Digital Enterprise Unit. White Paper. Reimagining the Future of Field Service Management with Digital Technologies
|
|
- Job Crawford
- 8 years ago
- Views:
Transcription
1 Digital Enterprise Unit White Paper Reimagining the Future of Field Service Management with Digital Technologies
2 About the Author Rahul Trisal Rahul is a senior Digital Strategy Consultant with TCS' Digital Enterprise group focused on developing business-to-consumer and business-to-employee strategies (both from a business and technology perspective) for mobility, social and analytics. He has executed several mobility, social and multichannel strategy engagements over the last five years for customers in the USA, Peru, South Africa, UK and India. He brings wide ranging expertise across industries such as Banking, Insurance, Pharmaceutical and Manufacturing among others. In the mobility space, he has worked in the areas of business use case identification, business roadmap optimization, BYOD, and mobility infrastructure such as MADP, MDM product evaluation, mcoe setup, mobile security evaluation and integration strategies. Rahul holds a Master's degree in business administration and Bachelor's in Engineering.
3 Abstract After sales service is critical for an organization to retain lucrative maintenance contracts. It contributes substantially to the revenue stream during the life cycle of the product. It also creates more cross sell and up sell opportunities by placing the organization in proximity with the customer on a regular basis. Field service management plays a key role in the efficient management of after sales service contracts. However, it currently faces several challenges that impact productivity and customer experience. This includes over-reliance on scheduled maintenance which leads to the inability to predict failures. In addition, without real time visibility into critical information, scheduling tasks and resource management becomes difficult. Poor knowledge management and the lack of automation are other challenges that act as roadblocks for field engineers and service managers. There is tremendous opportunity for organizations to leverage emerging digital technologies commonly referred to as the Digital Five Forces (Mobility and Pervasive Computing, Cloud, Big Data, Artificial Intelligence & Robotics and Social Media) to redefine key field service management processes. While there have been some productivity enhancements over the last few years through the use of mobility solutions, organizations can do a lot more to improve efficiencies in field service management. This whitepaper covers the challenges in field service management and suggests a digital approach to reimagine current business processes for superior customer service, cost reduction, and productivity improvement.
4 Contents Introduction 5 Understanding the current business processes in field service management 5 Primary roadblocks to effective field service management 6 Reimagining the future of field service management 8 Conclusion 10
5 Introduction Enterprises across the globe are facing unprecedented changes in business operations due to the convergence of new digital forces consisting of mobility and pervasive computing, cloud, big data, artificial intelligence & robotics and social media. Field service management teams need to not only rethink current processes but also meet the rising customer expectations through a more optimized and efficient business model. The field service management function for most Original Equipment Manufacturers (OEMs) can be broadly classified into two categories based on the size and cost of the manufactured item and the end user of the product. The first includes low to medium priced manufactured goods and caters to retail consumers. The second category focuses on equipment which is manufactured for large industrial organizations. This paper is more focused on challenges in field service management of equipment and machinery used for servicing large manufacturing units, and the futuristic solutions to mitigate these challenges. Understanding the current business processes in field service management The sale of machinery and equipment to large industrial units involves servicing contracts of a much longer duration compared to annual contracts signed with retail customers. There are six major steps in the current field service management processes as illustrated in figure Customer Reports outage to the call center or service manager Dispatcher and Service Manager Assigns task to the field engineers and keeps track of task status Field Service Engineer at the office Monitors the scheduled maintenance logs Identifies the manuals, equipment, and spare parts required for servicing 5 Field Service Engineer at the office Generates invoices at office and updates the completion/follow up records of service request Assesses and services the equipment. If new spare parts are needed, places the order over the phone or at office 4 Field Service Engineer at the service location Figure 1: Current processes in field service management 5
6 The process starts with a service request from the customer to the service manager or company call center due to an outage or scheduled maintenance. The service manager communicates the timelines to the customer for the execution of the service request based on the urgency and available time slots. The task is then assigned dynamically to the field engineer, who needs to identify the paper based manuals, equipment, and spare parts that may be required for the servicing. On arriving at the customer site, the service engineer assesses the equipment and refers to the manuals for confirmation. The engineer will also evaluate if new spare parts need to be installed and place an order immediately over the phone or make a note of the requirement if it is unavailable. The service manager receives an update once this process is complete. In the next step and on reaching the office, the service engineer raises a request for spare parts, and completes the servicing report and request for invoice generation. Due to a lack of integrated IT solutions, there are many challenges in accomplishing these tasks, which in turn lead to customer dissatisfaction and lower productivity of field service engineers. Primary roadblocks to effective field service management Reliance on scheduled maintenance rather than predictive maintenance Field service management is a complex balancing act between maintenance needs and costs. High maintenance means deploying more resources and higher costs. At the other extreme, low equipment maintenance could lead to failure or outages which in turn impacts production and worker safety. Currently, most large OEMs have a standard maintenance schedule for servicing industrial equipment. However, this may not be the ideal solution as there are unpredictable factors such as environment, equipment age and usage, production schedules, among others that could drastically impact maintenance schedules. Over-reliance on scheduled maintenance, therefore leads to several gaps in maintenance needs since it does not detect possible risks and failure patterns that could lead to equipment downtime. This is pushing OEMs to adopt predictive maintenance strategies that help in early identification of equipment failure. Lack of remote monitoring tools In the traditional approach, service engineers travel to the customer site once a request is raised. This can be both time consuming and cost prohibitive. The inability to conduct an initial diagnosis before reaching the customer site, reduces the productivity of service engineers. Poor visibility into field force activities A typical day for a field service engineer includes a lot of dynamic and interdependent elements such as time taken for each customer task, unforeseen issues during servicing, critical outages scenarios, and so on. The lack of real time visibility into these activities, can result in field service managers spending valuable time and effort in 6
