2025_EML Capstone Projects

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Addressing these inefficiencies is essential not only for Trek but also for the broader industry,

where service logistics and vendor management present ongoing challenges. By refining the Suspension

Service Transfer Process, Trek can enhance customer satisfaction, increase profitability, and strengthen

its competitive position in the market.

Problem Statement

Trek Bicycle Corporation faces inefficiencies in its Suspension Service Transfer Process, which

negatively impact service speed, customer satisfaction, and store profitability. The current process for

transferring suspension components from Trek’s North Am erican stores to its four Suspension Service

Centers is slower than optimal, causing delays from intake to final cash-out. These inefficiencies stem

from inconsistent vendor communication, inventory management challenges, and process bottlenecks,

all of which contribute to longer turnaround times and increased operational costs. This project goal is

to analyze and address key managerial and operational challenges affecting the Suspension Service

Transfer Process. By examining vendor relations, bulk ordering strategies, inventory stocking methods,

and service workflows, this study will provide data-driven recommendations to streamline operations,

improve efficiency, and enhance Trek’s overall service model.

The scope of this project focuses primarily on the managerial and logistical aspects of Trek’s

Suspension Service Transfer Process rather than the technical engineering details of bike repairs. The

analysis will cover service center efficiency, with particular attention to Kearny Mesa, San Diego, and

Stirling, New Jersey, where operational challenges are most evident.

However, there are limitations to this study. The project does not include an in-depth technical

analysis of suspension system repairs, as its primary focus is on service logistics and management.

Additionally, the study is limited to North American servic e centers and does not assess Trek’s global