Competitive strategic and system formulation of after sales service for industrial equipment manufacturers

• Main Author: Wongso, Alung Tentuardi.
• Other Authors: Lee Yong Tsui
• Format: Theses and Dissertations
• Language: English
• Published: 2013
• Subjects: DRNTU::Engineering::Mechanical engineering
• Online Access: http://hdl.handle.net/10356/54700
• Institution: Nanyang Technological University

There is an insufficient coverage of existing strategy to cater the highly personalised nature of industrial equipment in customer's requirement and service delivery. The right after sales service strategy adoption are vital to enable industrial equipment manufacturer maintaining. its competitive advantages and delivering the best overall company performance. The objective of this dissertation project is to study, formulate a competitive after sales service strategy and system guide for industrial equipment manufacturers. A practical system guide further gives industrial manufacturer a comprehensive view in devising and assessing the most appropriate after sales strategy. Literature in general after sales and industrial equipment specific are explored. After sales strategic profile and framework, service configuration and process as well as its performance measurements system literatures are carefully analysed to establish a theoretical framework for competitive strategy in after sales service. It will be used as a reference for developing the after sales competitive strategic system guide. A survey is conducted to verify the proposed strategy and system guide relevancy to real industrial application. Questionnaires obtained from respondents of two industrial equipment manufacturers are studied and compared to the proposed strategy and system guide. The survey shows the relevancy between this study and the real industrial application. Both companies apply although not closely, the proposed system guide in devising their strategic objectives, Their after sales configuration, process and delivery show the relevancy to the proposed system guide. Future research with larger respondents across industry sectors, state-ofthe- art data testing and verification can be initiated to provide more comprehensive study. It is important to explore the new business concept to adapt to ever changing world of the service industry.