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Local support key to OEM success in Africa

World Coal,

Suppliers to the African mining industry need to improve their onsite support and product delivery capabilities, finds new survey by Timetric’s Mining Intelligence Center.

In the survey of key decision makers at operating African mines, respondents said that ‘on-time delivery’ and ‘lead time/ speed to deliver and install equipment’ were two of the most important factors when choosing a mining equipment supplier. 

However, when rating the performance of their main equipment suppliers, respondents' satisfaction in these two areas was among the lowest, showing a clear need for improvement. With the global mining industry expanding significantly since 2005, suppliers have been struggling to keep up with demand for products and services. This has led to poorer performance in lead times and deliveries. The research suggests that suppliers can make immediate gains in customer satisfaction by improving local support, facilitating better on-time delivery and reducing lead times. 

Relationship with customers is key

According to Timetric, suppliers should pay particular attention to the relationship they have with their customers. When asked what differentiated their current main supplier from the competition, respondents said their current main supplier was able to differentiate itself on the basis of product quality, understanding their needs, using the latest technologies and their ability to build a long-term relationship.

Cliff Smee, lead analyst at Timetric Mining, said: “A common issue among miners is the lack of local support. African miners work in remote and logistically challenged areas, yet, they would like to see suppliers improve lead times and on-site delivery. Suppliers who do well in Africa often have reputations for punctual deliveries.”

Adapted from press release by Sam Dodson

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