical Services at RATIONAL commenting the
Very good speakers and presentations. Great networking opportunity.
Dr. Dirk Kollmar
Vice President Service Operations at KSB SupremeServ commenting the
Many fruitful inspirations!
Raphael Rambeau
Director Supply Chain Management Group After Sales / Group Procurement at Kverneland Group commenting the
Good occasion to keep the finger on the pulse of the industry, and meet peers
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