POWERING CUSTOMER CONNECTIVITY OF PRODUCTS WITH LAST MILE SUPPORT SERVICES: EVIDENCES FROM INDIAN PASSENGER CAR MANUFACTURING

  • Sumeet Singh Jasial Assistant Professor, Amity Business School, Amity University, Noida
  • S S Pal Deputy GM (Retd.) Indian Telephone Industries Ltd., Bengaluru / Raebareli, and Guest Faculty, Amity Business School, Amity University, Noida
  • Sanjeev Bansal Professor and Director, Amity Business School, Amity University, Noida
Keywords: Pre-market functions, Automobile manufacturing, Quality assurance, Servitisation

Abstract

The paper highlights post-production customer connectivity processes in an automobile manufacturing set-up. Identity of post-production processes has been established as a unique in company service operations or pseudo-manufacturing activities. Consequently this research observes that handling these activities purely with a manufacturing focus or with a pure service focus would not be that effective. This paper in-turn proposes a new approach to powering the customer connectivity process in the last mile of a product’s journey from manufacturing to market. The scenario has been addressed in three domains, viz., Post-Production pre-market functions, Product Installation, and Product Liabilities. Through a composite process map of the post-production situations it captures the order winning elements  to pick up opportunities for the possible reinforcement of adding value for money in the last mile activities on the product from company to customer. 

Author Biographies

Sumeet Singh Jasial, Assistant Professor, Amity Business School, Amity University, Noida

A PhD in Management from Amity University, India; an MSc and M. Phil in Statistics. Currently an Assistant Professor and teaches Quantitative Techniques and Operations Management at Amity Business School, India.  Has teaching experience of over nine years. Previously published and presented research papers at national and International level.

S S Pal, Deputy GM (Retd.) Indian Telephone Industries Ltd., Bengaluru / Raebareli, and Guest Faculty, Amity Business School, Amity University, Noida

A mechanical engineer from Banaras Hindu University, India, and currently teaches courses in Production Operations Management area at Amity Business School, India.  Has teaching experience of 8 years and industry experience of over 33 years. Earlier papers appeared among others in Knowledge & Process Management (Wiley), Jr. Economic Quality Control (Würzburg, Germany), Jr.Cahiers du C.E.R.O. (Bruxelles, Belgium), and Jr.Productivity (NPC, India). Contributed empirical and practice-based researches in national and international conferences.

Sanjeev Bansal, Professor and Director, Amity Business School, Amity University, Noida
A PhD in Mathematics from Delhi. Currently Head of Amity Business School at Amity University, Noida. Has teaching experience of about thirty years, Authored and co-authored more than 80 research papers and six books.
Published
2017-05-26
How to Cite
Jasial, S. S., Pal, S. S., & Bansal, S. (2017). POWERING CUSTOMER CONNECTIVITY OF PRODUCTS WITH LAST MILE SUPPORT SERVICES: EVIDENCES FROM INDIAN PASSENGER CAR MANUFACTURING. Brazilian Journal of Operations & Production Management, 14(1), 126-135. https://doi.org/https://doi.org/10.14488/BJOPM.2017.v14.n1.a14
Section
Articles