After the Sale: How to Manage Product Service for Customer Satisfaction and Profit

"After the Sale: How to Manage Product Service for Customer Satisfaction and Profit" is the successor to four successful editions of "Service Management Principles & Practices." This book is foundation material for service managers of all levels. Topics include Terms, objectives, benchmarks, financials, forecasting, personnel, organizaitons, training, maintenance technology, inventory management, physical distribution, call management, customer satisfaction, information systems, marketing, quality and professional services.

Joseph D. Patton, Jr. is Chairman and CEO of Patton Consultants, Inc., the leading advisors to management on equipment service, logistics, and support systems. Before founding Patton Consultants in 1976, he was a Regular Army Officer and spent 11 years with Xerox Corporation. He is the author of over 200 published articles and eight books, including Service Management: Principles and Practices, Logistics Technology and Management, Maintainability and Maintenance Management, Preventive Maintenance, and Service Parts Handbook Patton earned a BS degree from Penn State and a MBA in marketing from the University of Rochester. He is a Registered Professional Engineer (PE) in Quality Engineering; a Fellow of both ASQ-The American Society for Quality, and SOLE-The International Society of Logistics; a Certified Professional Logistician (CPL); National Association of Service Managers Life-Certified Service Executive; and has been a member of the AFSM International since their founding. Among the awards he has received are an ASQ reliability award for technology contributions, and he has been awarded the SOLE Armitage Medal for publications three times. He was awarded the Penn State College of Education 1999 Leadership and Service Award and in 2007 received the first ever Lifetime Achievement Award from the Service Industry Association..

Professor William H. Bleuel is executive director of the newly established Customer Institute at Pepperdine University. His expertise lies in the quantitative aspects of business. Bleuel holds a BSEE degree from Carnegie Mellon University, an MS in Statistics from the University of Rochester, and a Ph.D. in Industrial Engineering from Texas A&M University. He specializes in measurement and analysis of business operations, customer satisfaction, loyalty, and retention. Bleuel has held senior positions in engineering, marketing, and service management at Xerox, Taylor Instrument Company, and Barber Colman Company. He has also had experience as general manager in two start-up companies that he co-founded. Bleuel is the co-author (with Joe Patton) of Service Management: Principles and Practices, the landmark work in the field of customer service, which formed the foundation for this book. He is a nationally known lecturer and writer on management and customer service. In 1996 Dr. Bleuel became a Luckman Distinguished Teaching Fellow at Pepperdine University, where he is professor of quantitative methods.