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Dieses mit IHMC CmapTools erstellte CMap hat Informationen bezüglich: KUKA Map, Competitive Advantage gained through gobal standards, securing service contract renewals ensures efficent customers relationship, Service strategies classified into Support system-related strategies, selling service contracts creates customer initimacy and loyalty, Economies of scale leading to lower costs, 6 steps for Managing service networks including Step 1: Identify which products to cover, effective after-sales customer service focuses on customers, Modular design reduces Variable costs, Service strategies classified into Reducing customer risk strategies, service contracts as an alternative mantainance contracts, Employees require Training Process, effective after-sales customer service consists of 3 managerial implications, Step 2: Create a portfolio of service products by analyse parameters governing after-sales support, improvement in system dsign by moving closer to customers, improvement in system dsign by fillig orders for emergency more rapidly, Area Support Center divided into Information Service, warranties minimize fear reagrding equipement reliability, Step 5: Create a after-sales service supply chain considering hierarchy of locations of spare parts, 500 professionals spread over more than 30 countries, Training Process divided into 3 steps Need assessment