7 managing schedules to ensure all tasks are carried out within appropriate timelines. It also makes it harder to commit timelines for new servicing requests without immediate access to critical information on the availability and workload of field engineers. Loss of expertise and knowledge The timeframe for planning the scheduled maintenance of large equipment depends on the complexity and the type of maintenance being carried out. During this time, the field engineer can also inspect and understand the kind of maintenance procedures that are required. In most cases, the actual maintenance is carried out after a few months. Service engineers responsible for previous maintenance may have left the organization, taking with them, their knowledge and understanding of the equipment and customers' business. This loss of expertise and knowledge impacts the efficiency and productivity of new resources. Capturing tacit human knowledge helps in imparting proper training and improves productivity and efficiency. Lack of real-time information on spare parts Once the service engineer reaches the customer site and assesses the equipment, a timeframe for servicing needs to be provided. Without adequate information on spare parts, it is difficult to commit to a specific date for completion. This is complicated further, in case the spare part is out of stock and has to be ordered. This in turn could lead to delays and customer dissatisfaction. Such a scenario is most likely to happen during an unscheduled maintenance or while inspecting the equipment for a scheduled maintenance, which uncovers the need for an unplanned part replacement. Better visibility into spare part availability will ensure that all servicing requests are carried out on time, thereby improving customer experience. Use of physical field service manuals A majority of the field service engineers still carry large and heavy paper based procedure or repair manuals. These are not only cumbersome to carry, but also lead to additional printing costs every time changes are made to the manual. Delay in report filing and invoice generation The time lag between service completion and invoice generation is another critical challenge faced by OEMs. It can take between three to four weeks leading to loss in terms of revenue realization. The delay is mostly due to paper based reports that need to be completed by field engineers at the office and signed-off by customers before generating the invoice. 7
8 Reimagining the future of field service management OEMs can leverage the digital forces to redefine each of the steps across the process cycle in field service management. This reimagined business process transformation is illustrated in figure 2. 1 Varied data sets, predictive models for insight generation Predictive maintenance alerts rather than scheduled maintenance 2 Sensor data inputs from machinery and equipment Analytics & Big Data Dispatcher and Service Manager 3 Remote Monitoring and Repair Evaluates if the repairs can be done remotely. if not, provides diagnosis Assigns Task to Field Engineers and keeps track of task status 6 Mobility & Pervasive Computing 5 Social Media 4 Field Service Engineer at the office Uses an ipad app to Access field/repair manuals Get real time view of spare part inventory Achieve closure report and for invoicing Field Service Engineer at the service location Based on the preliminary analysis from remote diagnosis, uses Enterprise Social networking tools for training and to gain insights from experts on the particular issues Field Service Engineer at the office Figure 2: Reimagining field service management processes In the following section we delve deeper into how these digital forces can be used to create more efficient field service management processes. Predictive maintenance to increase equipment uptime With Big Data going mainstream, large equipment manufacturers are looking to shift from scheduled to preventive maintenance. Typically, OEMs use a large number of sensors to capture data on key parameters of equipment performance in near real-time. The sensor data along with other key data sets are stored in a Hadoop based environment and various predictive models are then used to assess the equipment condition and generate maintenance alerts as and when required. Early identification of risk factors and possibility of failure reduces maintenance costs and untimely outage. 8
9 Remote diagnosis and troubleshooting for improved productivity Remote diagnostic tools should be used as a first line of attack to assess the reported outage. They assist in scheduled maintenance through monitoring and analyzing key equipment parameters. Remote monitoring empowers field service managers with data points through dashboards and reports that can be used to troubleshoot the problem remotely, if possible. Even if remote trouble shooting is not feasible, field engineers can conduct an initial diagnosis to identify the spare parts that need repair. Such an approach equips them with the right information and they can thus complete the task quickly at the customer site. This helps optimize costs by cutting down on the number of and time taken during field visits. Knowledge management, collaboration and training through Enterprise Social Networking Solution Human expertise and knowledge is critical to the success of field service management. A robust enterprise social networking solution serves as a knowledge management and collaboration platform where blogs, wikis, document storage, etc., are used to capture the tacit knowledge within the organization. Dedicated ideation platforms support crowdsourcing of new ideas that can drive innovation across processes and customer service offerings. Features such as 'find an expert' can be used through mobile devices to gain access to the right expertise while on the customer site. Social networking tools also prove to be useful for training recently recruited field service engineers. Increasingly, gamification is another area that is being used by organizations for a more emerging and immersive training