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

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

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

Transcription

1 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 Sponsored by

2 TABLE OF CONTENTS Executive Summary... 4 Research Methodology... 4 Service Organization Description... 4 Location of Service Organization... 5 Types of Businesses... 5 Parts Trends... 5 Current Usage of Enterprise Service Management (ESM) Functionality... 6 Level of Satisfaction... 7 Effectiveness of Existing ESM... 8 Critical Business Challenges Key Performance Indicators Integration and ESM Effectiveness Level of Integration Impact of Integration of KPIs Integration and ESM Effectiveness Likelihood of Pursuing New Business Initiatives Industry Trends Summary & Conclusions About our Sponsor About the Author Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 2

3 LIST OF FIGURES How is your Field Service function organized?... 4 How is your Reverse Logistics function organized?... 5 Percentage of all service requests requiring a spare part to resolve the issue Percentage of all service requests that can be resolved remotely without sending a Field Engineer Percentage of all service requests resolved remotely that require a replacement spare part to be sent to the customer site Expected change in percentage of service requests resolved remotely by sending a spare over the next 18 to 24 months Current Use of Software to manage specific Field Service and Reverse Logistics operations Satisfaction with ESM Software to meet requirements for Field Service and Reverse Logistics operations Effectiveness of ESM software in Managing Depot Repair processes... 8 Effectiveness of ESM software to perform functions related to 3rd party repair vendors... 9 Effectiveness of ESM software in managing Reverse Logistics processes... 9 Critical business challenges for your company Field Service KPIs Reverse Logistics KPIs Level of Integration Between Field Service and Reverse Logistics Impact of Automated Integration on KPIs Percentage of Respondents indicating that their current software is either Somewhat Effective, Very Effective, or Extremely Effective Likelihood of pursuing new business initiatives over the next months Trends that will Impact Field Service & Reverse Logistics Effectiveness of ESM software in managing requirements created by trends Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 3

4 EXECUTIVE SUMMARY Much attention has been given within the High Technology Service Industry to the need to automate Field Service and Reverse Logistics processes through the implementation of Best of Breed or Integrated Enterprise Service Management (ESM) systems. Although the benefits from improved automation are well documented, there is still a segment of the market that is facing challenges to achieving measurable productivity and efficiency gains associated with key service performance metrics. This shortcoming is due in part to lack of integration between Field Service and Reverse Logistics functions. The growing trend toward remote support combined with the increasing reliance on spare parts in the service resolution process places even greater demands on equipment service providers to ensure their Reverse Logistics and Field Service process are both integrated and optimized. The research findings presented in this whitepaper demonstrate that Companies who have been able to successfully integrate these processes report a higher level of service performance than those who have not. More importantly, the data reveals that these integrated solutions are not only highly effective in managing ongoing service requirements but essential to overcoming critical business challenges. The whitepaper concludes with a discussion on future ESM initiatives and an examination of how effective existing ESM are in dealing with current and emerging technology developments affecting the High Tech Service & Support Industry. Companies are most likely to purchase of new functionality to handle basic Reverse Logistics functions like Depot Repair - Shop Floor Control, Returns Management, Advanced Exchange, and Recall Management. Future purchases of advanced field service functionality are also likely in the areas of Dynamic Scheduling, Field Service Mobility, and Knowledge Management. RESEARCH METHODOLOGY Blumberg s market study was administered by to a random sample of 277 respondents. The results provide a cross-industry representation of field service and reverse logistics operations as defined by key variables such as the way in which the service division is organized, locations of service organizations within the company, and types of services offered. SERVICE ORGANIZATION DESCRIPTIONS Respondents were asked to describe the way their Field Service and Reverse Logistics function are organized in their companies. Responses regarding Field are described in the graph below (Figure 1). The descriptions are split relatively evenly among four categories: profit center (27%), cost center (32%), own line of business (28%), and revenue contribution center (). We believe this distribution accurately reflects the characteristics of the total population of companies involved in field service. Responses regarding the way in which the Reverse Logistics Function is organized were slightly different as identified in Figure 2. However, we also believe they reflect the true characteristics of the total population of companies involved in Reverse Logistics. Almost one-half of the respondents base operate Reverse Logistics as a cost center (48%), profit center (21%), revenue center (), and own line of business (18%). Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 4

