Business Development Management - Aftersales Services

1. BDM
BUSINESS DEVELOPMENT
MANAGMENT
AFTERSALES
Business Development

2. FR
CONTENTS
 TARGETS
 COMPETITIVE ADVANTAGE
 TEAM BUILDING
 NETWORKING & MARKETING
 SUSTAINABILITY
 SERVICE QUALITY
 CUSTOMER REALTIONSHIP
 PARTS & BODY SHOP
AFTERSALES – BUSINESS DEVELOPMENT 2

3. QUARTERLY TARGETS
For F irst Qu arter, a target of 3 0 0 cars p er
month will be set. And for achieving this
target su c c essfu lly an d with in time followin g
fac tors will con sid ered :
• RELIABILITY & VALIDITY
• CREDIBILITY
• CUSTOMER SATISFACTION
• BUSINESS KNOWLEDGE
• COMMITMENT
AFTERSALES – BUSINESS DEVELOPMENT 3

4. FR
COMPETITIVE ADVANTAGE
AFTERSALES – BUSINESS DEVELOPMENT 4
An organization can gain a more significant market share and generate more sales thereby
achieving a competitive advantage.
Business development must include the ability to create superior value for its buyers by
enhancing organizations performance and profitability. Firms can outperform competitors
by developing and acquiring attributes that are unique and rare.
These attributes include:
• ACCES S TO R ES O URCES & HIGHLY S KILLE D LA BO R .
• S UPE R IO R S E RV ICE QUA LITY & CO NV E NIENCE.
• IMPROV ING INFO R MATION S HA R ING.
• CO MMUNICATIO N & DICIS IO N MA KING.
Also, information technology is critical for organizations to create competitive
advantage by allocating human, knowledge, and capital resources effectively
while investing in innovative technologies.

5. TEAM BUILDING
Team building will include recruitment of skilled and technically sound
personals with expertise and experience in their niche.
AFTERSALES – BUSINESS DEVELOPMENT 5
• HUMAN RESOURCES
• HUMAN CAPI TAL DEV ELOPMENT
• EMPLOYEE RET ENSI ON
• T RAI NI NGS AND WORKSHOPS
• DI V ERSI T Y
• REWARD & ACCOUNTAB I L I T Y SYST EM
• I NT ERNAL SOF T WARE FOR B ET T ER
COMMUNI CATI ON

6. FR
NETWORKING & MARKETING
AFTERSALES – BUSINESS DEVELOPMENT 6
A Network consists of a set of relationships, with other organizations including suppliers,
customers, competitors, or other entities. Networking is considered as a strategic tool
for approaching new and existing customers and suppliers.
Networking & Marketing will eventually help in to:
• AT TA IN CR ITICA L MA R KE T INFO R MATIO N CO ST -E F F EC TIV ELY.
• CULTIVATE BUS INES S R E LATIO NS HIPS ,
• MA NAGE SACA RCITY,
• SECURE PRODUC TION FAC TORS,
• CR EATE O PPE RTUNITIES .
• GA IN VA LUA BLE & NECES SA RY R ES O URCES .

7. SUSTAINABILITY
O rgan ization s mu st resp on d to th e c h al len ges from th e market an d
c u stomers, req u irin g effic ien c y an d effec t iven ess to foster an d su stain
comp etitiven ess .
O n e mu st b e ab le to id entif y th e inten sity of comp et ition an d p rofitab ility
of th e au tomob ile in d u str y by an alyzin g comp etitive forc es.
Th e comp etitive forc es in c lu d e th e:
• INTENSITY OF EXISTING COMPETITION.
• THREAT OF NEW COMPETITOR’S ENTRY.
• BARGAINING POWER OF SUPPLIERS.
• BARGAINING POWER OF BUYERS.
AFTERSALES – BUSINESS DEVELOPMENT 7

8. SERVICE QUALITY
Service quality is the perception and judgment of service by customers. A customer’s willingness to
maintain a relationship with a firm depends on their perception of the quality of service that the
firms provide.
In the automobile industry where consumers are changing their tastes and shopping habits, firms
must:
• PROVIDE SERVICES AND PRODUCTS AT BETTER COST,
• PROVIDE BETTER VALUE TO CUSTOMERS,
• ENHANCE SERVICE DELIVERY STRATEGIES.
High-quality service is essential for firms to establish and enhance long-term relationships with
customers.
AFTERSALES – BUSINESS DEVELOPMENT

9. CONTINUED
The quality of service consists of:
1 . SERV I CE DEL I V ERY Q UAL I T Y
AFTERSALES – BUSINESS DEVELOPMENT 9
2. SERVICE CONTENT QUALITY
Service delivery quality is the way in which firms make their services accessible to consumers.
Service content quality is the extent to which firms provide information that is complete,
accurate, and timely to consumers.
One way dealerships can improve their service and develop a quality culture is by
implementing a total quality management philosophy in their organizations. Organizations
can design their HR systems in a way that rewards employees that provide quality services
that surpass customers’ needs.

10. FR
CUSTOMER RELATIONSHIP
AFTERSALES – BUSINESS DEVELOPMENT 10
Customer relationship is a resource because it creates value by increasing sales based on
the employee’s personality.
Relationships and connections are critical elements for suppliers to find and establish
contacts with potential customers for business expansion.
A customer’s perception of how a firm is reliable and responsive in providing a service
will determine the customer’s satisfaction.
Customer relationship management will include:
• USER T RAI NI NG
• WARRANTY SERVI CES
• ONL I NE SUPPORT
• RET URN/REPL ACEMENT
• F EAT URES & B ENEF I TS
• UPGRADES

11. PARTS
• FOCUS ON RUNNI NG I T EMS I N
1 ST Q UART ER .
• I NI T I AT E BART ER SYST EM WI T H
OPEN MARKET
• PURCHASE OF I TMES/PARTS
F ROM OPEN MARKET.
• SAL E OF PARTS I N MARKET TO
ACHI EV E TARGETS.
AFTERSALES – BUSINESS DEVELOPMENT 11
INSURANCE COMPANIES
At initial phase, two to three companies will be chosed based upon their performance. Later more
companies will be added gradually.

12. IN ADDITION, FOLLOWING ACTIVITIES CAN BE CONDUCTED
WHICH WILL HELP EVENTUALLY IN ACHEIVING SET TARGETS:
AFTERSALES – BUSINESS DEVELOPMENT 12
• MI CRO MANAGEMENT AC T I V I T I ES
• I N HOUSE AC TI VI TI ES
• OUT DOOR/F L EET CAMPAI GNS
• B ODY SHOPE CAPMPPAI GNS
• T EAM MEET I NGS
• CUSTOMER MEETI NGS

13. Thank You.
Hassan Ali Atique
haatique@gmail.com