Abstract
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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