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Vol 29 - No 06 - September 2003 After Sales Service - The New Strategic Business Imperative Modern extended enterprises cannot stake their business on any potentially weak links in their supply chain. In this article Steve Downton argues that a supply network can create service excellence as well as business resilience. Increasing the focus on, and improving the delivery of after-sales service is seen as a major reason why leading businesses are achieving growth and profit improvement in an environment where competitors are experiencing little or no growth, with unpredictable revenues and shrinking margins. Page number: 18 Word count: 1460 Related Topics: Customer service Inventory management Supply chain
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