Why We Should Share In The Service Supply Chain

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Why We Should Share In The Service Supply Chain"

Transcription

1 Service Supply Chain : Why We Should Share In The Service Supply Chain Brought to you by:

2 Introduction Why We Should Share In The Service Supply Chain Cross-industry opportunities to leverage best practices, tools, and information to optimize aftermarket support Problem Attention is building too slowly The manufacturing or production supply chain garners a lot of attention due to its impact on the bottom line. Yet the service supply chain, deemed the more profitable of the two, seriously lags in attention from analysts, media, consultants, and other thought leaders, leaving executives searching for information and solutions. After all, if the right engine, laser, or SIM card doesn t arrive because the ship, the plane, or the truck is late, then an assembly line or mission may be halted, with costly implications. OEMs (original equipment manufacturers), distributors, retailers, and the host of companies that operate on their behalf spend a lot of time and money creating and enhancing this supply chain. As a result, an army of analysts, consultants, associations, media, and other thought leaders exist to capitalize on this interest, creating benchmarks and research, exhibiting at tradeshows, and inking publications to share best practices across and within industries. But what about the other half of the supply chain? The supply chain that only insiders talk about. In recent years, emphasis on the supply chain has garnered a lot of attention due to its impact on the bottom line. The supply chain that supports the equipment once it s sold. Equipment has to be maintained and repaired until something new replaces it. This part of the equation, known as the aftermarket or service supply chain, has clearly caught the attention of the OEMs and others. Companies such as Boeing, Ford, HP, Oracle, and Siemens reap billions of dolllars by servicing their equipment and that of their competitors. Many have deemed this supply chain the more profitable of the two. A profitable aftermarket service line is the gift that keeps on giving. Yet the information sharing for this side of the equation lags so far behind its counterpart, it has been called the silent supply chain. The production supply chain is studied and written about by global, cross-industry organizations such as APICS (Association for Operations Management) and CSCMP (Council of Supply Chain Management Professionals), influential analysts such as Gartner and IDC, top tier consultants Accenture and Deloitte, and a vast array of publications and conference producers. While they prophesize the rights and wrongs, the bad and good, the new and improved, the executives managing the installed equipment supply chain are left searching for best practices. Who are these unsung heroes and who can they turn to for help? Solution Learn and help each other Why this disparity? A major obstacle is the perceived inability to share the knowledge and insights learned from one industry to another. The density of available information in the production supply chain diminishes the need to share those processes and technologies. Yet the opposite is true for the service supply chain. Service providers have the opportunity to align based on the value, availability, regulatory requirements, and maturity of the equipment they are supporting. For instance, companies supporting high value, high availability equipment in mature and regulated industries such as Aerospace & Defense, Construction Equipment, and Semiconductor should look to collaborate. So should service providers on the other end of the spectrum growth/start-up industries that are less regulated like Consumer Electronics, Mobility Devices, and Retail Automation/POS. In an effort to understand the opportunities, ignite embarked on an analysis of industry similarities and differences to identify some of the real opportunities. After vetting the evaluation with service and support veterans from companies such as FedEx and IBM, the outcome looks as follows. 2 Service Supply Chain

3 Are we so different? Are these industries really so unique that they can t learn from one another? We would argue no, that although the requirements differ from industry to industry, their similarities support the rationale to share. Take for instance, workforce management for companies supporting high value, medium availability equipment such as ATMs and medical devices. In general, this category of equipment does not require highly skilled technicians, supporting the use of contingent labor. In order to adequately balance service quality and costs of these internal and outsourced resources, a workforce management tool that collects technician information ranging from background checks through certification scores is required to easily find and schedule the most qualified and available individual compared to contracted service commitments and costs. The same holds true in high value, high availability equipment for service parts planning and optimization. Without the right part at the right time to support same-day service level agreements (SLAs), 911 (networking/ telecom equipment) might not be available to answer your emergency call, and your credit card would not be recognized for the next purchase (storage equipment). (est) Value, Availability Equipment deemed as the highest value is, by definition, expensive. Naturally, the companies owning and maintaining these assets want to extend the lifetime as much as possible to avoid frequent upgrades and costly investments. When the challenge of high availability, or always on, is added to the equation, servicing this equipment becomes even more complex. Many of the service delivery functions, such as Technical Skills, Warranty Management, and Reverse Logistics requirements are high, but they are also specific. Although industries share the same challenges, they are unique from the perspective that technicians or knowledge can t typically be shared between them. Aircraft & Aircraft Engines, Aerospace & Defense, Alternative Energy, Industrial Automation, Life Sciences, Medical Equipment, Network Security, Network Infrastructure, Semiconductor, Security & Detection, Super Computing, Utilities/Energy Service Delivery Requirements SLAs (Response Times) Technical Skill Advanced Exchange/Swap-Outs Contingent Labor Workforce Management Knowledge Management Warranty Management Parts Availability Reverse Logistics End-of-Life Planning Level Same-day: 2-hour, 4-hour, some NBD (specific) No No (Specific) 3 Service Supply Chain

4 Value, Availability As with the highest value equipment, companies with high value assets strive to extend these lifecycles too. The key difference is that the equipment types in the high value category typically advance more rapidly, shortening the lifecycles with upgrades. Regardless, the issue of high availability remains, making many service delivery requirements high, yet they begin to become a bit less specific. Technicians who understand storage equipment can typically service networking and telecommunications equipment too, bringing contingent labor into play. Building/Home Automation, Networking/Telecomm Equipment, Office Automation/Printing, Storage Service Delivery Requirements Level SLAs (Response Times) 2-hour, 4-hour, same-day, some NBD Technical Skill When the challenge of high availability, or always on, is added to the equation, servicing this equipment becomes even more complex. Advanced Exchange/Swap-Outs Contingent Labor Workforce Management Knowledge Management Warranty Management Parts Availability Reverse Logistics End-of-Life Planning No 4 Service Supply Chain

