Title: Performance measurement systems in after-sales service: an integrated framework

Authors: Paolo Gaiardelli, Nicola Saccani, Lucrezia Songini

Addresses: Department of Industrial Engineering, Universita di Bergamo, Viale Marconi 5 – 24044 Dalmine, Italy. ' Department of Mechanical Engineering, Universita di Brescia, Via Branze 38 – 25123 Brescia, Italy. ' Department of Accounting and Finance, Universita Commerciale Luigi Bocconi, Via Sarfatti 25 – 20136, Milano, Italy

Abstract: In today|s competitive markets, companies are shifting from a Product-centric to a Customer-centric view. The After-Sales (AS) service can become a key differentiator and a major profit source. Thus, after-sales cannot be considered simply a set of operative activities; rather it plays a strategic role, affecting the definition of the product-service mix offered to the customer and the physical and organisational configuration of the overall logistics chain. Therefore, importance should be given to its strategic management and to the definition of a structured business performance measurement system. In this context, this paper a) provides a review of the existing body of knowledge about AS performance measurement systems, b) proposes an integrated framework for AS performance measurement consisting of four levels (business, process, activity, and development and innovation), and c) provides an empirical application of the framework to four case studies in durable consumer goods – automotive, home appliances and consumer electronics.

Keywords: after-sales service; performance measurement; reference models; case studies; durable goods; strategic management; automotives; home appliances; consumer electronics.

DOI: 10.1504/IJBPM.2007.011860

International Journal of Business Performance Management, 2007 Vol.9 No.2, pp.145 - 171

Published online: 28 Dec 2006 *

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