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Pushing worldwide aftermarket support of manufactured goods

Pushing worldwide aftermarket support of manufactured goods In the modern global marketplace, failure to respond to customer requirements can have dramatic effects on the success of manufacturing companies. Supporting customers after the “market” is a key element of such a response. Communication systems can be slow, unresponsive and expensive for large, distributed customer networks. Here a more proactive Internet‐based model is proposed. It uses push technology to provide greater visibility, improve inter‐company relationships, and lower costs. The model was developed at a leading UK manufacturer and a case study illustrates the developmental stages in terms of different types of communication media. This paper contends that information transfer, delivery and control is crucial for the effective management of extended aftermarket supply networks. A CD‐ROM‐based solution (developed by a UK diesel systems manufacturer) is documented, but it is further argued that such solutions may well already be insufficiently inflexible. The paper argues that manufacturing companies should adopt more information‐intensive solutions (such as webcasting, or push technologies) in order to manage the challenges emerging from Internet‐based business and communications. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Pushing worldwide aftermarket support of manufactured goods

Alan Phelan; John Griffiths; Steven Fisher
Managing Service Quality , Volume 10 (3): 9 – Jun 1, 2000
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8 pages

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520010336696
Publisher site
See Article on Publisher Site

Abstract

In the modern global marketplace, failure to respond to customer requirements can have dramatic effects on the success of manufacturing companies. Supporting customers after the “market” is a key element of such a response. Communication systems can be slow, unresponsive and expensive for large, distributed customer networks. Here a more proactive Internet‐based model is proposed. It uses push technology to provide greater visibility, improve inter‐company relationships, and lower costs. The model was developed at a leading UK manufacturer and a case study illustrates the developmental stages in terms of different types of communication media. This paper contends that information transfer, delivery and control is crucial for the effective management of extended aftermarket supply networks. A CD‐ROM‐based solution (developed by a UK diesel systems manufacturer) is documented, but it is further argued that such solutions may well already be insufficiently inflexible. The paper argues that manufacturing companies should adopt more information‐intensive solutions (such as webcasting, or push technologies) in order to manage the challenges emerging from Internet‐based business and communications.

Journal

Managing Service Quality – Emerald Publishing

Published: Jun 1, 2000

Keywords: Internet; Manufacturing; Customer service; Globalization; Communications

References

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