5 Value, Availability value equipment and its priorities are already established. availability is the main differentiator for this group of equipment with service levels that are slightly lower than those of the two previous categories. With this fundamental change in availability, many of the requirements change from high to medium lessening (but not diminishing) the importance of some service delivery priorities. ATMs/Kiosks, Construction Equipment, Display Boards/LEDs, Medical Devices, Office Automation/Printing Service Delivery Requirements SLAs (Response Times) Technical Skill Advanced Exchange/Swap-Outs Contingent Labor Workforce Management Knowledge Management Warranty Management Parts Availability Reverse Logistics End-of-Life Planning Level NBD+ Some There is very little focus on the Service Supply Chain, its complexity, and opportunity. Organizations that look at their Service delivery model as a Service Supply Chain find that there are large opportunities for optimization across all of their network of functions when considered as an End to End process. They are also better positioned to create value for units within the larger organization. Providing a communication process for business leaders to communicate and share their knowledge and experience, on an ongoing/real-time basis, makes sense. -Mark Deitemeyer, Senior Director, Global Customer Service Logistics. 5 Service Supply Chain

6 Value, Availability value instinctively implies high equipment change-overs. Although the assets are not disposable, they are definitely less expensive than their counterparts, making advanced exchange/swap-outs more prevalent and end-of-life planning much less so. Since technical skills are usually at their lowest for low value equipment, contingent labor is used the most for these equipment types while reverse logistics is less predominant. Appliances, Automotive/Commercial Vehicles, Consumer Electronics, HVAC, Mobility Devices, Office Equipment, Network Routers, Point of Sale (POS) Service Delivery Requirements Level SLAs (Response Times) NBD, some same-day Technical Skill Advanced Exchange/Swap-Outs Yes Contingent Labor There is very little focus on the Service Supply Chain, its complexity, and opportunity. Providing a communication process for business leaders tocommunicate and share their knowledge and experience, on an ongoing/real-time basis, makes sense. -Mark Deitemeyer, Senior Director, Global Customer Service Logistics. Workforce Management Knowledge Management Warranty Management Parts Availability Reverse Logistics End-of-Life Planning What does it mean? Can aerospace & defense and medical equipment companies really have the same service supply chains and requirements? Well, yes and no kind-of (not very analytical). Although it is true that both aerospace & defense and medical equipment service requires experienced, certified technicians, the same field engineer that can expertly repair a C-130 would not be qualified to fix an oncology machine. Not only are the skills and technologies incredibly specific, these industries are also highly regulated. 6 Service Supply Chain

7 Regulated servicing perspective Another key element that determines how and when industries can share is the level of regulation. that are highly regulated require specific skills, knowledge, and processes that are not as transferable as those that are not. Aerospce & Defense Aircraft & Aircraft Engines Alternative Energy ATMs/Kiosks Appliances Automotive/Commercial Vehicles Building Automation Consumer Electronics Construction Equipment Home Automation HVAC Industrial Automation Life Sciences Mobility Devices Medical Devices Medical Equipment Network Infrastructure Network Security Networking/Telecom Retail Automation: Point of Sale (POS) Office Automation/Printing Security & Detection Semiconductor Super Computing Storage Devices Utilities/Energy Regulations 7 Service Supply Chain

8 Maturity and its categories A final consideration in industry sharing is maturity levels. like Construction Equipment and Office Automation that are very mature will likely have different service priorities than those in Development or industries like Alternative Energy and Home Automation. Certainly the opposing groups can learn from each other, but the former is often more difficult to change. Aerospce & Defense Aircraft & Aircraft Engines Alternative Energy ATMs/Kiosks Appliances Automotive/Commercial Vehicles Building Automation Consumer Electronics Construction Equipment Home Automation HVAC Industrial Automation Life Sciences Mobility Devices Medical Devices Medical Equipment Network Infrastructure Network Security Networking/Telecom Retail Automation: Point of Sale (POS) Office Automation/Printing Security & Detection Semiconductor Super Computing Storage Devices Utilities/Energy Maturity Level Development Service providers have the opportunity to align based on the value, availability, regulatory requirements, and maturity of the equipment they are supporting. 8 Service Supply Chain

9 Conclusion Learn from Each Other As stated earlier, the intrinsic uniqueness of these industries should not be overlooked. Yet in the service supply chain where research and knowledge is lagging, companies have an opportunity to share their proven processes, performance metrics, supply chain best practices, and thought leadership in the same way that their forbearers do. Do not reinvent the wheel! Innovation is happening around every corner in the aftermarket supply chain and anyone supporting it should make an effort to learn from others within their industries and those with similar equipment value, availability, regulatory, and maturity attributes. Finding the outlets that actually support this interest can be challenging, but they are available. So service industry executives come out and share! You are sure to glean new information, perhaps even from someone in a completely different industry. About ignite Marketing With over 22 years of B2B marketing experience, Stephanie Williams, ignite s Owner and President, is a seasoned marketing leader that has exclusively supported aftermarket supply chain service providers for the last 15 years. Stephanie founded ignite Marketing 9 years ago to provide strategic marketing consultation and implementation for all high-tech installed equipment supply chain service providers, encompassing software, logistics, 3rd party service, parts and repair, requiring targeted messaging, positioning, infrastructure development and tools to differentiate and reach their business objectives. She partners with organizations with marketing resources of varying sizes, providing unique, valuable industry expertise and a 3rd party perspective that helps her clients accomplish their goals. Media Contacts Stephanie Williams ignite Marketing Learn more at Interlog and Field Service Field Service and Interlog are the leading service and support events that attracts seniorlevel professionals from over 15 different manufacturing industries including Aerospace, Medical Device Manufacturing, Hi-Tech Electronic, Semi-Conductor and Capital Equipment, Construction, Automotive, Telecommunications Equipment, Energy, Industrial and Agricultural Equipment and more! Togther, Field Service and Interlog tackle the latest strategies in core service functions including mobility, workforce management, technical support global inventory and knowledge management. Additionally be sure to gain as much insight to the new areas hounding service and support professionals all over the world including innovative developments in increasing service revenue, customer soft-skills, technician utilization, developing service leadership and effective mobile resources management. Amol Tembe Worldwide Business Research Service Supply Chain

