After the Sale: How to Manage Product Service for Customer Satisfaction and Profit

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Solomon Press, Jan 1, 2000 - Business & Economics - 406 pages
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An updated version of the authors' which explains the organizational goals of those involved in field servicing such durable products as cars, medical instruments, electrical power, telecommunications, farm equipment, and industrial plants. Written by a management consultant and a specialist in quantitative aspects of business at Pepperdine U., topics include service forecasting, personnel and motivation, maintenance technology, inventory management, service training, physical distribution, information systems, marketing, quality control, and accounting. Annotation c. Book News, Inc., Portland, OR (booknews.com)

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Contents

INTRODUCTION 1 More than 70 of the American gross national product and eight
1
TERMS AND DEFINITIONS
17
SERVICE OBJECTIVES RESPONSIBILITIES
43
Copyright

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activities America Online Andrew Pettigrew automobile average bathtub curve bill of lading budget built-in test equipment call duration callback called shotgunning checkout competition compo computer programs configuration management corrective maintenance cost critical critical path analysis Critical Path Method Customer Relationship Management customer satisfaction customer service customer's David McClelland delivery demanufacture depreciation determine develop Econometrics economic order quantity economies of scale effective employees engineering engineering change orders equipment evaluation example expected expensive Exponential smoothing factors failure FedEx field service FIFO fixed costs forecasting Frederick Herzberg function goals half-life happen tomorrow Harvard Business Review Heathkit Herbert Meyer holidays 80 However identify improve inertial guidance system Input/Output installation interac inventory Inventory turnover John Goodman Ken Blanchard learning learning organizations LIFO linear regression logistics mance marketing Marketing Mix measure ment mentation miles per gallon Minute Manager monopolistic competition moving average MTBF nylon bands often oligopoly operating oscilloscopes OSHA outsource packaging pager Penetration pricing performance performance appraisal person personal computer personnel Pitney-Bowes planning predict Predictive Maintenance present value preventive maintenance Printed circuit boards problem profit progressive discipline Psychological pricing quantity quantity discounts reliability repair repairs and operating reports response Robinson-Patman Act safety stock scheduled scientific model series analysis service call service level agreements service management service marketing service organization service product service technician SKUs Sole proprietorship space shuttle programs specific spreadsheet strategic service management technical tion transfer prices transportation trouble found typically United Parcel Service uptime variable costs warranty Xerox zero defections Zone pricing

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