Janvier 2006

Presenting the findings of the ongoing Deloitte Global Benchmark Survey on Service and Parts Management, the report focuses on 4 key messages:

• Service business an increasing source of profit
  Among the global manufacturing companies survey, the service business accounts for a significant 46% of profits. The average profitability of the service business is more than 75% higher than overall business profitability. For many companies, overall profitability would be much lower without the service business.

• Service business an opportunity for revenue growth
  The average company benchmarked, representing different industry sectors, captures just 40% of the after-sales service market and 70% of the after-sales spare parts market in servicing what is in essence a “captive market” – their own installed base of products. Very few companies have made significant inroads in servicing customers of competitive brands - a market that is typically 2 to 10 times larger than the captive market. Driving profitable growth through services represents a significant opportunity.

• Service Champions transform their business through service excellence
  Leading companies (“Service Champions”) are transforming their business in three ways. They manage the service business as a growth business, integrating it into the company’s core strategy. They effectively deploy business processes and supporting technology. In addition, they execute effectively by delivering service excellence one customer at a time. Improvements in any of these categories will yield real return, but service champions revolutionize their service businesses by excelling in all three.

• Focus on service business wins customer loyalty
  Most companies tend to focus efforts on product innovation and manufacturing efficiency and fail to dedicate their best resources to improving “back end” aftermarket service capabilities. Few companies master the complexity of their service businesses. By offering customers an attractive total customer care package that ensures that they receive the parts they need to maintain the productivity of their assets, manufacturers can strengthen customer loyalty and gain significant benefits in revenue growth, profit contribution and repurchase loyalty.

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