Reform of the After-Sales Service Department in the Machinery Manufacturing Industry: Evolution of Offensive and Defensive Strategies

Towards evolution as a service department that generates profit through solution provision, in addition to 'maintenance and repair support'!

The after-sales service department of an industrial machinery manufacturer is facing challenges such as "moving away from being a repair shop," "strengthening non-technical skills," and "acquiring value creation capabilities." At the same time, it also faces safety-related challenges such as "skill inheritance," "pursuit of zero accidents," and "prevention of safety measures becoming mere formalities." This time, we will consider these two aspects separately. In the process of fostering a safety culture, what is important is not symptomatic treatment (improving questions with low scores in safety culture diagnosis, which indicates low safety awareness), but rather generating solutions to root causes (exploring the "implicit values that have become taken for granted," which are the essence of safety culture, and establishing desirable norms). The unique feature of Jeck's consulting lies in generating these solutions. *Details of the program can be viewed through the related links. For more information, please feel free to contact us.

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