In this paper published in “Indian management”, Dr TR Madan Mohan, Rudresh Basavarajappa and R Ganapathy describe stages of aftermarket maturity and how to traverse from initial stages to more evolved stages. The maturity model is a useful framework for all OEMs and their dealers across industries such as heavy equipment, automotive, construction, medical, industrial equipment and agricultural products industries where post-sale support exists.
In this paper published in Indian Management, Dr TR Madan Mohan, Rudresh S Basavarajappa and R Ganapathy describe why aftermarket or after sale process is important from revenue and customer engagement perspective. The paper describes a comprehensive aftermarket framework consisting of service operation, service resource, service product and service organization dimensions. OEMs and their dealers across different verticals like automotive, construction equipment, mining and heavy equipment industries can benefit from uncovering the inefficiencies in their aftermarket operations and grow sustainable revenues.