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Title: Capturing the aftermarket in engineering organizations: opportunities and challenges
Authors: Johnstone, Stewart
Dainty, Andrew R.J.
Wilkinson, Adrian
Keywords: Aftermarket services
Integration solutions
Issue Date: 2008
Publisher: © IEEE
Citation: JOHNSTONE, S., DAINTY, A.R.J. and WILKINSON, A., 2008. Capturing the aftermarket in engineering organizations: opportunities and challenges. International Conference on Service Systems and Service Management, Melbourne, Australia, June 30 - July 2, pp. 1-5
Abstract: 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 find 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.
Description: This is a conference paper [© IEEE]. It is also available at: http://ieeexplore.ieee.org/ Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copyrighted component of this work in other works must be obtained from the IEEE.
Version: Published
DOI: 10.1109/ICSSSM.2008.4598560
URI: https://dspace.lboro.ac.uk/2134/4607
ISBN: 9781424416714
Appears in Collections:Conference Papers and Presentations (Architecture, Building and Civil Engineering)

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