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The Concept

CAAT® is a concept for building competitive advantage by IVCS® and 360° ASVM® concepts.

  • IVCS® (Integrated Value Chain System®) is new concept that integrates QHSE, CRM, services, engineering and production under one roof to generate value.

  • 360° ASVM® (360° Service Value Management®) is a new concept which consolidates all customer-related processes that generate value to the customers and profit to enterprises.

  • CVM® (Customer Value Management) concentrate on Quality & Service Excellence in Services Management, Field Services Management, Pre-Sales, Sales and After Sales process, such as from RFQ stage to order, delivery, commissioning and maintenance stages.

  • VM® (Warranty Management) transform warranty into a source of customer satisfaction and profit center for the enterprises.

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OBJECTIVE

  • Leveraging service management from a cost center into a profit and value centre on pillars of quality, customer satısfaction and profitability

  • Establishing a lean and accountable assessment & reporting infrastructure

  • Effective customer relation management, ticket system, feedback management and complaint management system integrated to CRM, DMS and service management system and a valuable product management integrated with MRP

  • Integration with PDI, quality control, quality assurance and MRP/ERP/ECP and S&OP

  • Bilateral communication and data flow with CRM, marketing and technical sales

  • Integration with purchasing, vendor management and accounting

  • An effective customer support with 7/24 customer support service

  • A powerful network that concentrate on value management in different time zones and locations

  • A perfect and complete service channel with field services teams, after sales services teams, aftermarket solution teams, warehouses and servicing dealer network

  • A sustainable audit mechanism to assess if the aftersales management meet the objectives

  • An effective customer satisfaction system with compliant management and warranty claim management that satisfy customers without any financial loss to the enterprise

  • High profits with efficient spare part & consumable management

  • High performance failure root cause analyses and corrective actions

  • An effective and lean contract management of customers, vendors and distributors

  • Product improvement and development that are integrated with warranty & quality management

  • Online DMS, CRM, aftersales and spare part support on the web environment

 

ADDED-VALUE

  • 360° assessment of the requirements and expectations in service management, field service management, sales and after sales services management

  • Management of different segments of products and solutions under a single organization and a lean strategy

  • Categorization/valuation/optimization of possible services in terms of profitability, customer satisfaction, quality

  • Development and management of high-end services for value optimization 

  • Options under different scenarios that are aligned with the targets, strategies and customer segments of the enterprises in service, spare part and network

  • Establishment and audit of lean, effective and profitable management 

  • Establishment, training and audit of the team, infrastructure and servicing dealer network

  • Establishment of a lean and effective reporting & management system for the assessment of financial & technical metrics, risk management and cost analyses

  • Preparation of complete sets of documents, reports, processes and strategies

  • Coaching and quality-focus production strategies management

What are included in the Concept?

The Concept includes a set of activities listed below which could be applicable to all business fields which provides services, field/site services, after sales services or aftermarket solutions. Our experts have experience in Power Generation, Industrial Applications, Machinery, Automotive, Energy, Telecom, Transportation, Logistics, Construction, OEM Machinery, Defense, Lightning, Energy Grid Solutions, Power Plants and Off-Road/On-Road Vehicles:

  • Administrative Support and Management of Customer Tickets, Complaints and Demand of Services, Parts and Solutions

  • Aftermarket Solutions (OEM/OES/Re-branded) ((Filter Kits, Overhaul Kits, Gasket & O-Ring Kits, Engine Kits, Maintenance/Extended Warranty Kits, Wear/Tears, Parts, Ground Engaging Tools (GETs), Component, Equipment, Tools, Accessories, Lubes, Oils, Booms, Arms, Buckets, Blades, Cutters, Shovels, Teeth, Backhoe Loader Attachments;  Backhoe Loader Hydraulic Breaker Line Power Pack or Telescopic Boom Modification Pack and Hydraulic Lifting-Loading-Handling Solutions, OEM Solutions and other Attachments-Equipment-Components)

  • Aftermarket Solutions Management, After Sales Services Management, Asset Management

  • Audits/Assessments/Visits (Audits to assess the quality of the site works and the performance of the site teams/contractors at projects, Quality Audits to assess the quality of the products contracted or outsourced to contractors and manufacturers, Vendor Audits to assess the capability of the vendors in terms of technical skills, facility, infrastructure, product/service quality, ethics; Dealer-Distributor-Point of Sale Audits to assess the performance and capability of the dealers, distributors and point of sale in terms of technical and commercial skills, facility, infrastructure, capability, customer satisfaction, operations performance, fair trade/ethics; and Customer Site Visits to assess their loyalty/satisfaction and get informed about the new opportunities)

  • Business in Services (Culture Management, Business Excellence, Business Skills, Business Management and Establishment)

  • Business Development (Dealer Support Services, Corporate Customers Contractual Support, Tenders & Bids, Concept Projects, Temporary Projects, Mobile Solutions, etc.)  