OVERCOMING FIELD SERVICE & REVERSE LOGISTICS CHALLENGES WITH AN INTEGRATED, BEST OF BREED ENTERPRISE SERVICE MANAGEMENT SYSTEM

OVERCOMING FIELD SERVICE & REVERSE LOGISTICS CHALLENGES WITH AN INTEGRATED, BEST OF BREED ENTERPRISE SERVICE MANAGEMENT SYSTEM OVERCOMING FIELD SERVICE & REVERSE LOGISTICS CHALLENGES WITH AN INTEGRATED, BEST OF BREED ENTERPRISE SERVICE MANAGEMENT SYSTEM A WHITE PAPER BY: Michael R. Blumberg, CMC PRESIDENT, Blumberg Advisory Group

More information

MRO Optimization for high performance. Accenture Product Lifecycle Optimization

MRO Optimization for high performance. Accenture Product Lifecycle Optimization MRO Optimization for high performance Accenture Product Lifecycle Optimization About Accenture Product Lifecycle Optimization (APLO) By creating APLO, Accenture has assembled in a dedicated Service Line

More information

MRO Optimization for high performance

MRO Optimization for high performance MRO Optimization for high performance About Accenture Parts Optimization Accenture has assembled in a dedicated Service Line all spare-parts operations and management expertise and assets acquired over

More information

Working Smarter & Working Faster. How Mobile Workforce Management Solutions Are Changing the Game for SMBs

Working Smarter & Working Faster. How Mobile Workforce Management Solutions Are Changing the Game for SMBs Working Smarter & Working Faster How Mobile Workforce Management Solutions Are Changing the Game for SMBs Contents Introduction...3 Better Visibility, Better Collaboration...4 Ever-Improving Service...5

More information

Choosing a Location-based Application for your Business

Choosing a Location-based Application for your Business Choosing a Location-based Application for your Business A Step-by-Step Guide Executive Summary The following guide provides some simple steps that will help you understand how a location-based application

More information

Service supply chain as a source of competitive advantage How businesses are creating value from the service supply chain

Service supply chain as a source of competitive advantage How businesses are creating value from the service supply chain Service supply chain as a source of competitive advantage How businesses are creating value from the service supply chain May 2014 At a glance Product companies have focused on reducing fulfillment supply

More information

Finance and Economics Discussion Series Divisions of Research & Statistics and Monetary Affairs Federal Reserve Board, Washington, D.C.

Finance and Economics Discussion Series Divisions of Research & Statistics and Monetary Affairs Federal Reserve Board, Washington, D.C. Finance and Economics Discussion Series Divisions of Research & Statistics and Monetary Affairs Federal Reserve Board, Washington, D.C. Business to Business Credit to Small Firms Traci Mach 2014-55 NOTE:

More information

2012 Benchmark Study of Product Development and Management Practices

2012 Benchmark Study of Product Development and Management Practices 2012 Benchmark Study of Product Development and Management Practices 2012 Benchmark Study of Product Development and Management Practices Contents 1. Introduction 2 2. Participant Profile 3 3. Methodology

More information

BUSINESS INTELLIGENCE: IT'S TIME TO TAKE PRIVATE EQUITY TO THE NEXT LEVEL. by John Stiffler

BUSINESS INTELLIGENCE: IT'S TIME TO TAKE PRIVATE EQUITY TO THE NEXT LEVEL. by John Stiffler IT'S TIME TO TAKE PRIVATE EQUITY TO by John Stiffler In a challenging economic environment, portfolio management has taken on greater importance. Private equity firms must look at every possible avenue

More information

Gaining Visibility of the Contracted Field Service Workforce Integrating the Third-Party Service Workforce SOLUTION

Gaining Visibility of the Contracted Field Service Workforce Integrating the Third-Party Service Workforce SOLUTION SOLUTION FIELD SERVICE MANAGEMENT CONTRACTOR Gaining Visibility of the Contracted Field Service Workforce Integrating the Third-Party Service Workforce Modern field service management solutions can seamlessly

More information

Greening the Extended High Technology. How Oracle Helps Achieve Environmental Sustainability

Greening the Extended High Technology. How Oracle Helps Achieve Environmental Sustainability An Oracle White Paper February 2011 Greening the Extended High Technology Industry How Oracle Helps Achieve Environmental Sustainability Index Overview and Introduction... 1 Engineering Research & Development...

More information

Transportation Management Systems

Transportation Management Systems RESEARCH REPORT M AY 2 0 1 4 Transportation Management Systems More than 500 logistics and supply chain managers reveal the status of their current supply chain software and their future technology goals.

More information

Your Technology Strategy: Cost Center or Strategic Business Investment?

Your Technology Strategy: Cost Center or Strategic Business Investment? Your Technology Strategy: Cost Center or Strategic Business Investment? Lee Kilmer VP, Enterprise Performance Management, Infor 1 What We ll Talk About CFO Concerns Transformational Technologies and how

More information

MORE PROFITABLE SALES STRATEGIES.

