文档介绍：H AMMER AND C OMPANY
Post-Sales Support Processes:
The petitive Battlefield
March 2001
© Hammer pany 2001 All Rights Reserved
table of contents
Executive Summary 1
Introduction: The Search petitive Advantage 2
The traditional bases petitive advantage no longer suffice; the search
is on for new opportunities for differentiation.
Post-Sales Support 3
Post-sales support processes are an emerging key to strategic advantage.
The Crisis in Post-Sales Support 4
Post-sales support processes are in very bad condition in anizations.
Opportunities for Transformation 6
The advent of new technology is enabling the reengineering of post-sales
support processes, leading to dramatic improvement in their performance.
parts inventory management 8
field crew scheduling 9
complex system maintenance 10
anization coordination 11
follow-on sales 12
Key Themes 13
The keys to reengineering the support chain are dynamic resource management,
fact-based planning and management, end-to-end visibility, and collaboration.
Technological Desiderata 14
Technology is the enabler of new post-sales support processes, and it must be
selected with long-term considerations in mind.
Turning Opportunity Into Action 15
There are specific techniques that pany can employ to harness the
potential of its post-sales support processes.
Summary 17
The time for action is now.
Executive Summary
In today’s petitive environment, pany that transforms its post-sales
support processes has the opportunity to differentiate itself from petitors and
establish a leadership position in its industry.
Post-sales support processes perform the activities that take place following the sale,
delivery, and installation of a product or service. The purpose of these activities is to sup-
port the customer in the use of the product or service and thereby ensure continuing
customer satisfaction. Typical processes in this arena include inquiry resolution, parts
inventory management, field cr