Services

Service Organization

Problem

The sales management team was responsible for its company's services. The outstanding level of service was a convincing argument in acquiring new and retaining old customers. The cost of the service was included in the sales price of the product. However, this pricing scheme became more and more difficult to maintain because of increasing customer demands for price transparency in the marketplace.

Project Goal

To determine how to manage and position "service" both internally and externally.

Procedure

The project implementation followed these steps:

Service Objectives
• Identification Numbers
• Areas (products, countries)
• Autonomy from Sales
  
  Components of Service
• Standard Services
• Plus Services
• Pricing of the Services
• Employees
  
  Organization of Services
• Options
• Evaluation
• Recommendations
  
  Planning
• 3 - 5 Year Planning
• New Services
• New Regions
• New Applications

Results

The company established an independent service unit. It continued to place tremendous importance on its service offer. Two new tasks were defined: global expansion of the replacement parts business and entry into new business areas.

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