Winning and Retaining Business in the Latin American Mining Equipment Sector, 2015

Published: Aug, 2015 | Pages: 65 | Publisher: Timetric
Industry: Mining | Report Format: Electronic (PDF)

Synopsis
This report provides a detailed analysis of customer preferences throughout the Latin American mining sector, focusing on the factors that influence purchasing decisions and the performance of major equipment suppliers. The analysis is based on Timetric’s extensive survey of over 100 mine managers and procurement managers.

Areas of analysis include:

Customer priorities when buying mining equipment, with ratings of the importance of 18 separate factors, and the satisfaction ratings on 16 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 – Caterpillar, Komatsu and Atlas Copco – including their overall performance ratings, and ratings for each factor relative to its importance.

Rankings of the leading suppliers for each equipment type, with respondents indicating which they viewed as the top suppliers throughout Latin America for trucks, excavators, loaders, shovels, dozers, drills, continuous miners, engines, tyres, pumps and mining software.

Insights into the likelihood of switching supplier, and key action points for suppliers for product and service improvements required.

Summary
Overall trends in the data revealed:

Customer priorities in supplier selection are product quality and availability of parts.

Suppliers perform well, but have lower levels of satisfaction in key areas.

Caterpillar received the highest average satisfaction ratings each of the 16 factors, and was considered the leading supplier for most categories of mining equipment.

Maintenance and service provisions made a significant impact in the selection process, alongside a company's account managers.

Customers in Latin America are happy with their current supplier but one-quarter are open to change in the medium term.

Product quality and reliability was the standout area identified for improvement.

Scope
The report is based on responses from a survey of over 100 senior managers at operating Latin American mines, responsible for the purchase of equipment for plant and mine operations, along with consumables.

Survey respondents came from 14 different countries, including Peru, Chile, Colombia, Brazil, Mexico, Venezuela, Dominican Republic and Bolivia.

This included five different commodity groups and a range of surface and underground mining operations.

Reason 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 ‘Product quality/reliability’ and the ‘Availability of replacement parts’ as most important, with 50% and 42% of respondents, respectively, indicating a need for improvement in those two areas.

Mines were most dissatisfied with cost related factors, namely ‘Maintenance and service costs’ and ‘Lowest (equipment) cost’.

Overall the major suppliers such as Caterpillar, Komatsu and Atlas Copco perform well in terms of customer satisfaction, with Caterpillar particularly dominant across each of the 16 factors examined.

While suppliers' 'maintenance and service provisions' set them apart during the selection process, account managers make a significant impact as the respondents cited 'Demonstrated product was superior', ‘Better understanding of your needs’ and ‘Better timing of contact’ as key differentiating factors when choosing their current main supplier.

The three leading areas for improvement identified by respondents were ‘product quality and reliability’, ‘availability of replacement parts’, and ‘ability to support cost reduction/minimization

 Table of Contents

1 Executive Summary
 
2 Customer Priorities in Supplier Selection 
2.1 Introduction 
2.2 Key Factors When Choosing a Supplier 
2.3 Key Factors When Choosing a Supplier – by Mine Type 
2.4 Key Factors When Choosing a Supplier – by Country 
2.5 Key Factors When Choosing a Supplier – by Commodity 
2.6 Key Factors When Choosing a Supplier – by Company Size
 
3 Supplier Performance and Key Success Factors 
3.1 Introduction 
3.2 Overall Supplier Performance 
3.3 Satisfaction Ratings by Country 
3.4 Satisfaction Ratings by Commodity 
3.5 Leading Suppliers by Category 
3.6 Benchmarking Key Suppliers 
3.6.1 Caterpillar 
3.6.2 Komatsu 
3.6.3 Atlas Copco 
3.6.4 Customer satisfaction comparison of leading suppliers 
3.7 Leading Manufacturers by Equipment Type 
3.8 How Suppliers Differentiated Themselves 
3.8.1 Comparing differentiating factors across the leading suppliers 
3.8.2 Comparison of leading suppliers by country 

