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by Jeff Moad, MA Editorial Staff   | Abstract: | Post-sales service isn't just a standard menu item anymore. Now, serving it up strategically can create big new revenue and cost saving opportunities. |
When Kia Motors Corp. (Seoul, South Korea) launched sales of its automobiles in the U.S. 11 years ago, its post-sales service organization didn't have to worry a whole lot about competition from after-market parts manufacturers. That's because there simply weren't enough Kia's on the road to attract major third-party parts competitors or service providers. Today, however, Kia is no longer cruising under the radar. Eighteen months ago the company sold its one millionth vehicle in North America, stimulating intense interest from after-market parts manufacturers. "One million was a trigger point," says Steve Green, director of parts and logistics at Kia Motors America (Irvine, CA). "It's now profitable for [aftermarket parts manufacturers] to go after our installed base. We've seen some aggressive tactics from them." [Click to continue] |