5 most service events can be resolved by replacing a spare part. Indeed, the survey results indicated that half of the respondents require a spare part to resolve 50% of more of their service request. LOCATION OF SERVICE ORGANIZATION 1% to 24% 25% to 49% 50% to 74% 75% to 99% 100% Respondents were asked to name the organization with the primary responsibility of providing field service (Figure 3). Of the 227 respondents, 41% named the service & support organization, followed by operations (32%), standalone - reports to CEO/COO (), Sales & Marketing (11%) and supply chain (4 percent). With respect to the Reverse Logistics function 32% named Supply Chain, followed by the service & support organization (32%), and operations (), the remaining 19% were split between manufacturing (7%), sales and marketing (5%), standalone - reports to CEO/COO (5%), and other (2%). Types of Businesses Furthermore, a majority of companies (70%) typically resolve less than 25% of all service requests without needing to dispatch a Field Engineer. However, only 4% of companies are able to resolve 75% or more of all service requests without needing to send a Field Engineer. The respondents are representative of a number of different business categories. A slight majority of respondents consider themselves Original Equipment/Device Manufacturers (56%), followed by Independent Service Organizations and Third Party Service Providers (19%), Distributors (9%), Electronic Manufacturing Service Providers (6%). PARTS TRENDS It has become a generally accepted trend within the High Tech Service & Support Industry that Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 5

6 More importantly, nearly three-quarters of respondents (73%) send a replacement part in less than 25% of all service requests that are resolved remotely. without needing to send a Field Engineer. More importantly, nearly three-quarters of respondents (73%) send a replacement part in less than 25% of all service requests that are resolved remotely. Over the next 18 to 24 months, most companies expect their percentage of service requests requiring a spare part to either remain the same (62%), or increase (29%), with very few () expecting a decrease. CURRENT USAGE OF ENTERPRISE SERVICE MANAGEMENT (ESM) FUNCTIONALITY Furthermore, a majority of companies (70%) typically resolve less than 25% of all service requests without needing to dispatch a Field Engineer. However, only 4% of companies are able to resolve 75% or more of all service requests Remain the same Increase Decrease A vast majority of companies surveyed (79%) currently use Enterprise Management System (ESM) software for managing their Field Service operations. In addition, the majority of companies (64%) currently use software for managing their Reverse Logistics operation. However, when compared with Field Service, a much larger percentage of companies () either do not have a dedicated Reverse Logistics operation or have no plans to purchase software for managing these types of operations. Companies currently use ESM software most commonly in Shipping and Receiving (86%), Parts Order Management (82%), and Field Service Dispatch (80%). Current use of software is particularly low in Recall Management (25%), with 41% of respondents indicating that their companies have no plans to use software for this operation. Companies are most likely to purchase of new functionality to handle basic Reverse Logistics functions like Depot Repair - Shop Floor Control, Returns Management, Advanced Exchange, and Recall Management. Future purchases of advanced field service functionality are also likely in the areas of Dynamic Scheduling, Field Service Mobility, and Knowledge Management. The most commonly used Enterprise Service Management software system is an integrated solution that contains functionality for both Field Service and Reverse Logistics. A significant Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 6

7 number also use a best of breed solutions for specific enterprise service applications likedispatch or mobility. However, End-users are more likely to operate a best of breed solution for Field Service than Reverse Logistics. It seems logical for end-users with requirements for both Field Service and Reverse Logistics to use an integrated system over a best of breed solution, particularly if the vendor s functionality compares favorably against best of breed vendors. Figure 7 CURRENT USE OF SOFTWARE TO MANAGE SPECIFIC FIELD SERVICE AND REVERSE LOGISTICS OPERATIONS 7% 7% 5% 9% 11% 16% 21% 11% 20% 6% 37% 32% 16% 35% 41% 86% 82% 80% 77% 72% 67% 67% 65% 59% 57% 52% 48% 34% 25% Shipping and Receiving Parts Order Management Field Service Dispatch Spare Parts Inventory Management Parts Planning & Forecasting Recall Management Dynamic Scheduling Testing & Screening Knowledge Management Advanced Exchange Field service Mobility Depot Repair Returns Management No Plans to use Plan to use in near future Currently operate or use LEVEL OF SATISFACTION The vast majority of end-users are either Extremely Satisfied or Somewhat Satisfied with their Field Service (81%) and Reverse Logistics (77%) software applications. There is, of course, room for improvement. In general, end-users appear to have a higher level of satisfaction with their Field Service applications than with Reverse Logistics systems. Issues of satisfaction are typically related to software functionality and customization. These were central themes regardless of the level of satisfaction reported by end-users. However, total cost of ownership and ease of use appear to be key drivers of dissatisfaction. Companies who use a Best of Breed solution are more than twice as likely as companies who use an integrated solution to be Extremely Satisfied with the ability of their software to manage Field Service operations (34% vs `). However, there is little variance among those who are Somewhat Satisfied (87% and 81% for Best of Breed and Integrated, respectively). While there is a higher level of satisfaction among companies use a Best of Breed solution for managing their Reverse Logistics operations versus Integrated, there is a segment that is Not At All Satisfied with their Best of Breed Solution, whereas no companies who us an Integrated Solution feel that way. Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 7