  • Coaching Teams, Dealer Network, Workshop Network, Aftersales Centers, Part Re-Seller Network and Service Partners 

  • Commercial Operations (Aftermarket, Dealer Sales, Contractual Sales, Customer Order Management (RFQ, Offer, Purchase Order, Delivery), Procurement for Aftermarket Solutions, Customer Relationship, Satisfaction and Loyalty Management, B2C/B2B/Online International Trade, Import-Export, Logistics, Shipping, Local and International Procurement, Pipeline Management, Free Zone Operations, on-Demand Contracted Customer Delivery Operations) 

  • Communication Skills, Complaint/Conflict Management, Customer-Centric Strategy/Culture & Customer-Focus Approach in Services

  • Configuration/Product Tree/Product Variation/Product Option Management of Aftermarket Solutions, Components, Equipment, Attachments, Projects and Parts 

  • Contracts & Agreements Management (Customers, Corporate Clients, Vendors, Dealers, Service Centres, Part Centres, Bidding Authorities, Directorates, Distributors, EPCS, Agents, Contractors) 

  • Corporate Strategy, Identity and Citizenship (Formulation, Design, Implementation and Management) at Service Organizations

  • Crisis Management, Compliance Management, Cultural Distance Management

  • Customer Consultancy Management (Technical/Financial Consultancy, Economic/Technical Feasibility Reports, Project Finance and Loan Support Services, Audits; and Site Assessments)

  • Dealer Development Services to support the dealers and distributors technically and financially for operational/service excellence

  • Dealer Support Scheme that united Warranty, Spare Parts, Service Operations and Field Services

  • Design and Management of Products and Sales Network of Aftermarket Solutions

  • Design, Establishment and Management of Service Agreements (Extended Warranty, Maintenance, Customers, Dealers, Vendors)

  • Design, Establishment and Management of Services (7/24 Emergency-Site-Field-Supervison-Site-Projects-Contractual-Aftermarket-Warranty/Claims-Workshop-Periodical Maintenance-Installation/Commissioning-Dealer Support-Off-Road Support, Campaigns, Recalls, Overhauls, Project Services, Technical Sales Services, Contractual Services to Clients/Dealers)

  • Design, Establishment and Management of Channels/Network for Sales (Clients, Dealers, Distributors, re-Sellers, Agents, Bidding Authorities and Regulatory Bodies), Procurement (Vendors); Projects (EPCs, Contractors, Third-party Service Providers, Scouts and Project Teams); and Service (Teams, Dealers, Workshops, Aftersales Centers, Part Re-Sellers) 

  • Design, Management & Utilization of Support Help Desk Team, Service Teams, Service Equipment, Workshop/Service Cars

  • Design, Management & Utilization of After Sales Services Performance Metrics Set (samples are below):

    • Customer Loyalty (Number of re-purchasing customers more than once)

    • Customer Satisfaction (Customer ratings in surveys and cold calls, number of tickets per customers and customer segment)

    • Cost of Service (The Cost of Solving the Problem)

    • Dealer Technical Performance (Number of recurred service actions by the dealer)

    • Dealer Sales Performance (The percentage of the actual sales revenues vs. the targeted sales Revenue)

    • Dealer Profit Performance (The percentage of the actual sales profit vs. the targeted sales profit)

    • Efficiency in Service Operations (Rate of Solving Problem at Once)

    • Parts Availability and On-Time Delivery (Performance against the deadlines in Service Level Agreements (SLAs)

    • Qualification of Service Supervisors 

    • Quality/Pricing Ratios of Services/Parts 

    • Revenue Metrics (per Employee, per Product group, per Customer Segment, per Market, etc.)