experience. Motivating employees through gaming concepts such as badges and reward point systems on completion of training creates a sense of recognition for employees and at the same time helps organizations identify leaders for various skill sets. Better scheduling for planning workforce requirements Field Service Management units within an organization need to adopt analytics driven workforce management solutions to automatically generate schedules and routes for field service technicians. Continual update of job status through on site - reporting and service completion task tracker, GPS locator and other such inputs can allow a service manager to gain real-time visibility on his resources and better allocate them for pending requests. This practice helps organizations hit service windows and meet SLA compliance. Mobility solutions for real time visibility into spare parts inventory Field engineers need instant access to information regarding spare parts availability in order to prevent delays in completing service requests. A mobile application connected with a back-end inventory management system can provide the field engineer real time visibility on a handheld device at the customer site. In case the spare part is unavailable, alerts can be sent to the right team to initiate the procurement process. It also leads to lower servicing time and drastic improvements in productivity. 9
10 Digitization of field service manuals for easy access to information Immediate access to highly specialized information is critical for operations, service, repairs or maintenance during field visits. Bulky and outdated paper-based manuals can be replaced with digital alternatives that are simpler to use, more cost-effective as well as less time consuming to prepare and update. It also allows field engineers to access critical information anytime, anywhere using mobile devices. Many field service technicians in manufacturing industries are using wearable devices to get a real time maintenance view through videos, hot spots, and similar techniques in hands free mode. Mobility for service closure reports and invoice generation Accelerating cash flow and revenue realization depends on the timely generation of service closure reports and invoices. Mobile solutions assist field service engineers in completing these tasks while at the customer site as soon as the request is completed. Features such as customized invoice templates, auto population of customer details such as name and location as well as integration with the accounting system can optimize the billing process and accelerate payment processing. Conclusion Considering the potential impact and benefits of the digital five forces, it is imperative for service organizations to review and redefine the current processes in field service management. This can help them improve service standards and workforce productivity, ultimately leading to better topline and bottom line growth as well as higher customer satisfaction. 10
11 About TCS' Digital Enterprise Unit TCS adapts the capabilities of the digital five forces Mobility and Pervasive Computing, Big Data and Analytics, Social Media, Cloud, and Artificial Intelligence & Robotics to the unique needs and opportunities of each industry. We leverage a combination of these technologies to help clients digitally reimagine their business models, products and services, customer segments, channels, business processes, and workplaces to gain sustained competitive advantage. Our experienced global team includes strategy experts, business analysts, digital marketers, user experience designers, data scientists, and engineers trained and certified in the latest technologies. By combining our technology vendor partnerships, our pre-built customizable products and reusable assets, and our deep industry expertise, we offer enterprises everything they need for a complete digital transformation from strategy and use cases, to system implementation and maintenance and everything in between. Contact For more information about TCS Digital Enterprise Unit, contact digital.enterprise@tcs.com Subscribe to TCS White Papers TCS.com RSS: Feedburner: About Tata Consultancy Services (TCS) Tata Consultancy Services is an IT services, consulting and business solutions organization that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineering and TM assurance services. This is delivered through its unique Global Network Delivery Model, recognized as the benchmark of excellence in software development. A part of the Tata Group, India s largest industrial conglomerate, TCS has a global footprint and is listed on the National Stock Exchange and Bombay Stock Exchange in India. For more information, visit us at IT Services Business Solutions Consulting All content / information present here is the exclusive property of Tata Consultancy Services Limited (TCS). The content / information contained here is correct at the time of publishing. No material from here may be copied, modified, reproduced, republished, uploaded, transmitted, posted or distributed in any form without prior written permission from TCS. Unauthorized use of the content / information appearing here may violate copyright, trademark and other applicable laws, and could result in criminal or civil penalties. Copyright 2015 Tata Consultancy Services Limited TCS Design Services I M I 02 I 15
Digital Enterprise. White Paper. Capturing the Voice of the Employee: Enterprise Social Media Monitoring and Analytics
Digital Enterprise White Paper Capturing the Voice of the Employee: Enterprise Social Media Monitoring and Analytics About the Authors Praveen Mishra Praveen Mishra is a Business Development Lead with
More informationBusiness Process Services. White Paper. Optimizing Extended Warranty Processes by Embracing Analytics
Business Process Services White Paper Optimizing Extended Warranty Processes by Embracing Analytics About the Author Dr. Anuj Prakash Anuj Prakash is a part of the TCS Analytics and Insights Practice,
More informationDigital Enterprise. White Paper. Multi-Channel Strategies that Deliver Results with the Right Marketing Attribution Model
Digital Enterprise White Paper Multi-Channel Strategies that Deliver Results with the Right Marketing Model About the Authors Vishal Machewad Head Marketing Services Practice Vishal Machewad has over 13
More informationBusiness Process Services. White Paper. Automating Email Management: Managing Workflow Effectively
Business Process Services White Paper Automating Email Management: Managing Workflow Effectively About the Authors Deva Latha S. Assistant Consultant Deva Latha has over nine years of experience in Business
More informationBusiness Process Services. White Paper. Configurable, Automated Workflows: Transforming Process Effectiveness for Business Excellence
Business Process Services White Paper Configurable, Automated Workflows: Transforming Process Effectiveness for Business Excellence About the Authors Ohm Kumar Ohm Kumar is a Business Analyst with the
More informationLead the Retail Revolution.
