Measuring the Performance of the Service After Sales Function

Overview

After-sales solutions require a repeatable set of services that address the after-market needs of your customers and their end-customers and suppliers. These after-market needs require your organization to focus on the entire customer/supplier experience from the moment they make contact until their problem is resolved.

APQC has developed 39 standard measures that organizations can use to benchmark their performance in service after sales. The major processes service after sales departments perform are measured to determine:

• cost efficiency,
• cycle time,
• process efficiency, and
• other relevant productivity measures.

Organizations can use these measures to benchmark performance and identify improvement opportunities.