4 Customer Retention and Key Areas of Improvement 
4.1 Introduction 
4.2 Post-Sales Satisfaction with Suppliers 
4.3 Post-Sales Satisfaction by Country 
4.4 Post-Sales Satisfaction by Main Supplier 
4.5 Post-Sales Satisfaction by Commodity 
4.6 Post-Sales Satisfaction Comments 
4.7 Anticipated Switching Within the Next Five Years 
4.9 Anticipated Switching Within the Next Five Years by Country 
4.10 Anticipated Switching Within the Next Five Years by Commodity 
4.11 Key Areas for Product and Service Improvement 
4.12 Key Areas for Product and Service Improvement by Country 
4.13 Key Areas for Product and Service Improvement by Commodity
 
5 Action Points and Recommendations 
6 Appendix I 
6.1 Selected Data Tables
 
7 Appendix II
7.1 Survey Background 
7.2 Analysis of the Survey Sample 
7.3 Equipment Sourced from Main Supplier
 
8 Appendix III 
8.1 What is This Report About? 
8.2 Methodology 
8.3 Contact Timetric 
8.4 About Timetric 
8.5 Disclaimer"

List of Tables
Table 1: Highest Average Rated Supplier for Each Factor, 2015 
Table 2: Average Ratings for Key Factors When Choosing an Equipment Supplier, 2015 
Table 3: Average Ratings for Key Factors When Choosing an Equipment Supplier, 2015 
Table 4: Average Ratings for Key Factors When Choosing an Equipment Supplier by Mine Type, 2015 
Table 5: Average Ratings for Key Factors When Choosing an Equipment Supplier by Country, 2015 
Table 6: Average Ratings for Key Factors When Choosing an Equipment Supplier by Commodity, 2015 
Table 7: Average Ratings for Key Factors When Choosing an Equipment Supplier by Company Size, 2015 
Table 8: Average Importance Ratings vs. Average Performance Ratings for Main Supplier, 2015 
Table 9: Average Satisfaction Ratings by Country, 2015 
Table 10: Average Satisfaction Ratings by Commodity, 2015 
Table 11: Caterpillar – Customer Satisfaction Ratings and Average Importance Ratings, 2015 
Table 12: Komatsu – Customer Satisfaction Ratings and Average Importance Ratings, 2015 
Table 13: Atlas Copco – Customer Satisfaction Ratings and Average Importance Ratings, 2015 
Table 14: Comparison of Customer Satisfaction Ratings for Caterpillar, Komatsu and Atlas Copco, 2015 
Table 15: Areas Where Main Suppliers Differentiated Themselves from their Competitors (%), 2015 
Table 16: Differentiation by Main Supplier (%), 2015 
Table 17: Differentiation by Country (%), 2015 
Table 18: “Would you Choose the Same Manufacturer?” by Country (%), 2015 
Table 19: “Would you Choose the Same Manufacturer?” by Main Supplier (%), 2015 
Table 20: “Would you Choose the Same Manufacturer?” by Commodity (%), 2015 
Table 21: Anticipated Switching within Five Years by Country (%), 2015 
Table 22: Anticipated Switching within Five Years by Commodity (%), 2015 
Table 23: Areas for Improvement for Equipment Suppliers, 2015 
Table 24: Key Areas for Improvement by Country (%), 2015 
Table 25: Key Areas for Improvement by Commodity (%), 2015