MORE PROFITABLE SALES STRATEGIES. 1 MSXI SALES EXCELLENCE SOLUTIONS MORE PROFITABLE SALES STRATEGIES. fueled by challenge. powering success.sm 2 GLOBAL AUTOMOTIVE EXPERTISE. MSXI s Sales Excellence Solutions systematically optimize your

More information

QlikView for Supply Chain. Automotive, Industrial and Aerospace

QlikView for Supply Chain. Automotive, Industrial and Aerospace QlikView for Supply Chain Automotive, Industrial and Aerospace QlikView for the Automotive, Industrial and Aerospace Supply Chain Political Increased regulatory and compliance pressures Political uncertainty

More information

Utility Supply Chain Talent Management

Utility Supply Chain Talent Management Utility Supply Chain Talent Management Results from the ScottMadden UMMBC 2012 Survey Copyright 2012 by ScottMadden, Inc. All rights reserved. Many companies proudly claim that their employees are their

More information

White Paper. Increasing Revenue Through Direct Without Cannibalizing Retail. With a Special Case Study from USA800

White Paper. Increasing Revenue Through Direct Without Cannibalizing Retail. With a Special Case Study from USA800 White Paper Increasing Revenue Through Direct Without Cannibalizing Retail With a Special Case Study from USA800 Hopper Hewlett-Packard [Pick the date] INCREASING REVENUE THROUGH DIRECT WITHOUT CANNIBALIZING

More information

Smart Machines Lead to Smarter Service: Remote Intelligence Signals Profitable Resolution

Smart 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 information

Understanding How to Choose a Database Platform for Siemens PLM Software s Teamcenter

Understanding How to Choose a Database Platform for Siemens PLM Software s Teamcenter Understanding How to Choose a Database Platform for Siemens PLM Software s Teamcenter White Paper Published: April 2009 For the latest information, see http://www.microsoft.com/sqlserver/2008. Copyright

More information

Achieving Competitive Advantage Through Supply Chain Excellence. Jim Webb, Senior Vice President of Operations, Provista

Achieving Competitive Advantage Through Supply Chain Excellence. Jim Webb, Senior Vice President of Operations, Provista Achieving Competitive Advantage Through Supply Chain Excellence Jim Webb, Senior Vice President of Operations, Provista Presentation objectives Competitive Forces Sources of Competitive Advantage Focus

More information

Five Best Practices for Data Management Optimizing the Use of Data for Business Intelligence and Big Data

Five Best Practices for Data Management Optimizing the Use of Data for Business Intelligence and Big Data Ventana Research: Five Best Practices for Data Management Five Best Practices for Data Management Optimizing the Use of Data for Business Intelligence and Big Data White Paper Sponsored by 1 Ventana Research

More information

Customer Annuity successful companies will make customer service and after-sales support their competitive advantage

Customer Annuity successful companies will make customer service and after-sales support their competitive advantage Customer Annuity successful companies will make customer service and after-sales support their competitive advantage SM Copyright 2005 United Parcel Service of America, Inc. All Rights Reserved. No part

More information

Microsoft SQL Server and Oracle Database:

Microsoft SQL Server and Oracle Database: Microsoft SQL Server and Oracle Database: A Comparative Study on Total Cost of Administration (TCA) A case study on the comparative costs of database administration for two of the premier enterprise relational

More information

Operations Planning & Optimization. Dr. Victor Allis, Co-founder and CEO

Operations Planning & Optimization. Dr. Victor Allis, Co-founder and CEO Operations Planning & Optimization Dr. Victor Allis, Co-founder and CEO QUINTIQ Solving puzzles s i n c e 1997 QUINTIQ FOUNDING VISION Solving the world s planning puzzles 3DS.COM Dassault Systèmes Confidential

More information

High Performance BPO delivers game-changing business outcomes

High Performance BPO delivers game-changing business outcomes High BPO delivers game-changing business outcomes The benefits offered by BPO have long been clear, and have centered on the increased efficiency that comes with standardizing and streamlining processes

More information

Reverse Logistics From Black Hole to Untapped Revenue Stream. A White Paper Prepared by Ryder Supply Chain Solutions

Reverse Logistics From Black Hole to Untapped Revenue Stream. A White Paper Prepared by Ryder Supply Chain Solutions Reverse Logistics From Black Hole to Untapped Revenue Stream A White Paper Prepared by Ryder Supply Chain Solutions 2010 Ryder System, Inc. All rights reserved. In a recent survey of over 160 companies

More information

BLAST PAST BOTTLENECKS WITH CONSTRAINT BASED SCHEDULING

BLAST PAST BOTTLENECKS WITH CONSTRAINT BASED SCHEDULING WHITE PAPER BLAST PAST BOTTLENECKS WITH CONSTRAINT BASED SCHEDULING Blast Past Bottlenecks with Constraint Based Scheduling By Bill Leedale, Senior Advisor, IFS North America The maximum output of many

More information

Maximizing Revenue by Benchmarking Fleet Metrics with Effective Reporting

Maximizing Revenue by Benchmarking Fleet Metrics with Effective Reporting Metrics with Effective Reporting Tracking Mobile Worker Activity for Improved Efficiency In the competitive service and distribution industry, a company s success depends upon taking advantage of the best

More information

The Do s and Don ts of Outsourcing Your Call Center William D. Puso, Vice President & Managing Partner, The INSIGHT Group

The Do s and Don ts of Outsourcing Your Call Center William D. Puso, Vice President & Managing Partner, The INSIGHT Group The Do s and Don ts of Outsourcing Your Call Center William D. Puso, Vice President & Managing Partner, The INSIGHT Group Making the Decision Thinking about outsourcing your Call Center? This isn t a small

More information

Supply chain maturity study Comparator report HSCNI

Supply chain maturity study Comparator report HSCNI Supply chain maturity study Comparator report HSCNI November 21 Supply chain maturity comparator study Contents Page Introduction Results summary Supply chain strategy Supplier relationship management

More information

DATABASES AND ERP SELECTION: ORACLE VS SQL SERVER

DATABASES AND ERP SELECTION: ORACLE VS SQL SERVER WHITE PAPER DATABASES AND ERP SELECTION: ORACLE VS SQL SERVER Databases and ERP Selection: Oracle vs SQL Server By Rick Veague, Chief Technology Officer, IFS North America An enterprise application like