    • Service Fix-it-First-Time Rates (Performance against the objective of solving the problem at one service)

    • Service Quality (Rate of Decrease in Recurring Failures)

    • Service Response Time (Performance against the deadlines in Service Level Agreements (SLAs)

    • Warranty Costs (The cost of Warranty Claims and Services during the warranty period)

    • Warranty Returns (Number of Failures per machine during the warranty period)

  • Design & Management of Performance & Qualification Assessment Systems in Service Teams

  • Entrepreneurship Skills in Dealer Management, Interpersonal Cooperation and Skills in Customer Service Management

  • ERP/MRP/CRP Management of Aftermarket Solutions, Components, Equipment, Attachments, Projects, Parts and Commercial Operations in Service Management, Field Service Management and After Sales Services Management

  • Excellence of Quality in Service Management

  • Financial Management (Operational Budgets, Forecasts for Sales and Cost of Operations, Sales Pipelines, Profit and Loss Statements, Periodical Financial Performance Reports, Payments & Collection)

  • Maintenance Management, Management Reporting in Services, Site Reporting of Services, Sales Reporting of Parts

  • Marketing, Re-branding and Value Proposition in Aftermarket Solutions/After Sales Services/Customer Support Services/Parts

  • Marketing Communication and Applications (Re-branding and Corporate Visuals to Sales/service Offices, Teams, Dealer Networks, Workshops, Spare Parts and Aftermarket Solutions, Dealer Network Regular Meetings to Dealers at headquarters, Campaigns in Aftermarket Solutions, Marketing Documentation and Media/Social Media Publications of Projects, Service Contracts, Services, Packs and Aftermarket Solutions), Agency Relations, Customer Days, Fairs & Exhibitions and Digital Marketing)

  • Niche Projects (Tools, Attachments, Components)

  • Optimization of Corporate Standards, Strategies, Processes, Procedures, Workflows, Blueprints, Best Operating Practices (BOPs), Documents for Warranty, Spare Parts, Aftermarket, Workshop Services, Site Services, Training, Manuals and Bulletins and After Sales/Aftermarket Contracts with the Customers, Dealers and Vendors in Business Development, Sales Management, Commercial Management, Supply Chain/Warehousing/Inventory Management, Procurement Management, Operations Management, Project Management, Dealer/Distributor Management, After Sales Services Management, Customer Support Management, Aftermarket Solutions Management, Customer Relations Management and Standard Operating Procedures (SOPs)

  • Operations Management in Teams, Dealer Network, Workshop Network, Aftersales Centers and Part Re-Seller Network 

  • Operations Management of Aftermarket Solutions/After Sales Services/Customer Support Services/Parts/Customer Relationship Management/Depots/Warehouses/Facilities/Warranty/Claims

  • Quality Techniques in Service Quality Control Management, Quality-Integrated Aftermarket Solutions/After Sales Services/CRM

  • Quality Management in Competition, Problem Solving-CAPA Activities Management in Aftermarket Solutions/After Sales Services 

  • QHSE (Quality-Health-Safety and Environment) (QC & QA After Sales Processes, After Sales Eligibility Certification, Due Diligence Assessment of Vendors, Product Warranty Returns-Costs-Failure Mapping and Product Development Team Support Services, After Sales Reports Assessment for Product Quality-Warranty Cost-Product Life Cycle; Dealer Service Quality Performance Assessments, Dealer Customer Satisfaction Performance Assessments, Aftermarket Solutions Quality Assessments, Training/Seminar Performance Assessments, PDI Works, FAT Works, QA Certification and Management of IS0 9001, 14001 and OHSAS 18001) 

  • PCM1: Life Cycle Management of Aftermarket Solutions/After Sales Services/Customer Support Services/Parts/Products

  • PCM2: Value Cycle Management of Aftermarket Solutions/After Sales Services/Customer Support Services/Parts/Products

  • PCM3: Life Cycle-Product Cost Management of Products, Services, Solutions, Packs and Systems

  • Project/Product Management in Aftermarket Solutions/After Sales Services/Customer Support Services/Part Projects

  • Project Contractual Services (Field Development, Site Assessment, Due Diligence, Feasibility, Economic Modelling, Specifications, Procurement, Logistics, Integration to Existing, Maintenance, Upgrades, Audits For Quality/Performance/Site Management, QHSE, Permits, Licenses and Incentives)

  • Project Management Services (Design, Procurement, Production, Installation, Commissioning & Maintenance)

  • Performance Assessment and Improvement in Aftermarket Solutions/After Sales Services/Customer Support Services/Parts

  • Publications and Bulletins (Design and Publish Manuals, Books, Catalogues, Lists, Booklets, etc.)