List of Figures
Figure 1: Number of Active Mines in Key Countries in Latin America, 2015 
Figure 2: Importance Ratings of the Overall Top Five Key Factors When Choosing a Supplier by Country, 2015 
Figure 3: Average Importance Ratings vs. Average Performance Rating for Main Supplier, 2015 
Figure 4: Areas Where Main Suppliers Differentiated Themselves from Their Competitors (%), 2015 
Figure 5: If You Had the Choice Again, Would You Choose the Same Manufacturer? (%), 2015 
Figure 6: Areas of Improvement for Equipment Suppliers, 2015 
Figure 7: Average Ratings for Key Factors When Choosing an Equipment Supplier, 2015 
Figure 8: Average Ratings for Key Factors When Choosing an Equipment Supplier by Mine Type, 2015 
Figure 9: Average Ratings of Key Factors When Choosing an Equipment Supplier by Country, 2015 
Figure 10: Average Ratings of Key Factors When Choosing an Equipment Supplier by Commodity, 2015 
Figure 11: Average Ratings of Key Factors When Choosing an Equipment Supplier by Company Size, 2015 
Figure 12: Average Importance Ratings vs. Average Performance Ratings for Main Supplier, 2015 
Figure 13: Average Satisfaction Ratings by Country, 2015 
Figure 14: Average Satisfaction Ratings by Commodity, 2015 
Figure 15: Main Heavy Mobile Equipment Suppliers by Share of Respondents (%), 2015 
Figure 16: Caterpillar – Breakdown of Respondents by Mine Type and Mineral (%), 2015 
Figure 17: Caterpillar – Customer Satisfaction Ratings and Average Importance Ratings, 2015 
Figure 18: Komatsu – Breakdown of Respondents by Mine Type and Mineral (%), 2015 
Figure 19: Komatsu – Customer Satisfaction Ratings and Average Importance Ratings, 2015 
Figure 20: Atlas Copco – Breakdown of Respondents by Mine Type and Mineral (%), 2015 
Figure 21: Atlas Copco – Customer Satisfaction Ratings and Average Importance Ratings, 2015 
Figure 22: Customer Satisfaction Ratings for Caterpillar, Komatsu and Atlas Copco, 2015 
Figure 23: Leading Suppliers by Share of Respondents – Underground Equipment (%), 2015 
Figure 24: Leading Suppliers by Share of Respondents – Surface Equipment (%), 2015 
Figure 25: Leading Suppliers by Share of Respondents – Software (%), 2015 
Figure 26: Leading Suppliers by Share of Respondents – Pumps (%), 2015 
Figure 27: Areas Where Main Suppliers Differentiated Themselves from their Competitors (%), 2015 
Figure 28: Differentiation by Main Supplier (%), 2015 
Figure 29: Differentiation by Main Supplier, by Country (%), 2015 
Figure 30: If You Had the Choice Again Would You Choose the Same Manufacturer? (%), 2015 
Figure 31: ‘Would you Choose the Same Manufacturer Again?’ by Country (%), 2015 
Figure 32: ‘Would you Choose the Same Manufacturer Again?’ by Main Supplier (%), 2015 
Figure 33: ‘Would you Choose the Same Manufacturer Again?’ by Commodity (%), 2015 
Figure 34: Do you Anticipate Switching to a Different Supplier within the Next Five Years? (%), 2015 
Figure 35: ‘Do you Anticipate Switching to a Different Supplier within the Next Five Years?’ by Country (%), 2015 
Figure 36: ‘Do you Anticipate Switching to a Different Supplier within the Next Five Years?’ by Commodity (%), 2015 
Figure 37: Areas for Improvement for Equipment Suppliers, 2015 
Figure 38: Top Four Areas for Improvement for Equipment Suppliers by Country, 2015 
Figure 39: Top Four Areas for Improvement for Equipment Suppliers by Commodity, 2015 
Figure 40: Latin America Respondent Countries (%), 2015 
Figure 41: Latin America Respondents by Mine Type (%), 2015 
Figure 42: Survey Respondents by Commodity (%), 2015 
Figure 43: Latin America Respondents by Company Size (%), 2015 
Figure 44: Latin America Respondents by Main OEM (%), 2015 
Figure 45: Equipment Supplied by Respondents’ Major Supplier (%), 2015