Lead the Retail Revolution. The retail industry is at the center of a dramatic shift in the way consumers shop and interact with their retailers. After hundreds of years of customers going to the store,
More informationBackward Scheduling An effective way of scheduling Warehouse activities
Backward Scheduling An effective way of scheduling Warehouse activities Traditionally, scheduling algorithms were used in capital intensive production processes where there was a need to optimize the production
More informationRetail. White Paper. Driving Strategic Sourcing Effectively with Supply Market Intelligence
Retail White Paper Driving Strategic Sourcing Effectively with Supply Market Intelligence About the Author Devaraj Chithur Devaraj is part of the Supply Chain group within Tata Consultancy Services (TCS)
More informationion Customer Relationship Management (CRM) Solution
ion Customer Relationship Management (CRM) Solution How do you command the loyalty of your customers in a competitive market? How do you achieve an increase in sales? To help you answer these questions,
More informationBusiness Process Services. White Paper. Improving Agility in Accounts Receivables with Statistical Prediction and Modeling
Business Process Services White Paper Improving Agility in Accounts Receivables with Statistical Prediction and Modeling About the Authors R Rengesh Siva Rengesh Siva has over 14 years of experience in
More informationDigital Enterprise Unit. White Paper. Securing Patient Information HIPAA and Mobile Healthcare Applications
Digital Enterprise Unit White Paper Securing Patient Information HIPAA and Mobile Healthcare Applications About the Authors Colonel Rajmohan, CISSP Senior Consultant, TCS Colonel Rajmohan heads the digital
More informationBusiness Process Transformation A Pulse Check
White Paper Business Process Transformation A Pulse Check Over the last decade or two, two trends have been noticeable across all businesses. The move towards consolidation of office-based operations,
More informationWhite Paper. Social Analytics
White Paper Social Analytics This paper brings to forefront the growing popularity of social media as a source of data for analytics with relation to the telecom industry. The paper further elaborates
More informationBanking & Financial Services. White Paper. Automated Advice Delivery Platforms: Simplifying the Investment Management Game
Banking & Financial Services White Paper Automated Advice Delivery Platforms: Simplifying the Investment Management Game About the Authors Srinivasa Kumar Yerchuru Srinivasa Kumar Yerchuru heads the Capital
More informationBusiness Process Services. White Paper. Predictive Analytics in HR: A Primer
Business Process Services White Paper Predictive Analytics in HR: A Primer About the Authors Tuhin Subhra Dey Tuhin is a member of the Analytics and Insights team at Tata Consultancy Services (TCS), where
More informationLinking Transformational Initiatives to Desired Business Outcomes: Leveraging a Business-Metrics Driven Framework
Business Process Services White Paper Linking Transformational Initiatives to Desired Business Outcomes: Leveraging a Business-Metrics Driven Framework About the Author Venkatesh Kuppuswamy Venkatesh Kuppuswamy
More informationBring Your Own Device (BYOD) A point of view
Bring Your Own Device (BYOD) A point of view BYOD - Consumer driven IT Today, consumers possess powerful devices for their personal needs. Often, the computing power and features of the devices bought
More informationBusiness Process Services. White Paper. Improving Regulatory Compliance in the Mortgage Industry
Business Process Services White Paper Improving Regulatory Compliance in the Mortgage Industry About the Author Lovette Patrick D'Souza Lovette Patrick D'Souza has over 10 years of experience in Banking
More informationBusiness Process Services. White Paper. Improving Efficiency in Business Process Services through User Interface Re-engineering
Business Process Services White Paper Improving Efficiency in Business Process Services through User Interface Re-engineering About the Authors Mahesh Kshirsagar Mahesh has a vast experience of about 24
More informationBusiness Process Services. White Paper. Effective Credit Risk Assessment Strengthening the Financial Spreading with Technology Enablers
Business Process Services White Paper Effective Credit Risk Assessment Strengthening the Financial Spreading with Technology Enablers About the Author Vijay Muppavarapu Vijay is a subject matter expert
More informationNext Generation Electric Utilities Gear up Using Cloud Based Services
A Point of View Next Generation Electric Utilities Gear up Using Cloud Based Services Abstract Globally, liberalization of the electricity sector has driven a paradigm shift in the ownership structure,
More informationBusiness Process Services. White Paper. Strengthening Business Operations with the Digital Five Forces
Business Process Services White Paper Strengthening Business Operations with the Digital Five Forces About the Author Mahesh Kshirsagar Mahesh Kshirsagar heads Technology Transformation in the Business
More informationBusiness Process Services. White Paper. Managing Customer Experience: Strategies for Success
Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and
More informationBusiness Process Services. White Paper. Leveraging the Internet of Things and Analytics for Smart Energy Management
Business Process Services White Paper Leveraging the Internet of Things and Analytics for Smart Energy Management About the Author Akhil Bhardwaj Akhil Bhardwaj is a Senior Manager in the Analytics and
More informationRobotic Process Automation: Reenergizing the Directory Publishing Industry
A Point of View Robotic Process Automation: Reenergizing the Directory Publishing Industry Abstract Evolving digital marketing avenues including video, SEM/SEO, mobile, and social media are fast replacing
