Aligning Strategic Key Performance indicators with operational metrics in After-Sales Services

Given the high market pressure and competition and the search for new market opportunities, manufacturing companies are shifting from a product-centric view to a more profitable customer-centric view. As a result, the After Sales (AS) department is rapidly evolving into an independent business unit perceived as strategic driver in the service chain for ensuring revenues, customer satisfaction and loyalty as well as a continuous improvement of the product and service quality. This importance requires a thorough monitoring and measurement of After Sales Service activities in order to ensure a proper balance between business and operational objectives. Basing on two models created by ASAP researchers, this paper aims at contributing to a better understanding of the factors which influence the performance of After Sales, in order to allow enterprises in relating coherently their corporate After Sales Service strategic performances with those requested at process levels within the service chain and to assess the relationship between operational drivers and financial and competitive results.