2025_EML Capstone Projects

3

Trek Bicycle Corporation – Final Report

Introduction & Problem Motivation

In the competitive bicycle manufacturing industry, efficiency in service operations is crucial for

maintaining profitability, customer satisfaction, and long-term success. This capstone project focuses on

a project plan for improving the Suspension Service Transfer Process at Trek Bicycle Corporation by

analyzing delays and inefficiencies in transferring suspension components from Trek’s North American

stores to its four Suspension Service Centers, with a primary focus on Kearny Mesa, San Diego, and

Stirling, New Jersey locations. The existing process, including intake, service, and final cash-out at the

originating store is currently slow, negatively impacting both customer experience and store

profitability. By evaluating root causes such as inconsistent vendor communication, inventory

management gaps, and inefficient service workflows, this project aims to provide actionable

recommendations to restructure operations and improve Trek’s overall service model.

This problem is significant across multiple disciplines, each playing an important role in

improving Trek’s Suspension Service Transfer Process. From a management perspective, the issue

highlights how decision-making impacts service logistics, vendor relations, and inventory strategies. A

well-structured approach to vendor coordination and bulk ordering can reduce lead times, prevent part

shortages, and improve cash flow through better resource allocation. Leadership is equally important, as

effective leaders drive operational improvements by developing better communication between service

centers, vendors, and retail stores. Encouraging data driven decision-making and actively listening to

frontline employees can improve process efficiency and create a more responsive service model. While

this is not purely an engineering problem, process optimization and inventory forecasting play an

essential role in restructuring workflows. Implementing a more structured, data driven system for

stocking high demand parts can reduce delays and improve service predictability, ensuring a smoother

and more reliable customer experience.