More informationBusiness Process Services. White Paper. Mitigating Trade Fraud: The Case for Detecting Group Level Fraudulent Activity
Business Process Services White Paper Mitigating Trade Fraud: The Case for Detecting Group Level Fraudulent Activity About the Author Narasimha Murty M V Narasimha Murty holds a Master's degree in Mathematics
More informationBusiness Process Services. White Paper. Providing Customer Service the Social Way
Business Process Services White Paper Providing Customer Service the Social Way About the Author Awani Sarogi Awani is a subject matter expert in digital media, developing digital media solutions and offerings
More informationKYCS - Integrating KYC with Social Identity: The Future-Ready Marketing Approach
A Point of View KYCS - Integrating KYC with Identity: The Future-Ready Marketing Approach Abstract media has empowered us to voice and share our opinion on things that impact our lives. It has reshaped
More informationBusiness Process Services. White Paper. Social Media Influence: Looking Beyond Activities and Followers
Business Process Services White Paper Social Media Influence: Looking Beyond Activities and Followers About the Author Vandita Bansal Vandita Bansal is a subject matter expert in Analytics and Insights
More informationion Human Capital Management Solution
ion Human Capital Solution For organizations spread across multiple sites, Human Resource processes such as recruitment, deputation, and employee appraisal are complex. HR departments are increasingly
More informationOmni-Channel Banking Customer Experience: Forget What You Thought You Knew about Channels
A Point of View Omni-Channel Banking Customer Experience: Forget What You Thought You Knew about Channels In social media, customers discuss their experience across ALL your interaction channels, which
More informationTransportation Solutions Built on Oracle Transportation Management. Enterprise Solutions
Transportation Solutions Built on Oracle Transportation Management Enterprise Solutions Optimizing transportation operations and ensuring improved customer service Today s complex and challenging business
More informationEnterprise-wide Anti-money Laundering and KYC Initiatives A point of view
Enterprise-wide Anti-money Laundering and KYC Initiatives A point of view Introduction Every financial institution is charged with the responsibility of developing policies and procedures to combat money
More informationBusiness Process Services. White Paper. Personalizing E-Commerce: Improving Interactivity to Increase Revenues
Business Process Services White Paper Personalizing E-Commerce: Improving Interactivity to Increase Revenues About the Author Subramaniam MV Subramaniam is a Delivery Manager at Tata Consultancy Services
More informationTCS Supply Chain Center of Excellence
TCS Supply Chain Center of Excellence Delivering Supply Chain Performance in Complex Dynamic Markets Supply Chain Management Supply Chain Management (SCM) has evolved and the focus has now shifted from
More informationLife Sciences. White Paper. Integrated Digital Marketing: The Key To Understanding Your Customer
Life Sciences White Paper Integrated Digital Marketing: The Key To Understanding Your Customer About the Authors Raghunandan H Head, Life Sciences Sales & Marketing Center of Excellence Raghunandan (Raghu)
More informationSeven Strategic Imperatives for Transitioning to a Shared Services Model
A Point of View Seven Strategic Imperatives for Transitioning to a Shared Services Model Abstract Given today s tough business climate, organizations are adopting a shared services model to realize cost
More informationBusiness Process Services. White Paper. Five Principles to Consider when Consolidating your Finance and Accounting Function
Business Process Services White Paper Five Principles to Consider when Consolidating your Finance and Accounting Function About the Authors Vikas Golchha, Associate Vice President, TCS Vikas is part of
More informationion Manufacturing Solution
ion Manufacturing Solution Today with ion, while I am driving home I get to see all the information that I need, even when I am in a customer place I can take decisions looking at the information that
More informationThe four windows of organizational change in training for ERP transformation
White Paper The four windows of organizational change in training for ERP transformation Managing users apprehension to change has always been a challenge for large scale ERP implementations. Moving the
More informationBusiness Partner of. Hardware + Network + Software + Services
Business Partner of Hardware + Network + Software + Services About RDS Business Services RDS Business Services do services like Web Services, Software Services, Software Testing, Contract Staffing, Placement
More informationHiTech. White Paper. A Next Generation Search System for Today's Digital Enterprises
HiTech White Paper A Next Generation Search System for Today's Digital Enterprises About the Author Ajay Parashar Ajay Parashar is a Solution Architect with the HiTech business unit at Tata Consultancy
More informationHiTech. White Paper. Storage-as-a-Service. SAN and NAS Reference Architectures leveraging Private Cloud Storage
HiTech White Paper -as-a-service SAN and NAS Reference Architectures leveraging Private Cloud About the Author Ankur Srivastava Ankur Srivastava is a Solution Architect working with the Hi Tech Industry
More informationBusiness Process Services. White Paper. Redesigning Retail Operations: A Digitally Connected Supply Chain for Accelerated Performance
Business Process Services White Paper Redesigning Retail Operations: A Digitally Connected Supply Chain for Accelerated Performance About the Author Swecha Rikhy Swecha Rikhy is a part of the Retail domain
More informationion IT-as-a-Service Solution
