Service Planning as Support Process for a Lean After Sales Service

Dombrowski, Uwe; Malorny, Constantin

doi:10.1016/j.procir.2017.03.080

Cited by 11 publications

(8 citation statements)

References 20 publications

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“…13 Margins and revenues from automotive after sales comprise a central role in the automotive industry, 14 and after sales show an advantage, represented by the stability of the business during times of crisis. 15 After sales businesses need a basic input, which is a constant growth of units in operation (UIO) -newly sold cars on the road. New unit sales are the base business line in the industry.…”

Section: Trends Sincementioning

confidence: 99%

“…Coupled with this, after sales businesses show advantages such as stability during times of crisis, independence from economic situations, high margins, and the ability to develop ongoing relationships with customers and better understand their needs. 15 As an example, cars continuously require filters, fluid changes, tires, absorbers, brake pads, and other components as they are used by their owners. There is evidence that suggests that the revenues generated by after sales service and spare parts go beyond three times the value of the original acquisition.…”

Section: Automotive After Salesmentioning

confidence: 99%

Section: Automotive After Salesmentioning

confidence: 99%

“…The accessories business contains parts and products to satisfy supplementary customer requests on areas of merchandise, technical equipment, and customization of products 15 such as entertainment systems, radios, GPS, upholstery, aluminum wheels, etc. For purposes of this paper, accessories will be considered with spare parts due to them sharing similar specialties such as sales, marketing, and inventory control.…”

Section: Automotive After Salesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

Impacts of decarbonization on the automotive after sales sector: A review of evidence

Eslava

Cottrill

Beecroft

2020

Proceedings of the Institution of Mechanical Engineers, Part D:

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Automotive after sales, which include provision of spare parts, customer service, and accessories sales, is one of the most profitable parts of the automotive industry and provides for an ongoing relationship with the customer. In times of recession, performance of after sales remains steady as it is highly independent of macroeconomic behaviors and keeps outstanding margins. Current automotive after sales are predominantly based on fossil fuel power train technologies, involving a significant number of replaceable working parts, lubricants, and supplies, and requiring ongoing manual labor. Current efforts to decarbonize the automotive industry, however, have the potential to disrupt this industry by shifting traditional after sales business models. The objective of this paper is to review the background and development of policies and actions in relation to the decarbonization of transport with a particular focus upon the role of the automotive after sales sector. The review considers the role of a range of stakeholders including multilateral bodies setting targets for participating nations; national governments; and the automotive industry, operating at varying scales. Electrification of vehicles and discouragement of car use and ownership are identified as key decarbonization strategies that could significantly impact upon car manufacturers and the broader automotive industry, which will in turn impact upon the after sales market. The review concludes that there has been limited research about impacts on after sales markets from transport decarbonization strategies. Areas of impact identified include reduction of working parts, fewer additional units, longer service intervals, changes in labor needs, disruption in customer retention, and changes to the repurchase cycle. In order to explore these potential impacts, the development of alternative future scenarios under different power train technologies and regional factors is recommended as an area for further research.

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Section: Trends Sincementioning

confidence: 99%

Section: Automotive After Salesmentioning

confidence: 99%

Section: Automotive After Salesmentioning

confidence: 99%

Section: Automotive After Salesmentioning

confidence: 99%