Overview: After-Sales Support

Focusing operations on the availability of a product, equipment, or a fleet of vehicles.

Driven to increase productivity and find new opportunities for growth, more and more industrial manufacturers are shifting from an approach based on the sale of products to one based on the sale of services.

Context and challenges

The services provided by these companies vary according to their field of activity:

  • Spare parts dealer
  • Maintenance and repair operations
  • General overhauls or upgrades
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  • Parts repairs
  • Sales based on availability or use (price per hour of use, penalties in the event of unavailability, etc.)

However, in order to provide these services, specific aspects of after-sales and in-service support must be taken into account, such as:

  • A service offering that is often demanding (availability, response times, penalties, etc.)
  • Unpredictable and erratic demand
  • Spare parts with low turnovers and highly inconsistent prices and criticality
  • Long supply lead-times (several months) for new parts
  • Complex repair cycles
  • Unpredictable repair procedures
  • Management of standard exchanges
  • Systems with multiple operational configurations that change over time
  • Parts that may be common to new product flows and after-sales/MRO activities

Several levers can be applied to operational performance. They must be adapted to each situation and organization. Examples include:

  • Identifying service offerings that meet customers’ real expectations
  • Optimizing the distribution network and stock policy in order to meet the requirements of the service offering as cost-effectively as possible
  • Improving forecasting of equipment usage and spare parts sales
  • Optimizing volumes of stocks
  • Improving planning of parts and equipment repair activities
  • Increasing flexibility of manufacturing resources to adapt to fluctuating demand
  • Reducing repair cycles (lean repair)
  • Improving knowledge of the installed equipment and of the implementation of scheduled maintenance
  • Improving control of equipment and part life cycles (start of life, end of life, interchangeability, etc.)

 

How Argon Consulting can help you?

Argon Consulting possesses the expertise and methodologies required to target areas for improvement and implement the relevant measures in terms of after-sales and in-service support.

Our assistance is based on best practices and a capacity for qualitative and quantitative analysis. It aims to define the most appropriate measures for those areas in need of improvement in each situation, and to help those involved to implement the changes required by empowering them to independently achieve sustainable, long-term gains.

Case Studies

Improvement of management practices of maintenance interventions and spare parts stock management