This paper focuses on the distribution practices used by the company responsible for Volvo Carsa spare parts and after-sale services, Volvo Car Customer Service (VCCS). VCCS has more than 1500 sales units in Europe, 400 in North America and 500 in rest of the world, with about 23000 employees at its dealers and workshops. The two main goals of VCCS are to increase customer satisfaction and to increase the volume of part sales. The empirical part in this paper is used for illustration of current distribution practices with special focus on spare parts in the automotive industry.The two main goals of VCCS are to increase customer satisfaction and to increase the volume of part sales.
|Title||:||The Distribution Network of Volvo Cars Customer Service (VCCS)|
|Publisher||:||GRIN Verlag - 2012-04-05|