A study on customer satisfaction of service and spare parts operations at Bilaspur; Bharat Earth Movers Limited

Abstract

Bharat Earth Movers Limited (BEML ), is a public sector organization manufacturing among others, a variety of earth moving equipments. During the past few years, the top management was worried about the rapid growth in competition in the spares market. Hence a study was initiated to study the spares parts performance at Bilaspur, BEML’s largest spares parts depot in India ( outside production centres). A study on customer perceptions of BEML's practices, both in service and parts supply was also undertaken.