MONITRR CASE STUDY:The Aftermarket Core Operating Standards (AMCOS) Programme

JCB is one of the world’s top three manufacturers of construction equipment.  JCB employs around 14,000 people on four continents and manufactures equipment for the construction, agriculture, waste handling, and demolition markets.  

JCB wanted to create an industry-leading support programme for its Dealer network enabling them to simultaneously demonstrate their compliance to contractual Service Levels Agreements and demonstrate the embodiment of network operating best practices in the aftermarket – people, systems, processes, tools, etc. Operating best practices known to positively influence aftermarket sales, operating efficiency, and customer experience.  In turn, MONITRR would become the central repository for evidence submission and performance levels.  

Our Approach

We worked with Dealer representatives and JCB Executives to build a database of operating best practices used by top performing Dealers in the construction and agriculture sectors – turning these into standards with evidence requirements, weighting, and submission frequency.  We developed a unique operating best practice algorithm to report on performance and risk profile, and a tailored suite of Key Performance Indicators with data analysis filters.  

The Outcome

The three-year network performance improvement programme was launched and quickly embraced by the network.  The JCB Field Team now work with Dealers in the adoption of best operating practices to improve performance e levels, and Dealers proactively suggest new operating best practices to be included – categorising these as Basic, Intermediate or Advanced standards with different levels of financial incentive.

“Without doubt, this ground-breaking approach to improve Dealer aftermarket performance could not happen with MONITRR.  It has transformed our thinking on where and how Dealer’s should be supported in an evidenced-based way and incentivises Dealers to adopt tried and tested best practices.”

Andy Wust, UK & Ireland Aftermarket Sales Manager