8 Figure 8 SATISFACTION WITH ESM SOFTWARE TO MEET REQUIREMENTS FOR FIELD SERVICE AND REVERSE LOGISTICS OPERATIONS Extremely Satisfied Some hat Satisfied 18.6% 26.3% 54.4% 58.1% Not Very Satisfied 14.0% 16.3% Not At All Satisfied 5.3% 7.0% Field Service Reverse Logistics To better understand current levels of satisfaction, we can examine the level of ESM effectiveness when it comes to managing various types of service processes. Companies who perform Depot Repair at in-house repair facilities believe that their existing ESM software is at least Somewhat Effective for most Depot Repair activities, particularly when it comes to ensuring that bench technicians have available spare parts (89%) and tracking bench technician performance on each unit they repair (85%). However, many companies believe that their ESM software is less effective ( Slightly Effective or Not At All Effective ) when it comes to automating depot repair workflows (43%) and managing EFFECTIVENESS OF EXISTING ESM engineer change orders and recalls (41%). As for those companies who outsource Depot Repair, many indicate there are shortcomings in the ability of their ESM software to manage key processes and transactions between the 3rd Party Service Providers. For example, a majority of companies believe their existing ESM is ineffective when it comes to enabling 3rd Party Repairers to order parts directly from their company owned ESM software (64%) and when it comes to providing these vendors with access to diagnostic data and/or documentation to facilitate repairs (64%). Ensuring that bench technicians have available spare parts when needed Figure 9 EFFECTIVENESS OF ESM SOFTWARE IN MANAGING DEPOT REPAIR PROCESSES 8% 3% 5% 41% 41% 32% 16% 18% Tracking the time, parts usage, and corrective actions performed by bench techs on each unit they repair 5% 41% Facilitating the ease with which bench techs order spare parts 19% 24% 19% 8% 36% 19% Measuring bench tech productivity 19% 16% Capturing critical diagnostic data during initial triage and screening step 35% 19% Utilizing bar code technology to capture critical data 39% 6% Managing engineering change orders and recalls Automating depot repair Workflows Not at All Effective Slightly Effective Somewhat Effective Very Effective Extremely Effective Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 8

9 Figure 10 EFFECTIVENESS OF ESM SOFTWARE TO PERFORM FUNCTIONS RELATED TO 3RD PARTY REPAIR VENDORS 40% 40% 48% 40% 32% Provide 3 rd party repair vendors with ability to provide real-time updates on status of critical depot repair metrics associated with service productivity, quality and/or efficiency 20% 16% 4% Facilitate the ability of 3 rd Party repair vendors to effectively manage in-bound and outbound workflows related to your business 16% 20% 4% Enable 3rd party repair vendors to order parts directly from your enterprise service management software 24% 32% 4% Offer 3 rd Party repair vendors access to diagnostic data and/or documentation to facilitate repairs Not at All Effective Slightly Effective Somewhat Effective Very Effective Extremely Effective We also observed that a majority of Companies believe that their existing ESM software is at least Somewhat Effective for managing key Reverse Logistics processes particularly when it comes to ensuring the right part is sent to the right location, and accounting for the value and volume of spare parts in the service logistics pipeline. On the other hand, the survey results indicates that there are some gaps in the ability of existing ESM software systems to effectively get spare parts back from customers and field engineers in a timely manner. 42% 15% Ensuring that the right part is sent to the right location Figure 11 EFFECTIVENESS OF ESM SOFTWARE IN MANAGING REVERSE LOGISTICS PROCESSES 19% 24% 32% Accounting for the volume of spare parts at all locations within your service logistics pipeline 31% Accounting for the value of spare parts at all locations within your service logistics pipeline 18% 18% 19% 11% 16% 37% Getting spare parts back from Field Service engineers in a timely manner 50% 35% 24% 23% 11% 8% 7% Creating a seamless infrastructure between your company and its business partners Getting defective parts back from end customers in a timely manner Validating the return receipt of parts and whole units from customers and Field Service engineers 27% 21% 25% 9% 18% Tracking the results of depot repair test and screening activities Enabling a just in time repair model Not at All Effective Slightly Effective Somewhat Effective Very Effective Extremely Effective 23% 23% 25% 18% 24% 33% 30% 27% 21% 23% 15% 8% 9% Automating the work flow and business rules associated with processing returned materials Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 9

