Descrição da estratégia de serviços e pós-vendas em uma companhia de manufatura de base tecnológica

Abstract

The objective of this study was to describe and compare with literature, a framework of strategic themes from service and after-sales of a technology-based manufacturing company. The work is a theoretical review of operations and after-sales strategy and has as a result of research, a description of how to work a computer hardware manufacturing company, compared to the literature. This research highlights the essential elements to be considered in the design of post-sales services associated with technology-based products, based on some approaches proposed in the literature, which are focused on the strategic importance, differentiation and evaluation of the service management system and after-sales. Thus for every environment, every market, every industry, every company and its customers, organizations should identify, among the features, activities and common strategies to after-sales service, which of these will enable supply it at a high level, together with the optimization of existing technology skills.