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

Authors

  • 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

DOI:

https://doi.org/10.14488/BJOPM.2017.v14.n1.a14

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. 

Downloads

Download data is not yet available.

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.

Downloads

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/10.14488/BJOPM.2017.v14.n1.a14

Issue

Vol. 14 No. 1 (2017): March, 2017

Section

Articles

License

Authors who publish with this journal agree to the following terms:

- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

- Authors must have a written permission from any third-party materials used in the article, such as figures and graphics. The permission must explicitly allow authors to use the materials. The permission should be submitted with the article, as a supplementary file.

- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.

- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) after BJO&PM publishes it (See The Effect of Open Access).