Integrating Service Strategy in the Manufacturing Company
Published on 8. April 1993
Book
Hardback
336 pages
978-0-412-46780-6 (ISBN)
Description
This text aims to provide industrial companies with directions for turning after-sales service to competitive advantage. The text focuses on the increasing realization of the importance of after-sales service which comes with a need to include service within overall corporate strategy. Customer-supplier relationships as well as performance criteria should be defined, and strategies agreed, if full competitive advantage is to be gained. The author introduces the "service mix" as a competitive tool of very real practical use.
More details
Language
English
Place of publication
London
United Kingdom
Target group
College/higher education
Professional and scholarly
Illustrations
57 illustrations, tables, bibliography, index
Dimensions
Height: 246 mm
Width: 189 mm
Weight
660 gr
ISBN-13
978-0-412-46780-6 (9780412467806)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Content
An integrated approach to after-sales support. The role of field service. Corporate strategy and service management. Developing the service planning and information systems. Designing the service organizational structure. Auditing field service performance. Application and results, a case study. Appendices: Presentation of analysis pattern for after-sale; Support organization; Survey of after-sale support organizations; Presentation of the sample firms; Forecasting and methods for expressing needs for parts.