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Pushing worldwide aftermarket support of manufactured goods

Alan Phelan (Alan Phelan is a Senior Lecturer at the School of Computing at the University of Central England, Birmingham, UK.)
John Griffiths (John Griffiths is at the Faculty of Engineering, at the University of Central England, Birmingham, UK.)
Steven Fisher (Steven Fisher is at TRW Aeronautical Systems, Lucas Aerospace, Birmingham, UK.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 2000



In the modern global marketplace, failure to respond to customer requirements can have dramatic effects on the success of manufacturing companies. Supporting customers after the “market” is a key element of such a response. Communication systems can be slow, unresponsive and expensive for large, distributed customer networks. Here a more proactive Internet‐based model is proposed. It uses push technology to provide greater visibility, improve inter‐company relationships, and lower costs. The model was developed at a leading UK manufacturer and a case study illustrates the developmental stages in terms of different types of communication media. This paper contends that information transfer, delivery and control is crucial for the effective management of extended aftermarket supply networks. A CD‐ROM‐based solution (developed by a UK diesel systems manufacturer) is documented, but it is further argued that such solutions may well already be insufficiently inflexible. The paper argues that manufacturing companies should adopt more information‐intensive solutions (such as webcasting, or push technologies) in order to manage the challenges emerging from Internet‐based business and communications.



Phelan, A., Griffiths, J. and Fisher, S. (2000), "Pushing worldwide aftermarket support of manufactured goods", Managing Service Quality: An International Journal, Vol. 10 No. 3, pp. 170-178.




Copyright © 2000, MCB UP Limited

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