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Tractor owners rated the original parts highly almost everywhere, so the leakage to will-fit parts came from distance and price, not from quality
A global tractor maker sold genuine parts through its dealers and did not know how much business was leaking to will-fit parts in the open market, or why.
We interviewed more than fourteen hundred people across the chain in eight states: owners, independent mechanics, open-market retailers, cluster distributors and dealers, with photographs of every part to cut recognition error.
Quality was not the problem: owners, mechanics and retailers alike rated the original parts better. Leakage was concentrated where the dealership was far away and discounting thin. The client had the size of the leak, part by part, and the two levers that would close it.
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- The question
- How much of our spare-parts business is going to non-genuine parts, why, and what would bring it back?
- Approach
- Face-to-face interviews with owners, mechanics, retailers, cluster distributors and dealers; part-level demand projection from sales data
- Where
- Eight states and seven parts clusters across India, 2022
De-identified. Names, places and distinguishing details are generalised.
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