10 Regardless of the level of satisfaction and perceived effectiveness of existing ESM software, companies still face a number of critical challenges when it comes to achieving service performance goals associated with reducing costs associated with service delivery, resolving calls remotely, improving service contract penetration Reducing costs associated with service delivery functions Increasing the number of service calls resolved through remote support procedures CRITICAL BUSINESS CHALLENGES rates, and improving productivity levels of Field Service Engineers. On the other hand, minimizing dead on arrival rates associated with spare parts and achieving high compliance on service level agreements has been less challenging. Figure 12 CRITICAL BUSINESS CHALLENGES FOR YOUR COMPANY 4% 15% 5% 8% 19% 21% 28% 29% 28% 35% 40% 30% 30% 29% 37% 28% 31% 21% 30% 29% 28% 30% 28% 27% 21% 8% 11% 4% 5% 3% 6% 3% Improving productivity levels of Field Service engineers Improving service contract penetration and renewal rates Equipping your entire field service workforce with mobile solutions Improving First Time Fix Rate Reducing No Fault Found Rates Outsourcing some or all portions of your field service activities to a contingent labor or variable workforce Achieving high levels of service level agreement compliance Minimizing Dead On Arrival rates associated with Spare Parts Not Challenging Slightly Challenging Somewhat Challenging Very Challenging Extremely Challenging The impact of these challenges can be observed in Key Performance Indicators. For example, the differences between Best in Class and Industry Average Field Service KPIs (Figure 13) are significant when it comes to parameters like First Time Fix Rate KEY PERFORMANCE INDICATOR (KPI) KEY PERFORMANCE INDICATORS Figure 13: Field Service KPIs (99% vs. 79.5%), Service Parts Expense (27.0% vs. 74.5%), and Priority 1 (Emergency) Part Orders Filled Same Day (99% vs. 76.7%). Gaps also exist in SLA Compliance (95.5% vs. 87.9%) and Inventory Fill Rates (98.4% vs. 90.1%). PERFORMANCE GROUP OVERALL AVERAGE BEST IN CLASS INDUSTRY AVERAGE First Time Fix Rate (%) SLA Compliance (%) Average Dead on Arrival Rate (%) Service Parts Expense (%) Inventory Fill Rate/Spare Parts Availability Levels (%) % of Priority 1 Parts Order Filled Same Day (%) Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 10

11 Differences in company performance between Best in Class and Industry Average for Reverse Logistics KPIs (Figure 14) are particularly large when it comes to specific parameters like No Fault Found (7% vs. 34%), Repair Yield (99% vs. 64%), and Return Rate (98% vs. 36%), and Average Repeat Failures (0.3% vs. 5.7% ) KEY PERFORMANCE INDICATOR (KPI) Figure 14: Reverse Logistics KPIs PERFORMANCE GROUP OVERALL AVERAGE BEST IN CLASS INDUSTRY AVERAGE No Fault Found (%) Average Turnaround Time (days) Spare Parts Inventory Turnover Rate (# per year) Average Repeat Failures (%) Repair Yield (%) Return Rate - % Units Returned within 30 Days INTEGRATION AND ESM EFFECTIVENESS LEVEL OF INTEGRATION The chart below (Figure 15) describes responses regarding the current degree of integration between Field Service and Reverse Logistics processes within their Enterprise Service Management (ESM) system. Over one-third (40%) of respondents reported some level of automated integration between these two processes. IMPACT OF INTEGRATION OF KPIS Firms that integrated service processes using ESM software reported dramatic improvements in No Fault Found, Average Turnaround Time, Repair Yield, and Return Rate. Basically, automated integration between Field Service and Reverse Logistics processes improves the flow of information which in turn improves productivity and efficiency of processes. For example, companies with some automated integration experience a No Fault Found that is almost 50% lower than those with no automated integration. In addition, companies with some automated integration have been able to cut Average Turnaround in half (10.5 Days vs. 5 Days) and increase Repair Yield and Return Rate by 23.1% and 35.5% respectively. Figure 16: Impact of Automated Integration on KPIs KEY PERFORMANCE INDICATOR (KPI) LEVEL OF AUTOMATED INTEGRATION NO AUTOMATED INTEGRATION SOME AUTOMATED INTEGRATION SLA Compliance (%) No Fault Found (%) Average Turnaround Time (days) Repair Yield (%) Return Rate (%) Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 11