ion IT-as-a-Service Solution "The ion Manufacturing Solution enabled us to control our business more meaningfully, including our field operations. Through the Field Force module, we have updated information
More informationBusiness Process Services. White Paper. Business Intelligence in Finance & Accounting: Foundation for an Agile Enterprise
Business Process Services White Paper Business Intelligence in Finance & Accounting: Foundation for an Agile Enterprise About the Author Balaji Venkat Chellam Iyer Balaji has over 18 years of experience
More informationBusiness Process Services. White Paper. Transforming the Mortgage Lending Process through Social Media
Business Process Services White Paper Transforming the Mortgage Lending Process through Social Media About the Author Ramani Balakrishnan Ramani Balakrishnan is a domain consultant in the Transformation
More informationOver 18,400 branches. 21,843 ATMs. 261 million accounts. Enabling State Bank of India to create the world s largest homogenous banking network
Wealth Management Volatility and uncertainty in the markets have given rise to a new class of customers who are extremely cautious and demand absolute transparency from their advisors. They now expect
More informationA pay-as-you-use model About TCS ion Integrated solutions Personalized solutions www.tcsion.com Automatic upgrades Increased agility
ion Payroll Solution As organizations strive to improve employee morale, job satisfaction, and productivity, it becomes imperative to regularize the payroll cycles, in order to keep employees motivated.
More informationBacklog Management Index (BMI) Evaluation and Improvement An ITIL Approach
Backlog Management Index (BMI) Evaluation and Improvement An ITIL Approach Backlog Management Index is one of the important metrics that is closely monitored in Steady State of Maintenance and Support
More informationDriving Airline Revenues and Profitability by Delivering Great Customer Experiences
A Point of View Driving Airline Revenues and Profitability by Delivering Great Customer Experiences Two New Studies Point to the Direction Airlines are Taking with Their Customer Experience (CX) Initiatives.
More informationBPM Perspectives Positioning and Fitment drivers
BPM Perspectives Positioning and Fitment drivers BPM is a commonly used and much hyped acronym. It popularly stands for Business Process Management but now it achieves much more than just that. Especially
More informationConferencing Agent Enhancing the Communication Experience
White Paper Conferencing Agent Enhancing the Communication Experience To achieve corporate operational excellence, the existing resources of an organization must be utilized to the best possible extent.
More informationLife Sciences. White Paper. Real-time Patient Health Monitoring with Connected Health Solutions
Life Sciences White Paper Real-time Patient Health Monitoring with Connected Health Solutions About the Authors Ashok Khanna Global Head, Presales and Solutions, Engineering Industrial Services, Life Sciences
More informationBusiness Process Services. White Paper. Achieving Business Excellence: Utilities Embracing Analytics for Effective Decision Making
Business Process Services White Paper Achieving Business Excellence: Utilities Embracing Analytics for Effective Decision Making About the Author Swaminathan Subramanian Swaminathan has over 17 years of
More informationProcurement needs a Digital Strategy
White Paper Procurement needs a Digital Strategy Marketing executives across the world have very clearly been concerned with digital strategy for some time, leveraging the benefits of greater reach and
More informationBusiness Process Services. White Paper. Price Elasticity using Distributed Computing for Big Data
Business Process Services White Paper Price Elasticity using Distributed Computing for Big Data About the Authors Rajesh Kavadiki Rajesh is part of the Analytics and Insights team at Tata Consultancy Services
More informationEnter an insurance solution, TCS BaNCS from Tata Consultancy Services.
Insurance The financial crisis of 2008 and the subsequent recovery process, though tepid, has altered the insurance industry landscape significantly. Today, the focus is on enhancing efficiencies and controlling
More informationOverview. Integrated Front-mid-back office as well as standalone Front office or Back-office solution or Trading Channels
Securities Trading The adoption of technology is rapidly changing the dynamics of the brokerage industry. The increasing use of smartphones and tablets represent a transformation in the way in which investors
More informationBusiness Process Services. White Paper. Effective Vendor Management: Improving Supply Chain Efficiencies, Reducing Risk
Business Process Services White Paper Effective Vendor Management: Improving Supply Chain Efficiencies, Reducing Risk About the Author Devaraj Chithur Devaraj Chithur is a subject matter expert on supply
More informationIT Infrastructure Services. White Paper. Cyber Risk Mitigation for Smart Cities
IT Infrastructure Services White Paper Cyber Risk Mitigation for Smart Cities About the Author Abhik Chaudhuri Abhik Chaudhuri is a Domain Consultant with the Information Technology Infrastructure Services
More informationBridging the IT Business Gap The Role of an Enterprise Architect
Whitepaper Bridging the IT Business Gap The Role of an Enterprise Architect Today s enterprises understand the value that Information Technology (IT) can bring to their business. IT supports day-to-day
More informationDriving Airline Revenues and Profitability by Delivering Great Customer Experiences
A Point of View Driving Airline Revenues and Profitability by Delivering Great Customer Experiences Two New Studies Point to the Direction Airlines are Taking with Their Customer Experience (CX) Initiatives.
More informationACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS
SAP Hybris Solution Overview: SAP Hybris Cloud for Customer ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS The Digital customer requires companies to be one step ahead of them, be better
More informationBusiness Process Services. White Paper. Automating Complex Processes with a Business Rules Engine
Business Process Services White Paper Automating Complex Processes with a Business Rules Engine About the Author Dipti Fondekar Dipti is a Consultant within the Transformation team at Tata Consultancy
More informationEMC DOCUMENTUM MANAGING DISTRIBUTED ACCESS
EMC DOCUMENTUM MANAGING DISTRIBUTED ACCESS This white paper describes the various distributed architectures supported by EMC Documentum and the relative merits and demerits of each model. It can be used
More informationAccenture Field Force Transformation
Accenture Field Force Transformation What holds your field service workers back? Overcoming Frequent Field Force Challenges Many organizations have invested in office-based workforce management systems
More informationBusiness Process Services. White Paper. Improving Operational Efficiencies through Pattern-Based Analysis
Business Process Services White Paper Improving Operational Efficiencies through Pattern-Based Analysis About the Author Mahesh Kshirsagar Mahesh has more than 24 years of experience in various technologies
More informationIT Infrastructure Services. White Paper. Utilizing Software Defined Network to Ensure Agility in IT Service Delivery
IT Infrastructure Services White Paper Utilizing Software Defined Network to Ensure Agility in IT Service Delivery About the Author Siddhesh Rane Siddhesh Rane is a Technical Architect and part of the
More informationImplement Business Process Management to realize Cost Savings and High Return on Investments
Implement Business Process Management to realize Cost Savings and High Return on Investments Business Process Management (BPM) was unheard of just a few years ago, but it has burst onto the global scene
More informationPowering Cutting Edge Research in Life Sciences with High Performance Computing
A Point of View Powering Cutting Edge Research in Life Sciences with High Performance Computing High performance computing (HPC) is the foundation of pioneering research in life sciences. HPC plays a vital
More informationResolving the Top 5 Challenges in Field Service with Mobility
Business Solutions through Software Resolving the Top 5 Challenges in Field Service with Mobility Table of Content Executive Summary Resolving the Top 5 Challenges in Field Service Operations Case Study
More informationDodd Frank Act and the Consumer Affect on Banks
A Point of View Dodd Frank Act: Partner your way to Compliance With the passage of the Dodd Frank Act, banks and financial institutions are grappling with a highly restrictive environment and burgeoning
More informationMotorola AirDefense Network Assurance Solution. Improve WLAN reliability and reduce management cost
Motorola AirDefense Network Assurance Solution Improve WLAN reliability and reduce management cost The challenge: Ensuring wireless network performance and availability Wireless LANs help organizations
More informationBI Today and Tomorrow
White Paper BI Today and Tomorrow BI has been one of the most important business initiatives providing positive impact on the health of organizations. Usually, questions are raised on the maturity of the
More informationBanking & Financial Services. White Paper. Fiduciary Advice: A Step toward Responsible Retirement Investment Management
Banking & Financial Services White Paper Fiduciary Advice: A Step toward Responsible Retirement Investment Management About the Author Shalini Joshi Shalini Joshi is a Domain Consultant with the Banking
More informationWeb Portal Analytics
This paper provides information on how the web analytics strategy can be implemented across the web portals and how various stakeholders can leverage the data that has been captured to optimize a range
More informationService Lifecycle Management Solutions
Service Lifecycle Management Solutions Complete Visibility & Control of Your Service Supply Chain The service landscape is shifting. Customer demands continue to increase. It is no longer enough to just
More informationTCS Hy5 Presidio Your Mobile Environment, Your Way Configure, Secure, Deploy. Mobility Solutions
TCS Hy5 Presidio Your Mobile Environment, Your Way Configure, Secure, Deploy Mobility Solutions The growth of in-house and third-party enterprise mobile applications; device diversity across ios, Android,
More informationORACLE SUPPLY CHAIN AND ORDER MANAGEMENT ANALYTICS
ORACLE SUPPLY CHAIN AND ORDER MANAGEMENT ANALYTICS KEY FEATURES & BENEFITS FOR BUSINESS USERS Provide actionable information to conduct intelligent analysis of orders related to regions, products, periods
More informationSimplify your admission process - The ion Way
Simplify your admission process - The ion Way Coordination from TCS employees has helped us lot in implementation of all modules of the ERP. It was helpful to have a person that managed to implement our
More informationCybernetics Approach to Sales Incentive Compensation Management