More information

The State of Analytics Maturity for Healthcare Providers

The State of Analytics Maturity for Healthcare Providers The State of Analytics Maturity for Healthcare Providers The DELTA Powered TM Analytics Assessment Benchmark Report - February 24, 2014 - The International Institute for Analytics and HIMSS Analytics iianalytics.com

More information

Designing Your Business and Products for Machine to Machine (M2M) Communication. Webcast April 30, 2008

Designing Your Business and Products for Machine to Machine (M2M) Communication. Webcast April 30, 2008 Designing Your Business and Products for Machine to Machine (M2M) Communication Webcast April 30, 2008 Webcast Logistics Audio lines are muted until Q&A session Submit your questions via the Live Meeting

More information

ISC Networks, Inc. Electronic Supply Chain Solutions

ISC Networks, Inc. Electronic Supply Chain Solutions The Company ISC Networks, Inc. is a California company incorporated in 2007. The company is headquartered in the heart of the Silicon Valley. We help manufactures optimize their global supply chain with

More information

Just FoodERP Whitepaper Series: BUYING VERSUS BUILDING SOFTWARE: A guide for food businesses that are experiencing growth

Just FoodERP Whitepaper Series: BUYING VERSUS BUILDING SOFTWARE: A guide for food businesses that are experiencing growth Just FoodERP Whitepaper Series: BUYING VERSUS BUILDING SOFTWARE: A guide for food businesses that are experiencing growth When making choices on whether to build or buy software tools, food companies must

More information

thyu Engineering Change Management 2.0: Better Business Decisions from Intelligent Change Management

thyu Engineering Change Management 2.0: Better Business Decisions from Intelligent Change Management thyu Engineering Change Management 2.0: Better Business Decisions from Intelligent Change Management September 2007 Page 2 Executive Summary Managing engineering change has always been hard, and is a regular

More information

QlikView for supply chain

QlikView for supply chain QlikView for supply chain Automotive, industrial and aerospace qlik.com QlikView for the automotive, industrial and aerospace supply chain Political Increased regulatory and compliance pressures Political

More information

Sales & Marketing Alignment Benchmarks, Insights & Advice

Sales & Marketing Alignment Benchmarks, Insights & Advice Benchmarking Report Sales & Marketing Alignment Benchmarks, Insights & Advice Statistically Significant Findings from 550 Survey Responses in June 2013 Sponsored By: 2013 Demand Metric Research Corporation.

More information

RETHINKING THE IT/BUSINESS PARTNERSHIP TO DRIVE DIGITAL INNOVATION

RETHINKING THE IT/BUSINESS PARTNERSHIP TO DRIVE DIGITAL INNOVATION A HARVARD BUSINESS REVIEW ANALYTIC SERVICES REPORT RETHINKING THE IT/BUSINESS PARTNERSHIP TO DRIVE DIGITAL INNOVATION Copyright 2015 Harvard Business School Publishing. sponsored by RETHINKING THE IT/BUSINESS

More information

UNLOCKING THE VALUE OF THE TOP SUPPLIERS

UNLOCKING THE VALUE OF THE TOP SUPPLIERS UNLOCKING THE VALUE OF THE TOP SUPPLIERS THE POWER OF OPTIMIZING YOUR TALENT SUPPLY CHAIN TOM TISDALE TABLE OF CONTENTS 3 Introduction 4 Analytics considers the continuous flow of talent through a business

More information

ARI: Driving Results in Fleet Management on SAP HANA

ARI: Driving Results in Fleet Management on SAP HANA Partner ARI: Driving Results in Fleet Management on SAP HANA For more than 60 years, ARI has managed some of the most complex vehicle fleets on the road. The company does this through deep business insight

More information

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com E X C E R P T I D C M a r k e t S c a p e : U. S. B u s i n e s s C o n s u l t i n g S e r v i c

More information

Tapping the benefits of business analytics and optimization

Tapping the benefits of business analytics and optimization IBM Sales and Distribution Chemicals and Petroleum White Paper Tapping the benefits of business analytics and optimization A rich source of intelligence for the chemicals and petroleum industries 2 Tapping

More information

This IDC Retail Insights Perspective looks at the growing applicability of business intelligence and analytics for the wholesale industry.

This IDC Retail Insights Perspective looks at the growing applicability of business intelligence and analytics for the wholesale industry. The Growing Use of Business Intelligence and Analytics in Wholesale P E R S P E C T I V E # G R I 2 2 5 6 4 4 Simon D. Ellis Henry D. Morris IN THIS PERSPECTIVE This IDC Retail Insights Perspective looks

More information

Enterprise Risk Management Risk Management Metrics and Risk Assessments

Enterprise Risk Management Risk Management Metrics and Risk Assessments Enterprise Risk Management Risk Management Metrics and Risk Assessments BADM 458 Spring 2008 Thomas Lee Introduction In the ever-changing information world where risk is greater, security is becoming more

More information

EXECUTIVE SUMMARY Organizational Structure

EXECUTIVE SUMMARY Organizational Structure EXECUTIVE SUMMARY Organizational Structure ORGANIZATIONAL STRUCTURE The Procurement and Logistics Group (PLG) provides centralized end-to-end supply chain services including, strategic sourcing, demand

More information

Predictive Maintenance for Government

Predictive 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 information

The Accenture/ Siemens PLM Software Alliance

The Accenture/ Siemens PLM Software Alliance The Accenture/ Siemens PLM Software Alliance Enabling Efficient Product Lifecycle Management Companies in a wide range of industries rely upon Product Lifecycle Management (PLM) to grow their business,

More information

The Role of Feedback Management in Becoming Customer Centric

The Role of Feedback Management in Becoming Customer Centric A Customer Centricity White Paper 5 Old Coach Road Hudson, NH 03051 603-491-7948 www.customercentricity.biz The Role of Feedback Management in Becoming Customer Centric By Stewart Nash QuestBack Boston

More information

Profitably Managing Risk in Your Credit Portfolio

Profitably Managing Risk in Your Credit Portfolio Profitably Managing Risk in Your Credit Portfolio An Equifax White Paper February 2007 Author: Richard Becker Assistant Vice President, Product Development Equifax Inc. As Acquisition Marketing Cools Off,

More information

4.5% 2014 Digital Marketing Optimization Survey results > 4.5% Top lessons learned from the leaders

4.5% 2014 Digital Marketing Optimization Survey results > 4.5% Top lessons learned from the leaders 2014 Digital Marketing Optimization Survey results Top lessons learned from the leaders Table of contents 1: Introduction 2: Five lessons from the top 20% #1: They test to make decisions 3: #2: They put

More information

Innovate automotive design and improve productivity, sales and services to grow and reach new markets.