  • Pricing Policies and Applications in different service segments, market segments and customer segments 

  • Process Optimization of Service, Warranty, Parts, Aftermarket, After Sales Services, Dealer Management, Client Order Management; and Technical & Field Sales Operations)

  • Re-branding, Standardization and Development of Dealer Network, Workshop Network, Aftersales Centers, Part Re-Seller Network

  • Restructuring the Business, the Organization, the Departments/Teams and the Portfolio against the objectives of the organization

  • Restructuring After Sales Services, Customer Support Services, Customer Relations Management and Aftermarket Solutions 

  • Retrofits/Upgrades for complete overhaul and upgrade of an engine, drive train, hydraulics or even the machine itself to extend the Life Cycle of the machines

  • Regular Maintenance Services providing cost-efficient maintenance services to customers within a specified schedule

  • Sales Planning, Order Cycle and Management in Aftermarket Solutions/After Sales Services/Customer Support Services/Parts

  • Sales-Corporate (Sales for Bids and Tenders, Corporate Clients, State Offices, Municipalities, Government)

  • Sales-Engineering Services (Owner's Engineering Services, Site Design Services, Service Design Services)

  • Sales-Equipment (Sales of OEM Engines, Transmissions, Drive Train Solutions and other Equipment for Customer Support)

  • Sales-Field (Corporate/Tender/B2B/B2C Sales of Parts, Consumables, Components, Site Services, Dealer Support & Contractual Services, Maintenance Contracts, Extended Warranty Agreements, Aftermarket Kits-Lubricants-Oil-Periodical Maintenance Kits) 

  • Sales-Maintenance Packages (Sales of Maintenance Contracts to customers under different SLAs)(GOLD-SILVER-BRONZE)

  • Sales-Rental (Equipment, Projects and Systems to meet short-term and temporary demands of the Customers)

  • Sales-Technical (Tailor-made/Private Projects and Services to meet demands of the Customers for special requirements)

  • Sales-Turnkey Projects (Turnkey Projects to meet contractual obligations of customers including Feasibility, Design, Procurement, Logistics, Installation, Commissioning, Maintenance, Upgrade)

  • S&OP Management integrated Sales of Products/Solutions/Systems/Packs with After Sales Services/Aftermarket Solutions

  • Satisfaction and Loyalty Management Systems (Design-Implementation-Management-Assessment) of Employees/Customers

  • Standardizing Dealer Network in terms of improved field/workshop/warranty/maintenance/repair/overhaul/project/part service quality, customer care and management, customer support services; and standardized branding, visuals, tools, workshops, tools, service vans and improving their service metrics (qualification of supervisors, response time, fix-it-first time rates, training) and their performance in selling economical, customer-centric parts and aftermarket solutions in terms of quality/pricing

  • Standardization of Contracts & Agreements with the Customers, Dealers, Vendors Distributors and Third-Party Service Providers; and Documents for Warranty, Aftermarket, Parts, After Sales Services, Extended Warranty, Maintenance, Manuals and Bulletins

  • Supply Chain Management of Aftermarket Solutions, Parts and After Sales Services and Warehouse/Inventory Management of the Depots/Warehouses/Facilities/Dealers/Point-of-Sales/Re-Sellers

  • Strategic Selling Skills of Aftermarket Solutions, Stress Management in Service Management and Technical Sales Leads

  • Technical Sales Services to meet demands of the Customers for special requirements

  • Technical Consulting to Dealers and Customers for Fault Finding, After Sales Services Performance Improvement and Warranty

  • Trainings and Seminars (Technical Product and Service Trainings, Dealer After Sales Trainings, Workshop Trainings, Induction Trainings, Field Supervisors Support Trainings, Maintenance Service Trainings and Certification Seminars to Operators, Service Supervisors and Dealer Employees at headquarters to certify eligibility in sales, business development, workshop repairs, maintenance services, site services, warranty, product management, customer relation management, stock inventory management)

  • Warranty and Claim Management including Customer Relations Management, Supplier Relations Management & Cost Management

  • Waste Elimination in Aftermarket Solutions/After Sales Services/Customer Support Services/Parts

  • Web Portals (Design, Establishment and Management of softwares for Dealer Business, Warranty, Service, Performance Sales and Relationship Management (DMS), Customer Relationship Management (CRM), Warranty & Claims Management (WCM), Quality Control Management (QCM), Field Service Management (FSM), Workshop Services Management (WSM), Aftermarket Solutions Order Management (ASOM) and Parts Ordering, Warehousing & Tracking Management (POTM), Dealer Training Portal (DTP)

  • Vendor Management (Quality & Warranty Audits, Warranty Claims; and Performance Check of Vendors, Part Centre and Servicing Dealers) 

The Concept

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