Benchmarking of aftermarket supply chains

Abstract In today's increasingly competitive markets, knowledge of customer expectations and an understanding of an organization's current performance can provide companies with a competitive edge. Companies must identify how they compare with world leaders thereby highlighting areas that need improvement and the methods by which they can obtain world class status. 'Best practice benchmarking' sets forth to address these issues and this paper aims lo provide a critical insight into the benchmarking procedure, identify the criteria important to obtaining aftermarket supply chain excellence, and compare the supply chain networks used by best practice companies. The research findings reveal that benchmarking of supply chain activities can provide companies with the ability to achieve aftermarket supply chain excellence through improved service to customers. Supply chain excellence is regarded as vital to the long-term success of world class companies. Furthermore, when it is achieved through the use of best practice benchmarking techniques, the ramifications are unsurpassable.