2025_EML Capstone Projects

5

operations. While financial considerations will be discussed in terms of efficiency improvements and

cost reductions, a full financial model of cost savings is beyond the scope of this analysis.

By refining Trek’s Suspension Service Transfer Process, this project aims to increase efficiency, reduce

turnaround times, and improve overall customer experience, ensuring that Trek maintains its

competitive edge in the bicycle industry.

Background and Literature Review

Trek is known for its mountain bikes featuring full or rear suspension systems (Trek Bicycle

Corporation, n.d.). These components, used across 15 models (see Table 10), are sourced from third

party suppliers such as Fox, RockShox, Manitou, and Suntour. Tre k’s Suspension Service Centers offer

tuning, modifications, and refurbishments to the front forks and rear shocks of Mountain Bikes. While

the industry standard for suspension turnaround is around 72 hours, many service providers, like Fluid

Focus, simplify the process with pre-paid shipping labels and fast scheduling (Fluid Focus, n.d.). Fox

Factory also advertises short service times due to strong parts availability (Fox Factory, n.d.).

Competitors like Specialized and Giant rely more on external service partners. Specialized’s

suspension turnaround can exceed 2.5 weeks (MTBR, n.d.), and Giant’s warranty process may take 4– 6

weeks, depending on vendor involvement (Singletrack Magazine, 2021). These extended timelines

highlight the potential inefficiencies in third-party servicing models.

In contrast, Trek’s model involves customers dropping off bikes at local dealers, who then ship

suspension components to centralized service centers. This extra step adds complexity and may extend

turnaround time, especially during peak seasons or when pa rts are delayed. Trek’s in -house service

centers offer a key advantage: vertical integration. Unlike competitors, Trek can standardize procedures,

reduce delays, and directly manage vendor relationships, offering better quality control, operational

visibility, and potentially faster service.