Innovate automotive design and improve productivity, sales and services to grow and reach new markets. Software for the automotive industry Executive brief Innovate automotive design and improve productivity, sales and services to grow and reach new markets. 2 Innovate automotive design and improve productivity,

More information

Our core strengths can be found at the intersection of several competencies

Our core strengths can be found at the intersection of several competencies Accenture Mobility Helping clients embrace mobility as a transformational strategy to deliver real, measurable, and sustainable improvements in business performance Overview Mobile technologies are transforming

More information

Accenture Parts Optimization: Warranty Services Gaining Control Over Warranty Costs

Accenture Parts Optimization: Warranty Services Gaining Control Over Warranty Costs Accenture Parts Optimization: Warranty Services Gaining Control Over Warranty Costs 2 Accenture Warranty Optimization Services: Gaining Control Over Warranty Costs The numbers are compelling: On average,

More information

IBM Enterprise Asset Management

IBM Enterprise Asset Management IBM Enterprise Asset November 14 th, 2012 Daniel STAN Tivoli Software Sales, IBM Romania IBM Tivoli 2012 Strategic Capabilities VISIBILITY CONTROL AUTOMATION See and understand your business in real time

More information

THE GREAT DEBATE: Is GPS Tracking Really Beneficial for Fleets? Fear of Employee Pushback. Fleet Intelligence for Your Business GPS INSIGHT

THE GREAT DEBATE: Is GPS Tracking Really Beneficial for Fleets? Fear of Employee Pushback. Fleet Intelligence for Your Business GPS INSIGHT THE GREAT DEBATE: Is GPS Tracking Really Beneficial for Fleets? Since GPS tracking was first introduced to the fleet industry, there has been a debate whether this technology is really beneficial for fleets

More information

Creating a supply chain control tower in the high-tech industry

Creating a supply chain control tower in the high-tech industry Creating a supply chain control tower in the high-tech industry Creating a supply chain control tower in the high-tech industry A supply chain control tower gives high-tech leaders the ability to create

More information

Automated Business Intelligence

Automated Business Intelligence Automated Business Intelligence What Is Automated Business Intelligence? Automating business intelligence takes the important basic concept of business benchmarking to a level of greater sophistication

More information

A FinCo Case Study - Using CA Business Service Insight to Manage Outsourcing Suppliers

A FinCo Case Study - Using CA Business Service Insight to Manage Outsourcing Suppliers WHITE PAPER August 2012 A FinCo Case Study - Using CA Business Service Insight to Manage Outsourcing Suppliers Erik Hille Senior Principal Product Marketing Manager Table of Contents Executive Summary

More information

Tech-Clarity Insight: Product Cost Management. A Knowledge-Based Approach to Optimizing Product Cost

Tech-Clarity Insight: Product Cost Management. A Knowledge-Based Approach to Optimizing Product Cost Tech-Clarity Insight: Product Cost Management A Knowledge-Based Approach to Optimizing Product Cost Tech-Clarity, Inc. 2013 Table of Contents Executive Overview... 3 The PCM Approach... 4 Design for Optimal

More information

Globalization Drives Market Need for Supply Chain Segmentation: Research & Key Strategies

Globalization Drives Market Need for Supply Chain Segmentation: Research & Key Strategies Globalization Drives Market Need for Supply Chain Segmentation: Research & Key Strategies Sponsored by: Conducted by: On behalf of: Introduction Businesses continue look to their supply chain operations

More information

Redefining the Gold Standard : 2013 AASA Pulse Benchmarks. August 2013

Redefining the Gold Standard : 2013 AASA Pulse Benchmarks. August 2013 Redefining the Gold Standard : 2013 AASA Pulse Benchmarks August 2013 AASA Thought Leadership: Redefining the Gold Standard : 2013 AASA Pulse Benchmarks By Paul McCarthy, AASA Vice President, Industry

More information

Optimizing Operations with Connected Devices

Optimizing Operations with Connected Devices Optimizing Operations with Connected Devices White Paper Abstract Machine-to-Machine (M2M) technology allows organizations to gather data from the edge of the enterprise and apply it in ways that impact

More information

Automotive Engineering Change: The Key to Cost Reduction for Competitive Advantage

Automotive Engineering Change: The Key to Cost Reduction for Competitive Advantage Engineering Change: The Key to Cost Reduction for Competitive The automotive industry has seen significant change over the last couple of decades, but looking to the future, there will be even more significant

More information

Oracle Cloud for Midsize Service Companies. An Oracle Industry Brief

Oracle Cloud for Midsize Service Companies. An Oracle Industry Brief Oracle Cloud for Midsize Service Companies An Oracle Industry Brief Competition is everywhere. Clients are demanding. Top talent is scarce. Globalization of services keeps changing your market. Face these

More information

Executive Briefing Outsourcing your Enterprise Management Services - IT Challenge or Business Opportunity?

