Integrating service strategy in the manufacturing company

書誌事項

Integrating service strategy in the manufacturing company

Hervé Mathe, Roy D. Shapiro

Chapman & Hall, 1993

1st ed

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注記

Includes bibliographical references (p. [227]-230) and index

内容説明・目次

内容説明

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.

目次

  • 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.

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詳細情報

  • NII書誌ID(NCID)
    BA20742508
  • ISBN
    • 0412467801
  • LCCN
    92042178
  • 出版国コード
    uk
  • タイトル言語コード
    eng
  • 本文言語コード
    eng
  • 出版地
    London ; New York
  • ページ数/冊数
    viii, 237 p.
  • 大きさ
    26 cm
  • 分類
  • 件名
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