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Power Plant Maintenance Repair and Overhaul (MRO) Services in North America
Frost & Sullivan, Dec 2004
Identifying and Meeting End-user Requirements Key to Market Growth
End users in the power plant maintenance, repair, and overhaul (MRO) services market are clear and exacting about their requirements from service providers. While the market is loaded with opportunities, sustaining customer loyalty is the challenge. Participants that effectively identify and satisfy customer requirements are more likely to expand their market share.
This Frost & Sullivan research service offers an insight into the power plant maintenance repair and overhaul (MRO) services in North America. The research service quantifies factors such as value for price, quality of work, speed of response, technical expertise, customer service, lead time, innovation, and quality of relationship based on extensive interviews with end users of MRO services. It also offers in-depth information on boiler, steam turbine, and gas turbine MRO services.
Competitive Bidding Opens Opportunities for MRO Service Providers
An increasing number of power plant operators are opting for competitive bidding, with over 70 percent of MRO service contracts already being available through competitive bidding. While a few end users exclude their existing service providers from the bidding process, eliminating the chance of contract renewal, certain others choose to renew current contracts with their MRO service providers.
To incumbent MRO service providers, their ability to retain existing customers is important, and any likelihood of non-renewal should be viewed as a serious threat, explains the analyst of this research. However, the MRO service bids at power plants currently being serviced by competitors should be viewed as opportunities for growth and increasing market share.
Understanding Customer Satisfaction and Selection Factors Vital to Retaining End Users
Primary drivers of satisfaction in segments such as boiler and gas turbine MRO services range from speed of response, technical expertise, quality of work, value for price, and industry experience to customer service, observes the analyst. Sub standard quality of spares, unsatisfactory customer service, and poor value for money coupled with inadequate technical capability are the main source of dissatisfaction among end-users.
To gain and retain customers, MRO service providers must comprehend the selection criteria used by customers while opting for a particular service provider. This information will enable participants to formulate strategic policies to offer end users enhanced and satisfactory services.
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