A supply-chain oriented performance measurement system for the after-sales process and network

The growing importance of service reflects the key role played by the after-sales service as a long-term potential revenue source, a mean to uncover customer needs, a strategic driver for customer retention, and a way to allow a continuous improvement of product and service quality. In this context, a definition of Performance Measurement Systems (PMSs) suited to after-sales is very relevant. Since many actors are involved along the after-sale service network, PMSs should adopt a supply-chain or network perspective. This paper presents a PMS structure for the after-sales supply chain, and explores how buyer-supplier relationships influence the deployment and consistency of PMSs between manufacturing companies and their product/service providers. A model which points out six type of mechanisms is proposed to regulate these relationships, which range from open market, where communication of specific measures is defined by contracts, to co-ordination, where the buyer imposes its PMS to the network.