Executive Briefing Outsourcing your Enterprise Management Services - IT Challenge or Business Opportunity? Executive Briefing Outsourcing your Enterprise Management Services - IT Challenge or Business Opportunity? Contents Introduction Outsourcing Opportunities Challenges SAP Outsourcing Models Selecting the

More information

Top 10. Ten reasons customers choose SAP to help transform their business. Copyright/Trademark

Top 10. Ten reasons customers choose SAP to help transform their business. Copyright/Trademark Top Ten reasons customers choose SAP to help transform their business. Copyright/Trademark Expert solutions for companies of all sizes Deliver the real-time enterprise Innovate without disruption Maximize

More information

NEW HORIZON WITH DOGMA /CHALLENGES FOR FINANCIAL PROFESSIONAL SUPPLY CHAIN MANAGEMENT

NEW HORIZON WITH DOGMA /CHALLENGES FOR FINANCIAL PROFESSIONAL SUPPLY CHAIN MANAGEMENT NEW HORIZON WITH DOGMA /CHALLENGES FOR FINANCIAL PROFESSIONAL SUPPLY CHAIN MANAGEMENT Mohammed Hanif Ismail Ajari Vice President Institute of Cost and Management Accountant of Pakistan Board member SAFA

More information

Real-Time Big Data Analytics + Internet of Things (IoT) = Value Creation

Real-Time Big Data Analytics + Internet of Things (IoT) = Value Creation Real-Time Big Data Analytics + Internet of Things (IoT) = Value Creation January 2015 Market Insights Report Executive Summary According to a recent customer survey by Vitria, executives across the consumer,

More information

The GRL Company. Recruitment Process Outsourcing (RPO) Solutions with a Results Driven Approach. Overview

The GRL Company. Recruitment Process Outsourcing (RPO) Solutions with a Results Driven Approach. Overview Recruitment Process Outsourcing (RPO) Solutions with a Results Driven Approach Overview The GRL Company specializes in Recruitment Process Outsourcing (RPO) solutions that decrease the time and expense

More information

Business Process Services. White Paper. Optimizing Extended Warranty Processes by Embracing Analytics

Business 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 information

Why Professional Services Firms Need an Integrated ERP Solution

Why Professional Services Firms Need an Integrated ERP Solution A Computer Generated Solutions, Inc. White Paper Why Professional Services Firms Need an Integrated ERP Solution Microsoft Dynamics Case Study 2011 Table of Contents ERP Landscape... 3-4 A More Focused

More information

MMOG/LE OVERVIEW STREAMLINE AND OPTIMIZE SUPPLY CHAIN MANAGEMENT WITH QAD MMOG/LE SOLUTIONS IMPROVE PERFORMANCE IN THE AUTOMOTIVE SUPPLY CHAIN

MMOG/LE OVERVIEW STREAMLINE AND OPTIMIZE SUPPLY CHAIN MANAGEMENT WITH QAD MMOG/LE SOLUTIONS IMPROVE PERFORMANCE IN THE AUTOMOTIVE SUPPLY CHAIN MMOG/LE OVERVIEW STREAMLINE AND OPTIMIZE SUPPLY CHAIN MANAGEMENT WITH QAD MMOG/LE SOLUTIONS IMPROVE PERFORMANCE IN THE AUTOMOTIVE SUPPLY CHAIN The growing global automotive industry depends on a standard

More information

At a recent industry conference, global

At a recent industry conference, global Harnessing Big Data to Improve Customer Service By Marty Tibbitts The goal is to apply analytics methods that move beyond customer satisfaction to nurturing customer loyalty by more deeply understanding

More information

Talent & Organization. Organization Change. Driving successful change to deliver improved business performance and achieve business benefits

Talent & Organization. Organization Change. Driving successful change to deliver improved business performance and achieve business benefits Talent & Organization Organization Change Driving successful change to deliver improved business performance and achieve business benefits Accenture Organization Change Distinctive solutions for transformational,

More information

China Grand Auto: Partnering with SAP on a State-of-the-Art Platform for a Multibrand Dealer Group

China Grand Auto: Partnering with SAP on a State-of-the-Art Platform for a Multibrand Dealer Group 2015 SAP SE or an SAP affiliate company. All rights reserved. China Grand Auto: Partnering with SAP on a State-of-the-Art Platform for a Multibrand Dealer Group Company China Grand Automotive Services

More information

Achieving Faster Time to Market and Lowering Costs. Accenture Product Lifecycle Management in Aerospace and Defense Survey 2014

Achieving Faster Time to Market and Lowering Costs. Accenture Product Lifecycle Management in Aerospace and Defense Survey 2014 Achieving Faster Time to Market and Lowering Costs Accenture Product Lifecycle Management in Aerospace and Defense Survey 2014 Executive Summary Aerospace and defense companies want more from their investments

More information

Credit Management of the Future E. John Broderick President - Smyyth Credit Services January 2009

Credit Management of the Future E. John Broderick President - Smyyth Credit Services January 2009 Credit Management of the Future E. John Broderick President - Smyyth Credit Services January 2009 Summary Is it possible that the possibility of forced job change and a split in your career in credit management

More information

Executive Summary: Navigant Research Leaderboard Report: Smart City Suppliers

Executive Summary: Navigant Research Leaderboard Report: Smart City Suppliers RESEARCH REPORT RESEARCH REPORT Executive Summary: Navigant Research Leaderboard Report: Assessment of Strategy and Execution for 15 NOTE: This document is a free excerpt of a larger report. If you are

More information

Ryder Dedicated Contract Carriage. Solutions that Speed Products to Market

Ryder Dedicated Contract Carriage. Solutions that Speed Products to Market Ryder Dedicated Contract Carriage Solutions that Speed Products to Market F ew logistics providers are as equipped as Ryder to provide consistent, reliable, high-quality service. We don t just manage companies

More information

Managed Services. Enhance Profitability Mitigate Risk

Managed Services. Enhance Profitability Mitigate Risk Managed Services Enhance Profitability Mitigate Risk Enhancing Profitability and Mitigating Risk Gone are the days when the mere presence of Information Technology (IT) represented a competitive business

More information

Cooperating with Customers On Warranty & Reverse Logistics: Taking the Pain Out of Warranty Returns

