TY - THES

T1 - Audit, Training and Troubleshooting – AT&T Service contracts in Surface mining operations

AU - Ospishchev, Sergey Yurievich

N1 - embargoed until null

PY - 2013

Y1 - 2013

N2 - Mining industry use a lot of heavy equipment, economy, performance and effectiveness of which highly depend on initial quality and operation maintenance and service philosophy. In the current market situation mining companies faces a challenges to save costs of produced ore, including the operational costs, and try to find any appropriate ways to decrease it. One of significant parts of operational costs is equipment service. The project work has the target to research advantages of service offering from original equipment manufacturer (OEM) for Surface Mining customers and add value with Surface Mining Drill Rigs (technical service as sale and marketing tool), including Contracting drilling, in order to consider what are the customers’ expectations - and then how well do Sandvik (as example of OEM in this case) fulfil or exceed those expectations. Overview of existing service practices were presented, including some OEM service portfolio. One of perspective from OEMs point of view types of service described by Neil Miller, (Customer Service, Sandvik Mining) as follows: “The mine manages the maintenance, the OEM supplies the parts, do Audits ,Trains and Troubleshoots = “AT&T”, so basically the OEM handles parts and logistic and supply’s the required experts for product lines and lets the mine manage their mining business, facilities and labour force.” By special method of calculation support service contract data was calculated, given by customers data were compared with, savings and benefits analysed. As result were stated, that OEM offering has obvious advantages for mining companies, and can be used (must have) as good business opportunity and competitive marketing tool. Also some observations and opinions concerning disadvantages and negative effects of OEM services were collected and summarised.

AB - Mining industry use a lot of heavy equipment, economy, performance and effectiveness of which highly depend on initial quality and operation maintenance and service philosophy. In the current market situation mining companies faces a challenges to save costs of produced ore, including the operational costs, and try to find any appropriate ways to decrease it. One of significant parts of operational costs is equipment service. The project work has the target to research advantages of service offering from original equipment manufacturer (OEM) for Surface Mining customers and add value with Surface Mining Drill Rigs (technical service as sale and marketing tool), including Contracting drilling, in order to consider what are the customers’ expectations - and then how well do Sandvik (as example of OEM in this case) fulfil or exceed those expectations. Overview of existing service practices were presented, including some OEM service portfolio. One of perspective from OEMs point of view types of service described by Neil Miller, (Customer Service, Sandvik Mining) as follows: “The mine manages the maintenance, the OEM supplies the parts, do Audits ,Trains and Troubleshoots = “AT&T”, so basically the OEM handles parts and logistic and supply’s the required experts for product lines and lets the mine manage their mining business, facilities and labour force.” By special method of calculation support service contract data was calculated, given by customers data were compared with, savings and benefits analysed. As result were stated, that OEM offering has obvious advantages for mining companies, and can be used (must have) as good business opportunity and competitive marketing tool. Also some observations and opinions concerning disadvantages and negative effects of OEM services were collected and summarised.

M3 - Master's Thesis (University Course)

ER -