Strategic After-Sales Service Analysis Based on Balanced Scorecard in Present-Day Global Economic Environment

Sergey Krylov, T. Kliestik
2021 SHS Web of Conferences  
Research background: In the present-day global economic environment ensuring the high after-sales service efficiency by decreasing the related cost raising thereby their competitiveness rate is recognized as an essential goal of the continuing (core) operations and overall performance of any organization in the long run. The goal is certain to be reached within the outcome strategic after-sales service management. Purpose of the article: The paper considers theoretical aspects of the applied
more » ... s of the applied strategic after-sales service analysis (ASASSA) based on the after-sales service score of the balanced scorecard (BSC) to be applied in the research process of the strategic organization after-sales service activity aspects and its strategic after-sales service management. Methods: The methodology of the research consists of the concept of the balanced scorecard and the concept of the applied strategic analysis developed by the author. Findings & Value added: ASASSA is depicted to encompass comparative assessment, variances diagnostics and indicators forecast of the after-sales service BSC score within the strategic after-sales service goals. The analysis comprises the speed of billing, payment for the goods sold, arbitrations settlement as well as analysis of due updating of the goods delivered, speed of warranty and repair excellence, and speed of poor quality's goods replacement (in case of the delivery). The author draws a conclusion is drawn that ASASSA is a new and sufficiently effective tool to research strategic aspects of the organization after-sales service activity and to form an analytical support for the modern strategic after-sales service management.
doi:10.1051/shsconf/20219206018 fatcat:uewsoutsyfeohoosiutsz3dy3a