Cooperating with Customers On Warranty & Reverse Logistics: Taking the Pain Out of Warranty Returns Cooperating with Customers On Warranty & Reverse Logistics: Taking the Pain Out of Warranty Returns Automotive Aftermarket Suppliers Association July 2015 Delivered by UPS : Taking the Pain Out of Warranty

More information

GE Capital. Cloud services, both public and private, are altering the global computing landscape. Industry Research Monitor Cloud Services

GE Capital. Cloud services, both public and private, are altering the global computing landscape. Industry Research Monitor Cloud Services Industry Research Monitor Services Key Developments Fall 214 US public cloud service revenue is forecasted to increase 19.6% between 213 and 218, with software as a service accounting for a diminishing

More information

Maximize, Optimize, and Minimize (MOM) The framework for a better customer annuity supply chain

Maximize, Optimize, and Minimize (MOM) The framework for a better customer annuity supply chain Maximize, Optimize, and Minimize (MOM) The framework for a better customer annuity supply chain SM Copyright 2005 United Parcel Service of America, Inc. All Rights Reserved. No part of this publication

More information

Telecom at a Crossroad, The Role of Innovation Catherine Bentley, Senior Consultant, Innovation 360 November 2014

Telecom at a Crossroad, The Role of Innovation Catherine Bentley, Senior Consultant, Innovation 360 November 2014 If you had to choose between your mobile phone and your automobile, which would you keep? A video of interviews asking people from around the world this question launched the Innovation 360 seminar,. Resoundingly,

More information

Supply Chain Management Build Connections

Supply Chain Management Build Connections Build Connections Enabling a business in manufacturing Building High-Value Connections with Partners and Suppliers Build Connections Is your supply chain responsive, adaptive, agile, and efficient? How

More information

The metrics that matter

The metrics that matter WHITE PAPER The metrics that matter How actionable analytics can transform field service management performance. www. Introduction The top strategic action for two-thirds of service organisations is to

More information

GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY.

GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY. GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY. fueled by challenge. powering success. sm 1,500 dealer programs in 27 markets Parts wholesale has the potential to significantly contribute

More information

Supply Chain Management Think Global, Go Global. Hau L. Lee Stanford University

Supply Chain Management Think Global, Go Global. Hau L. Lee Stanford University Supply Chain Management Think Global, Go Global Hau L. Lee Stanford University Global Supply Chain Management Diverse needs of customers Greater complexities & uncertainties Large geographical spread of

More information

The fact is that 90% of business strategies are not implemented through operations as intended. Overview

The fact is that 90% of business strategies are not implemented through operations as intended. Overview Overview It is important to recognize that a company s network determines its supply chain efficiency and customer satisfaction. Designing an optimal supply chain network means the network must be able

More information

WHITE PAPER. The five pillars of building a business case for analytics

WHITE PAPER. The five pillars of building a business case for analytics The five pillars of building a business case for analytics Today analytics has become the top priority for most enterprises as they strive to find avenues for revenue growth and operational efficiency.

More information

CASE-IN-POINT: AVAYA'S SUPPLY CHAIN TRANSFORMATION - ENABLED BY A VISION FOR PEOPLE, PROCESS, AND TECHNOLOGY

CASE-IN-POINT: AVAYA'S SUPPLY CHAIN TRANSFORMATION - ENABLED BY A VISION FOR PEOPLE, PROCESS, AND TECHNOLOGY CASE-IN-POINT: AVAYA'S SUPPLY CHAIN TRANSFORMATION - ENABLED BY A VISION FOR PEOPLE, PROCESS, AND TECHNOLOGY April, 2015 Bryan Ball, Vice President and Group Director, Supply Chain, Retail and Operations

More information

W ORLD CLASS ERP FOR SMALL BUSINESS?

W ORLD CLASS ERP FOR SMALL BUSINESS? May 2013 W ORLD CLASS ERP FOR SMALL BUSINESS? YOU C AN T A FFORD N OT T O! Data Source In late 2012 and early 2013 Mint Jutras collected more than 475 qualified responses to an electronic survey for its

More information

Analytics: A Powerful Tool for the Life Insurance Industry

Analytics: A Powerful Tool for the Life Insurance Industry Life Insurance the way we see it Analytics: A Powerful Tool for the Life Insurance Industry Using analytics to acquire and retain customers Contents 1 Introduction 3 2 Analytics Support for Customer Acquisition

More information

Data and analytics in corporate real estate: the importance of talent

Data and analytics in corporate real estate: the importance of talent Data and analytics in corporate real estate: the importance of talent 3/X 1 3/X 1 5.0 36.1 100 7800 x1 Potential growth is an organization s future ability to generate larger profits, expand its workforce

More information

Data and analytics in corporate real estate: the importance of talent

Data and analytics in corporate real estate: the importance of talent Data and analytics in corporate real estate: the importance of talent 32/X 1 32/X 1 5.0 36.14 1200 7800 x21 Potential growth is an organization s future ability to generate larger profits, expand its workforce

More information

Sikorsky Contractor Logistics Support Pioneering solutions for UH-72A Lakota life cycle management

Sikorsky Contractor Logistics Support Pioneering solutions for UH-72A Lakota life cycle management Sikorsky Contractor Logistics Support Pioneering solutions for UH-72A Lakota life cycle management Sikorsky supports it. Innovative, strong and committed, Sikorsky Worldwide Customer Service (WCS) leads

More information

Performance Indicators

Performance Indicators 05 07 06 03 04 02 01 Seven Key Performance Indicators for Business Transformation Overview The telecommunications environment is commonly viewed by senior leadership as an operating expense. Historically,

More information

ERP. Key Initiative Overview

ERP. Key Initiative Overview Jeff Woods Research Managing Vice President This overview provides a high-level description of the ERP Key Initiative. IT leaders can use this overview to better understand what they need to do to prepare

More information