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Synopsis
This report provides a detailed analysis of customer preferences throughout the North 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 101 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 current suppliers across the same factors, identifying the best-performing suppliers and how well suppliers performed versus the importance of each factor.

- In-depth analysis of the major suppliers Caterpillar, Joy Global, Komatsu and Atlas Copco, including their overall performance ratings and their ratings for each of the factors relative to its importance.

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

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

Summary
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.

Key Highlights
- When choosing an equipment supplier, respondents rate ‘Product quality/reliability’, ‘Availability of replacement parts’ and 'Maintenance and service costs' as most important.

- Overall the major suppliers such as Caterpillar, Joy Global, Komatsu, and Atlas Copco performed consistently well in terms of customer satisfaction.

- Account managers make a significant impact in setting a manufacturer apart from the competition as the respondents cited 'Better timing of contact', ‘Better ability to build long-term relationships' ‘Better understanding of your needs’ 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 spare parts’, and ‘ability to support cost reduction'.

Table Of Contents

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