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After-sales se rvices provide a platform for manufacturers to get information from their customers on prod- uct/service performances . A serious company may be out of business if it fails to appreciate
Learn about six key performance indicators (KPIs) for aftersales and how to measure and improve them. Boost your customer satisfaction, retention, and loyalty.
The cases show that performance measurement systems of different supply chain actors should be aligned in order to achieve strategic consistency. In particular, the performance of different
But how do you know if your after-sales service quality and standards are up to par with industry best practices? Here are some ways you can compare and benchmark your performance.
ticle is to systematically review the previous POM work on after-sales services and aftermarket support. The review examines the research clusters, investigated industry sectors, resear.
Top and middle management, therefore, should focus on the definition of a structured business performance measurement system for the after-sales business.
The description of two industrial case studies provides a pragmatic insight on the opportunities coming out from a consistent relation between after
Discover expert insights, trends, and best practices for optimizing after-sales service. Learn how to enhance customer satisfaction and drive
Int. J. Business Performance Management, Vol. 9, No. 2, 2007 145 Performance measurement systems in after-sales service: an integrated framework Paolo Gaiardelli* Department of Industrial
Why aftermarket and service are vital to OEMs—and how to excel A comprehensive approach, supported by a strong enabling organization, can help B2B industrial manufacturers tap into the
In this context, after-sales (AS) service has become increasingly important as a source of differentiation and market share for manufacturers and resellers, as well as a strategic driver for
Abstract. For many manufacturing companies, after-sales service is an increasingly important part of the business and is more complex than manufacturing products. Unlike products it is not possible to
In this context, the main objective of the present paper is to develop a conceptual operative framework for measuring the after-sales service performances, in order to provide
Due to the impact of organization on the performance of aftermarket and service businesses, company leaders would need to clarify their stance on two things: level of integration and service function
After-sales services are activities during warranty periods that include field technical assistance, spare parts distribution, customer care, and accessories sale.
His research activities are carried out mainly in the field of After Sales Service with a specific interest on service logistics organisation and configuration as well as performance measurement
After sales service ensures customer satisfaction and loyalty by providing support, maintenance, and assistance post-purchase. Discover more in this blog.
This chapter introduces the product centric service concept, which is the particular organizational perspective that is the basis for the reorganization of the after-sales supply chain. A
In today''s competitive markets, companies are shifting from a Product-centric to a Customer-centric view. The After-Sales (AS) service can become a key differentiator and a major
The framework aims at linking the strategies of each different actor involved in the after-sales service with their related performance attributes, levels and indicators, encompassing a short
Her main research topics are strategic cost management and performance measurement and evaluation, with a specific interest in the field of
As a business, you can sell a physical product and then hand over responsibility for service, maintenance and disposal to the customer. Another model is to include after-sales activities
The objective of this paper is to measure after-sales services performance of Automobile Service Center using Quality function deployment
In particular, the performance of different actors at the process level of the framework concurs in determining the after-sales service overall performance towards the final customer.
This paper presents an empirical investigation to determine important factors influencing on customer satisfaction in after-sales service network of
Learn how to benchmark your aftersales performance and practices with the best performers in any industry or sector, and improve your customer satisfaction and profitability.
Retaining the existing customer and acquiring the new customers are the basic objectives of any organisation and after sales service (ASS) has acquired a strategic role as a mean to achieve