After sales service: key settings for improving profitability and customer satisfaction

Abstract

This paper presents a performed study to develop and improve the process of after sales of a Latvian company specialized in manufacturing fish processing equipment. The project was developed based on an action- research methodology. During the first stage of the study, the current after sales process was analysed to identify the issues and possible improvement opportunities that could be implemented later on. Data were collected through surveys and analysed, resulting in a series of improvement proposals discussed with the board of the company. At a later stage of the study, improvements were implemented such as the introduction of new services, development of new process diagrams and improvements of the spare parts management strategy. To conclude the study, the new services were offered and presented to customers and the trial period for the new after sales methodology was started.