After-Sales Service Analysis by Balanced Scorecard

Abstract

The paper treats practical and theoretical aspects of the applied strategic analysis having been developed by the author utilized by an organization in the process of its strategic after-sales service aspects research, the after-sales service score, basing on the score of the same name of the balanced scorecard. The methodology of the research consists of the concept of the balanced scorecard by Kaplan R. S., and Norton D. P. and the concept of the applied strategic analysis developed by the author. The applied strategic after-sales service analysis is assumed to encompass comparative assessment, variances diagnostics and forecast of the balanced scorecard after-sales service score value within the organization strategic 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 goods replacement (in case of the delivery). The applied strategic after-sales service analysis commences with the comparative assessment of the outcome indicators values for the speed of billing, payment for the goods sold, arbitrations settlement and is completed with the forecast of the factoring indicators values of speed of poor quality goods replacement (in case of the delivery). The results can be applied for long-, middle- and short-term managerial decisions development in the field of the after-sales service organization activity. The methodical instruments of the applied strategic after-sales service analysis includes methods of absolute, relative and average values, comparison, grouping, graphical and table methods, correlation-regression analysis, factoring analysis, cluster analysis, as well as expert evaluation method. The conclusion is drawn that the applied strategic after-sales service analysis 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 strategic after-sales service management in the present-day economic environment.