TY - GEN
T1 - Capturing the aftermarket in engineering organizations
T2 - 5th International Conference on Service Systems and Service Management, ICSSSM'08
AU - Johnstone, Stewart
AU - Dainty, Andrew
AU - Wilkinson, Adrian
PY - 2008/9/26
Y1 - 2008/9/26
N2 - The provision of additional services to accompany the sale of products is increasingly central to the business strategies of companies in manufacturing and engineering, often referred to as aftermarket services (AMS). The purpose of this paper is to explore the experience of expanding AMS in the context of a leading organization in the engineering sector. The paper explores the meaning of - and rationale for - AMS provision and the manifestations of aftermarket service offerings. AMS enthusiasts envisage an array of benefits including: higher margins, better exploitation of an installed asset base and smoother revenue streams. However, the paper reveals that whilst organizations may And lifecycle AMS attractive, the transition to becoming an integrated provider of product and AMS is likely to be more complex than much of the extant literature suggests.
AB - The provision of additional services to accompany the sale of products is increasingly central to the business strategies of companies in manufacturing and engineering, often referred to as aftermarket services (AMS). The purpose of this paper is to explore the experience of expanding AMS in the context of a leading organization in the engineering sector. The paper explores the meaning of - and rationale for - AMS provision and the manifestations of aftermarket service offerings. AMS enthusiasts envisage an array of benefits including: higher margins, better exploitation of an installed asset base and smoother revenue streams. However, the paper reveals that whilst organizations may And lifecycle AMS attractive, the transition to becoming an integrated provider of product and AMS is likely to be more complex than much of the extant literature suggests.
KW - aftermarket services
KW - integration solutions
KW - service
KW - solutions
UR - http://www.scopus.com/inward/record.url?scp=52249089607&partnerID=8YFLogxK
U2 - 10.1109/ICSSSM.2008.4598560
DO - 10.1109/ICSSSM.2008.4598560
M3 - Conference contribution book
AN - SCOPUS:52249089607
SN - 9781424416721
T3 - 5th International Conference Service Systems and Service Management - Exploring Service Dynamics with Science and Innovative Technology, ICSSSM'08
BT - 5th International Conference Service Systems and Service Management - Exploring Service Dynamics with Science and Innovative Technology, ICSSSM'08
PB - IEEE
Y2 - 30 June 2008 through 2 July 2008
ER -