1. WINNING AND RETAINING BUSINESS IN THE AUSTRALIAN MINING EQUIPMENT SECTOR,
2014
BY
MARKETSANDMARKETS
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2. Winning and Retaining Business in the Australian Mining Equipment Sector, 2014
Synopsis
 In February and March 2014, Timetric surveyed 110 mine managers, maintenance managers, procurement managers and other key
decision-makers in over 90 operating Australian mines. The survey primarily assessed heavy mobile equipment, however respondents
were also asked about their practices and preferences in areas such as mining software, technology, and maintenance.
 Areas of analysis include:
 Customer priorities when buying mining equipment, with ratings of the importance of 16 separate factors for customers when
choosing mining equipment, including cost factors, supplier attributes and product attributes.
 Ratings of existing suppliers across the same factors, identifying best-performing suppliers and how well suppliers performed versus
the importance of each factor.
 In-depth analysis of the major suppliers, namely Caterpillar, Joy Global, Komatsu and Volvo, including their overall performance
ratings and their ratings for each of the factors relative to its importance.
 Rankings of the leading suppliers for each equipment type, with respondents indicating who they viewed as the top suppliers in
Australia for trucks, excavators, loaders, shovels, dozers, drills, continuous miners, longwall systems, engines, tyres, pumps and mining
software.
 Insight into the likelihood of switching supplier and key action points for suppliers for product and service improvements required.
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3. Summary
 Overall trends in the data revealed:
 Customer priorities in supplier selection are product quality and availability of parts
 Suppliers perform well, but customer satisfaction is frequently lowest in the most important areas for customers
 Volvo and Komatsu received the highest average satisfaction ratings, with Caterpillar considered the leading supplier for most
categories of mining equipment
 Account managers make a significant impact in the selection process
 Although loyal to their suppliers, customers look for improvement in parts availability and product quality
Scope
 Winning and Retaining Business in the Australian Mining Equipment Sector, 2014 published by Timetric Mining Intelligence Centre,
provides readers with a detailed analysis of customer preferences in the Australian mining sector. The analysis is based upon
Timetric’s survey of 110 mine managers, procurement managers and other key decision-makers
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Winning and Retaining Business in the Australian Mining Equipment Sector, 2014

4. Reasons To Buy
 Identify key areas for differentiation by understanding what factors most influence choice of supplier.
 Target product and service improvement areas based on where mining equipment suppliers are currently
underperforming relative to customer expectations.
 Develop successful sales and marketing strategies through an understanding of the leading competitors and their
strengths and weaknesses.
Key Highlights
 When choosing an equipment supplier, respondents rate ‘Production reliability and quality’ and the ‘Availability of
replacement parts’ as most important. However, over half of respondents feel that suppliers need to improve in
the latter.
 Overall the major suppliers perform well in terms of customer satisfaction, however, their weakest ratings were
given for two of the three most important factors for respondents.
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Winning and Retaining Business in the Australian Mining Equipment Sector, 2014

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