售后服务概念的评论【外文翻译】

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1、外文翻译原文ReviewofAfter-SalesServiceConceptsMaterialSource:EBSCOAuthor:PeterFalster1.IntroductionAfter-salesserviceprocessesplayanintegralroleinmanycompanies.Eventhoughtheseprocessesarenotthecorebusinessofengineeringcompanies,servicesareincreasinginimportance.Asproductsintheglobalmark

2、etbecomemoreandmoresimilar,supplychainmanagementandservicesarebecomingkeydifferentiatorsbetweencompanies.High-qualityservicehasbecomeanecessitytoretaincustomersforfuturesales.Aftermarketbusinessalsorepresentssignificantrevenueandgrowthpotentialforcapitalgoodsmanufacturers.Againstt

3、hisbackgroundAccenturelaunchedthe“AftermarketMonitor2005”analyzingtheaftermarketcapabilitiesof58leadingcapitalgoodsmanufacturersintheNordics:“Nordiccapitalgoodsmanufacturersdonotfullyusetheiraftermarketbusinessasastrategicallyimportantsourceofrevenueandprofitability.Only22%ofcompa

4、niessurveyedgenerate>30%oftheirrevenueintheservice&partssector;and36%ofthecompanieshaveexperienced>10%growthintheiraftersalesandservicebusinessoverthelast3years”.IntheAMRResearchreport–august2005itissaidthatservicesrepresent25%ofrevenueandcontribute45%ofprofits.Thefocusinthispaper

5、isonMiddle-of-Life,i.e.theServiceandMaintenancephase.Thus,thepurposeofthispaperistodiscussafter-salesserviceprocessesanditsrelationshipstothetotallife-cycleofaproductingeneral,andbusinessmodels,methodologies,serviceportfolio,performancemetricsandproductionplanningandcontrolinparti

6、cular.2.ServiceNetworksWiseandBaumgartnerquotesGartnerGroupforfoundingthatabuyerofalocomotiveengineendsupspending21timesitspurchasevaluetosupportitsuse.AndAllmendingerandLombregliasuggestthatanyassetthatcostsmorethan10timesitspurchasevaluetouseisclearcandidatefornetworking.Hartel&

7、BurgerstatethatSMEsfinditdifficulttomaintaintheirownworldwideservicenetworksatreasonablecostsandarguethatcompanieshavetobuildservicecooperation.Therefore,theyproposeareferencemodelincludingaguidelinetoforminter-enterpriseservicecollaboration,so-calledservicevirtualenterprise.Avirt

8、ualenterprisecanbrieflybecharacte