Cybernetics Approach to Sales Incentive Compensation Management Sales Incentive Compensation Management (ICM) is increasingly becoming the key decisive and motivating factor in influencing sales force
More information7 Steps to Guide Your Field Service Technology Purchase
BUY ER S G UID E 7 Steps to Guide Your Field Service Technology Purchase Field service leaders across industries are looking for ways to modernize and streamline their service organizations. With increasingly
More informationPredictive Analytics: A Game-Changer for Telcos
White Paper Predictive Analytics: A Game-Changer for Telcos Telecom services are becoming increasingly commoditized, and telecom companies or telcos are trying to break out of this impasse both strategically
More informationTCS Research Fellowship Program. Frequently Asked Questions by Researchers
TCS Research Fellowship Program Frequently Asked Questions by Researchers July 2010 Q1) What is the Aim of the scheme? The scheme is primarily aimed to help enhance our nation s talent base in doing research
More informationPredictive Maintenance for Government
Predictive Maintenance for How to prevent asset failure, control maintenance costs and anticipate budget needs Highlights Predictive maintenance helps government agencies automatically detect equipment
More informationSmart Machines Lead to Smarter Service: Remote Intelligence Signals Profitable Resolution
Smart Machines Lead to Smarter Service: Remote Intelligence Signals Profitable Resolution The emergence of machine-to-machine (M2M) enabled equipment is driving a large growth of Field Service-based data
More informationAxis Contractor Work Management Automating the contractor work lifecycle and improving contractor work performance through electronic collaboration
Axis Contractor Work Management Automating the contractor work lifecycle and improving contractor work performance through electronic collaboration Axis Contractor Work Management automates the contractor
More informationHiTech. White Paper. 'SaaSification' of Software Products: Redesigning the ISV Value Chain
HiTech White Paper 'SaaSification' of Software Products: Redesigning the ISV Value Chain About the Authors Gajanan Kamble Gajanan Kamble heads the Software Product Engineering Services group of the High
More informationISU name. Enterprise Security and Risk Management. White Paper. The Cost of Pen Testing a Web Application
ISU name Enterprise Security and Risk Management White Paper The Cost of Pen Testing a Web Application About the Author Srimant Acharya Srimant Acharya heads the Center of Excellence (CoE) for Enterprise
More informationBanking & Financial Services. White Paper. Organizing the Retail Bank for Omni-Channel
Banking & Financial Services White Paper Organizing the Retail Bank for Omni-Channel About the Authors K Krithivasan President, Banking and Financial Services (BFS) Business Unit, TCS K Krithivasan (Krithi)
More informationDigital Transformation with Intelligent Solutions from Infosys and Pega
Digital Transformation with Intelligent Solutions from Infosys and Pega Introduction Today, organizations want smart digital initiatives that can transform their business to drive top and bottom line growth.
More informationField Service in the Cloud: Solving the 5 Biggest Challenges of Field Service Delivery
Field Service in the Cloud: Solving the 5 Biggest Challenges of Field Service Delivery The ServiceMax Whitepaper Executive Summary The time has come for field service organizations to also reap the benefits
More informationOverview. Société Générale
Payments Ever-changing market dynamics, customer expectations, rapidly evolving regulatory measures, ageing technology, consolidation in corporate treasury, advent of electronic instruments, increased
More informationField Service and Repair Center Software for Sage 100 ERP
Field Service and Repair Center Software for Sage 100 ERP Mobile Field Service Scheduling Service Management www.blytheco.com 1.800.425.9843 solutions@blytheco.com Field Service Management Software Optimize
More informationMODERNIZING FIELD SERVICE TECHNICIANS WITH MOBILITY SOLUTIONS
MODERNIZING FIELD SERVICE TECHNICIANS WITH MOBILITY SOLUTIONS A RapidValue Solutions Whitepaper Contents Executive Summary 03 The Significance of Field Service Mobility Life without Mobility Benefits for
More informationLeverage the Internet of Things to Transform Maintenance and Service Operations
SAP Brief SAP s for the Internet of Things SAP Predictive Maintenance and Service SAP Enterprise Asset Management Objectives Leverage the Internet of Things to Transform Maintenance and Service Operations
More informationINTERNET OF THINGS Delight. Optimize. Revolutionize.
WWW.WIPRO.COM INTERNET OF THINGS Delight. Optimize. Revolutionize. DO BUSINESS BETTER HOW IS YOUR BUSINESS ALIGNED TO CAPITALIZE ON THE FASCINATING OPPORTUNITIES OF THE FUTURE? ARE YOU LOOKING AT DOING
More informationPatient Relationship Management
Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information
More informationMaking Machines More Connected and Intelligent
White Paper Making Machines More Connected and Intelligent Overview It s no secret that technology is dramatically transforming the manufacturing arena. We re witnessing a new industrial revolution, led
More information