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

Overall trends in the data revealed: Customer priorities in supplier selection are product quality and availability of parts. Suppliers perform well, especially for 'opportunity to develop a long term relationship', 'average total operating hours' and 'breadth of supplier's product range'. Joy Global received the highest average satisfaction ratings in 10 of the 16 factors, although Caterpillar was considered the leading supplier for most categories of mining equipment. Account managers make a significant impact in the selection process, alongside the maintenance and services provided. Customers throughout North America are happy with their current supplier but 27% are open to change in the next 5 years. Product quality and reliability was the stand out area identified for improvement, followed by availability of parts and ability to support cost reduction..

Scope

The report is based on responses from a survey of 101 senior managers at operating mines in Canada and the US, responsible for the purchase of equipment for plant and mine operations, along with its consumables. Respondents included a wide range of different commodity groups and both surface and underground mining operations.

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.

Companies mentioned

Caterpillar

Komatsu

Hitachi

Atlas Copco

Sandvik

Liebherr

ThyssenKrupp

Volvo

Eickhoff

JH Fletcher

John Deere

Boart Longyear

Ingersoll Rand

Cummins

Detroit

Drilltech

Metso

Bridgestone

Goodyear

Michelin

Toyo

Surpac

Deswik

Datamine

MineSight

Maptek

Geovia

Wei

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 Joy Global

3.6.3 Komatsu

3.6.4 Atlas Copco

3.6.5 Comparison of leading suppliers

3.7 Leading Manufacturers by Equipment Type

3.8 How Suppliers Differentiated Themselves

3.8.1 Comparison of leading suppliers

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

4.8 Anticipated Switching Within the Next Five Years by Country

4.9 Anticipated Switching Within the Next Five Years by Commodity

4.10 Key Areas for Product and Service Improvement

4.11 Key Areas for Product and Service Improvement by Country

4.12 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 GlobalData

8.4 About GlobalData

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: Caterpillar – Customer Satisfaction Ratings and Average Importance Ratings, 2015

Table 11: Joy Global – 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 by Major Supplier(%), 2015

Table 15: Areas Where Main Suppliers Differentiated Themselves from their Competitors (%), 2015

Table 16: Differentiation by Main Supplier (%), 2015

Table 17: “Would you Choose the Same Manufacturer?” by Country (%), 2015

Table 18: “Would you Choose the Same Manufacturer?” by Main Supplier (%), 2015

Table 19: “Would you Choose the Same Manufacturer?” by Commodity (%), 2015

Table 20: Anticipated Switching within Five Years by Country (%), 2015

List of Figures

Figure 1: Importance Ratings of the Overall Top Five Key Factors When Choosing a Supplier by Region, 2015

Figure 2: Average Importance Ratings vs. Average Performance Rating for Main Supplier, 2015

Figure 3: Areas Where Main Suppliers Differentiated Themselves from Their Competitors (%), 2015

Figure 4: If You Had the Choice Again, Would You Choose the Same Manufacturer? (%), 2015

Figure 5: Areas of Improvement for Equipment Suppliers, 2015

Figure 6: Average Ratings for Key Factors When Choosing an Equipment Supplier, 2015

Figure 7: Average Ratings for Key Factors When Choosing an Equipment Supplier by Mine Type, 2015

Figure 8: Average Ratings for Key Factors When Choosing an Equipment Supplier by Country, 2015

Figure 9: Average Ratings for Key Factors When Choosing an Equipment Supplier by Commodity, 2015

Figure 10: Average Ratings for Key Factors When Choosing an Equipment Supplier by Company Size, 2015

Figure 11: Average Importance Ratings vs. Average Performance Ratings for Main Supplier, 2015

Figure 12: Average Satisfaction Ratings by Region, 2015

Figure 13: Average Satisfaction Ratings by Commodity, 2015

Figure 14: Main Heavy Mobile Equipment Suppliers by Share of Respondents (%), 2015

Figure 15: Caterpillar – Breakdown of Respondents by Mine Type and Mineral (%), 2015

Figure 16: Caterpillar – Customer Satisfaction Ratings and Average Importance Ratings, 2015

Figure 17: Joy Global – Breakdown of Respondents by Mine Type and Mineral (%), 2015

Figure 18: Joy Global – Customer Satisfaction Ratings and Average Importance Ratings, 2015

Figure 19: Komatsu – Breakdown of Respondents by Mine Type and Mineral (%), 2015

Figure 20: Komatsu – Customer Satisfaction Ratings and Average Importance Ratings, 2015

Figure 21: Atlas Copco – Breakdown of Respondents by Mine Type and Mineral (%), 2015

Figure 22: Atlas Copco – Customer Satisfaction Ratings and Average Importance Ratings, 2015

Figure 23: Customer Satisfaction Ratings for Caterpillar, Joy Global, Komatsu and Atlas Copco, 2015

Figure 24: Leading Suppliers by Share of Respondents – Underground Equipment (%), 2015

Figure 25: Leading Suppliers by Share of Respondents – Surface Equipment (%), 2015

Figure 26: Leading Suppliers by Share of Respondents – Software (%), 2015

Figure 27: Leading Suppliers by Share of Respondents – Pumps (%), 2015

Figure 28: Areas Where Main Suppliers Differentiated Themselves from their Competitors (%), 2015

Figure 29: Differentiation by Main Supplier (%), 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: Three Areas for Improvement for Equipment Suppliers by Country, 2015

Figure 39: Top Four Areas for Improvement for Equipment Suppliers by Commodity, 2015

Figure 40: Respondent Countries (%), 2015

Figure 41: Survey Respondents by Mine Type (%), 2015

Figure 42: Survey Respondents by Commodity (%), 2015

Figure 43: Survey Respondents by Company Size (%), 2015

Figure 44: Survey Respondents by Main OEM (%), 2015

Figure 45: Equipment Supplied by Respondents’ Major Supplier (%), 2015

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