IBM has established a system for providing services to provide service and spare parts for its installed base of computers. The case describes the IBM faces competitive pressure from alternative suppliers of maintenance services (for example, other vendors, third party maintainers and independent retailers) and describes h maintenance requirements of computer users. Describes a number of programs that IBM is committed to improve its after-sales service operations, as well as offering a range of alternatives that IBM is considering implementation. Illustrates the importance of communication and coordination between the different functions in the IBM (for example, between maintenance, production, distribution and marketing), the services provided on a competitive basis, and provide appropriate feedback from the field. "Hide
by Janice H. Hammond, Andrew Dutkiewicz Source: Harvard Business School 26 pages. Publication Date: March 1, 1993. Prod. #: 693001-PDF-ENG
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