Best practice in the car after‐sales service: An empirical study of Ford, Toyota, Nissan and Fiat in Germany ‐ Part II
Business Process Re-engineering & Management Journal
ISSN: 1355-2503
Article publication date: 1 December 1996
Abstract
This is the second part of a study which looks at car after‐sales service in Germany. The study is based on a benchmarking project which included four key players, Fiat AG, Nissan Deutschland, Toyota GmbH and Ford Werke AG. Examines the effectiveness of policies of after‐sales service as adopted by Toyota GmbH and Ford Werke AG. The criteria used covered product policies, distribution, promotion service, price and environmental issues. The effectiveness of each applied set of policies was measured by examining financial results and by asking the participants themselves to establish their ranking using all the above criteria. Concludes with proposed improvements to car after‐sales service, based on best practice.
Keywords
Citation
Omotuyi Ehinlanwo, O. and Zairi, M. (1996), "Best practice in the car after‐sales service: An empirical study of Ford, Toyota, Nissan and Fiat in Germany ‐ Part II", Business Process Re-engineering & Management Journal, Vol. 2 No. 3, pp. 39-53. https://doi.org/10.1108/14637159610151208
Publisher
:MCB UP Ltd
Copyright © 1996, MCB UP Limited