Lean After Sales Service – An Opportunity for OEMs to Ensure Profits

Abstract : Original equipment manufacturers (OEM) have recently recognized that offering after sales services enables higher revenues and profits (for example additional services, spare parts or accessories business). For this reason, OEMs have decided to step up efforts to improve or offer additional after sales services in order to achieve competitive advantages. Moreover, offering after sales services combined with primary products is an appropriate instrument to improve customer satisfaction and loyalty. Due to the increasing competitive pressure in the after sales service sector, methods and instruments have to be identified to sustain a profitable business area. In branch of production, the use of lean production systems turned out as a suitable application to secure and improve competitiveness, to reduce waste in production and to realize sustainable profits. Therefore, in this paper a methodical approach to transfer lean production system (LPS) principles to customer service as well as a qualitative applicability of the principles will be described. For transferring LPS principle to customer service, the reference guideline “VDI 2870 – Lean production systems” published by The Association of German Engineers is used.
Document type :
Conference papers
Complete list of metadatas

Cited literature [24 references]  Display  Hide  Download

https://hal.inria.fr/hal-01387942
Contributor : Hal Ifip <>
Submitted on : Wednesday, October 26, 2016 - 11:33:32 AM
Last modification on : Friday, December 1, 2017 - 1:15:42 AM

File

978-3-662-44736-9_75_Chapter.p...
Files produced by the author(s)

Licence


Distributed under a Creative Commons Attribution 4.0 International License

Identifiers

Citation

Uwe Dombrowski, Constantin Malorny. Lean After Sales Service – An Opportunity for OEMs to Ensure Profits. IFIP International Conference on Advances in Production Management Systems (APMS), Sep 2014, Ajaccio, France. pp.618-625, ⟨10.1007/978-3-662-44736-9_75⟩. ⟨hal-01387942⟩

Share

Metrics

Record views

173

Files downloads

443