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. Keywords: applied strategic analysis, balanced scorecard, after-sales service, management, organization JEL codes: L29, M19, M41 DOI : 10.7176/EJBM/11-24-06 Publication date : August 31 st 2019
Highlights
In present-day economic environment every organization acquires a unique set of business processes ensuring value creation for its customers, developing and retaining its customer base within the target market segment as well as satisfying the requirements of its share holders in terms of high financial profitability
The applied strategic after-sales service analysis (ASASSA), a kind of the applied strategic analysis, assumes a complex, comprehensive research of the strategic organization operational activity aspects in the field of the after-sales service of the goods manufactured basing on the after-sales service score of its balanced scorecard
The ASASSA subject refers to the balanced scorecard concept (BSC)’s after-sales service score indicators and the factors specifying them while the object is the strategic organization after-sales service activity aspects
Summary
In present-day economic environment every organization (enterprise, firm, and company) acquires a unique set of business processes ensuring value creation for its customers, developing and retaining its customer base within the target market segment as well as satisfying the requirements of its share holders in terms of high financial profitability. There is a certain value chain model comprising three successive internal business processes: innovative process, operational process and after-sales service (Kaplan & Norton, 1996a). The after-sales service, as one of the internal business processes, entails servicing a customer after the goods and services have been sold and delivered to him. As a rule it is composed of the goods warranty and repair, goods updating, poor quality goods replacement, billing and payment both for the goods sold and customer credit sales. The after-sales service excellence paves the way to the company performance success portrayed by the customer satisfaction
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