After-Sales Service and Product Quality

Relationship: After-Sales Service and Quality

After-sales service is essential in achieving the quality of a product. We are going to see the relation of the after-sales service with the other processes aimed at achieving quality products and services. The after-sales service is a tool to achieve the best possible business goals.

A. Inputs from the Business Environment

Data or information a company gets from outside the company to improve existing products or to create new ones.

• Needs and expectations of customers: through market research and the results of the after-sales services.
• Competitors: provide a better service than the competitors.

B. Inputs from Within the Company

(Data or information from other departments that influence the performance of the after-sales service)

• Quality strategic plans: processes carried out by the company to achieve certain quality standards that must be met by the after-sales department.
• Sold products or services.
• Characteristics of the product or service. The after-sales service must know all the features, and guidelines of the products/services.
• Process development: after-sales service must keep a record of its actions.
• Quality warranty. The terms and scope of the service must be known to the after-sales service.
• Available resources: human, financial, material, etc.

C. Outputs to Business Environment

(Results of the after-sales service activities to the market)

• Product or service fit for use: result of the services of installation, maintenance and repairs.
• Training for use.
• Customer satisfaction.
• Solution to a complaint and/or claim.

D. Outputs to Other Departments Within the Company

(Information from the after-sales service useful for other departments)

• Information for the control processes. It can collect information valuable for other departments (marketing dept., production dept., logistics dept., etc.).
• Assessment of products and services. With the data obtained, the company can assess customer satisfaction and improve products and services.