Best practice in the car after‐sales service

Olajide Omotuyi Ehinlanwo (Iomega Europe GmbH, Freiburg, Germany and)
Mohamed Zairi (University of Bradford Management Centre, Bradford, UK)

Business Process Re-engineering & Management Journal

ISSN: 1355-2503

Publication date: 1 December 1996


This is the second part of a study which looks at car after‐sales service in Germany. The study is based on a benchmarking project which included four key players, Fiat AG, Nissan Deutschland, Toyota GmbH and Ford Werke AG. Examines the effectiveness of policies of after‐sales service as adopted by Toyota GmbH and Ford Werke AG. The criteria used covered product policies, distribution, promotion service, price and environmental issues. The effectiveness of each applied set of policies was measured by examining financial results and by asking the participants themselves to establish their ranking using all the above criteria. Concludes with proposed improvements to car after‐sales service, based on best practice.



Omotuyi Ehinlanwo, O. and Zairi, M. (1996), "Best practice in the car after‐sales service", Business Process Re-engineering & Management Journal, Vol. 2 No. 3, pp. 39-53.

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Copyright © 1996, MCB UP Limited

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