Service Management Report
Volume 3, Winter 2008
Main Articles:
Ask the Expert: Interview with Ann Grackin, Chief Executive Officer, ChainLink Research
Feature Article: Bullish about Post-Sale Service, Mike Landry, CTO and Founder, Servigistics
Industry Research
Downton Consulting: Leadership and Best Practices in Strategic Service Management
Historically, product sales have driven company profits. As a result, the aftermarket has suffered from chronic underinvestment in IT and process improvement. However, in today’s global economy, initial product sale margins have eroded to such a degree that it has become virtually impossible for companies to maintain or increase revenues without changing course. Consequently, the value of service is becoming widely recognised as essential in boardrooms. In fact, innovative service strategies, investment in IT and aggressive process improvement are now fundamental in the exploitation of new opportunities for further profit gains. Download the report now.Allen Bonde Group: Knowledge Management Gets Down to Business – The Case for Case-Based Reasoning
As a growing number of organizations realize that knowledge is a strategic asset, Knowledge Management has become a more mainstream business technology. The benefits of more effective sharing of corporate know-how, re-purposing expertise and even automating frequently asked questions or processes, can be significant – providing the right KM tools and approaches are applied. Download the case study.
Case Studies
Juniper Networks: Exceeding Customer Expectations
“The Servigistics solution enables us to have the right part at the right stocking location at the right time, which allows us to minimize downtime for our customer while more effectively controlling our inventory investments,” said Steve Blaz, Vice President of Global Service Operations, Juniper Networks. Download the complete case study now.
Upcoming Events
Munich Management Kolloqium
March 4-5, 2008
Munich, DE
EXCHANGE 2008
April 27–29, 2008
The Fairmont, Dallas, Texas
Field Service US
April 7-10, 2008
Westin La Paloma, Tucson, AZ
Airline & Aerospace MRO & Operations IT Conference
May 22-23, 2008
Frankfurt, DE
Podcasts:
Pressed for time? Try a podcast! Listen to the latest industry news and trends during your work-out, your commute or air travel.
AberdeenGroup: The Convergence of People and Parts
Benchmarking the Alignment of Service Labor and Inventory Management
Strategic Service Management: The Final Frontier
AberdeenGroup: Service as a Profit Center - The CFO's View
Industry News
As Strategic Service Management continues to garner executive level attention, the volume of related news, media and industry analyst coverage, market research, and white papers has dramatically increased. As a result, one of the goals of the Service Management Report is to provide you with the latest Strategic Service Management information.
Managing Automation: Servigistics Integrates Key Service Management Functions
The new version of the Servigistics Service Workforce Management solution is designed to solve the business problems inherent in the current service model, which, according to research firm AberdeenGroup, include disjointed processes, insufficient technology infrastructure, and insufficient performance metrics.: Read the full article now.
Manufacturing Business Technology: Workforce management - Laundry equipment seller cleans up its service operation
Web Services Company, also known as WebLaundry, improved service levels while reducing costs with Servigistics Service Workforce Management solution. WebLaundry, which sells and services laundry equipment to commercial establishments such as apartment complexes, college residence halls, and military bases, uses the Strategic Service Management solution to optimally schedule and route hundreds of field service technicians who service 260,000 washers/dryers across 40,000 locations: Read the full article now.
Directions Magazine: Servigistics' Real-time Field Service Management Command Center
Command Center is a combination of a business intelligence dashboard and a "war room" application. Think of it as a real-time asset management system to ensure customer satisfaction. Landry cited research from the Aberdeen Group that specified the need for effective follow-on service as a requirement for customer satisfaction. In addition, he said, more and more revenue is coming, beyond the initial purchase, from follow-on service. Consumers who get stuck waiting interminably for a service repairman are unlikely to ever do business with that company again: Read the full article now.
Automotive.com: Komatsu America Corp. Successfully Implements Servigistics
Komatsu integrated the Servigistics solution to their current ERP system to manage 2.5 million service parts across one main service location and 8 regional depots. Komatsu selected the Servigistics solution because of its robust functionality and outstanding reputation of success with leading companies around the world: Read the full article now.
Wall Street Journal Online: AGCO Chooses Servigistics for Service Parts Planning and Pricing
AGCO, one of the world's largest manufacturers and distributors of agricultural equipment, seeks to optimize service parts pricing and planning on an integrated, global platform with Strategic Service Management solution. With hundreds of million in global service parts inventory and 2 million planned SKU's, AGCO will utilize the Servigistics solution to offer dealers competitive prices, enhance customer service, and drive efficiencies across the service parts chain: Read the full article now.
servicemanagement365.com: Turn Your Customer Into Your Salesman
Steve Downton outlines how a customer who values what you do for them and who recommends you to others can be worth 10 times the amount they actually spend with you. The key to tapping that resource is customer service from the field engineer upwards. Read the full article now.
Logistik für Unternehmen: Service Parts Management in the Fast Lane
How Subaru of New England optimised its spare parts distribution centre using Servigistics Service Parts Management… more info / klicken Sie hier.