12 INTEGRATION AND ESM EFFECTIVENESS Companies who use automated integration between Field Service and Reverse Logistics are for more likely to feel that their current ESM software is effective in managing all Reverse Logistics processes when compared against companies who have no automated integration between processes. Figure 17 PERCENTAGE OF RESPONDENTS INDICATING THAT THEIR CURRENT SOFTWARE IS EITHER SOMEWHAT EFFECTIVE, VERY EFFECTIVE, OR EXTREMELY EFFECTIVE Validating the return receipt of parts and whole units from customers and Field Service engineers 45% 83% LIKELIHOOD OF PURSUING NEW BUSINESS INITIATIVES Companies were asked about the types of business initiatives the may pursue over the next months to improve service performance. The most frequently mentioned business initiatives are rolling out field service mobility platforms (69% say it is at least Somewhat Likely ) and acquiring knowledge management functionality (61%), few companies are likely to onboard a sharing economy service solution like a variable workforce or peer to peer transportation service (33%) or offer a sharing economy service solution () of their own to customers. Figure 18 LIKELIHOOD OF PURSUING NEW BUSINESS INITIATIVES OVER THE NEXT MONTHS Tracking the results of depot repair test and screening activities Automating the work flow and business rules associated with processing returned materials Enabling a Just in time repair model Creating a seamless infrastructure between your company and its business partners Getting spare parts from Field Service engineers in a timely manner Accounting for the volume of spare at all locations within your service logistics pipeline Getting defective parts back from end-customers in a timely manner Ensuring that the right part is sent to the right location Accounting for the value of spare parts at all locations within your service logistics pipeline 46% 48% 53% 53% 57% 60% 64% 62% 65% 67% 85% 79% 87% 87% 85% 92% 99% 93% 27% 5% 23% 32% Roll-out Field Service Mobility platform 31% 8% 35% Acquire Knowledge Management functionality 28% 21% 21% Implement a Big Data Solution 27% 27% Upgrade or enhance Field Service Dispatch & Scheduling applications 37% 7% Upgrade or purchase Reverse Logistics functionality 45% 23% 15% 5% Onboard a sharing economy service solution (e.g., variable workforce, peer to peer transportation service, etc.) 60% 9% 3% Offer a sharing economy service solution Not At All Likely Not Very Likely Somewhat Likely Some Automated Integration No Automated Integration Very Likely Extremely Likely Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 12

13 INDUSTRY TRENDS There are of course a number of current and emerging technology trends (Figure 19) which have an impact on Field Service and Reverse Logistics operations. The most important trend that companies believe will have an impact in the future is Mobility (74%) followed by the Internet of Things (50%) and Big Data (46%). Few companies currently feel that trends such as telemetry inspection componentry (7%) and sharing economy service solutions (9%) are likely to have an impact on their Field Service and/or Reverse Logistics operations in the future. Most companies believe that their existing enterprise service management software is at least Somewhat Effective in managing Mobility (79%), Big Data (60%), and Embedded RFID (56%), but fewer companies believe their ESM software is at least Somewhat Effective when it comes to Internet of Things (39%), Telemetry Inspection Componentry (36%) or Wearable Technologies (24%). In general, these companies do feel their current software does a good job at capturing and making use of data from these technologies. Figure 20 EFFECTIVENESS OF ESM SOFTWARE IN MANAGING REQUIREMENTS CREATED BY TRENDS 2% 19% 33% 29% 30% 33% 39% 4% 24% 29% 18% 18% Mobility Big Data Embedded REID Sharing Economy Service Solutions 18% 36% 32% 11% 4% Internet of Things 35% 29% 18% 6% Telemetry inspection componentry 33% 43% 5% 5% Wearable Technologies Not at All Effective Slightly Effective Somewhat Effective Very Effective Extremely Effective Most companies believe that their existing enterprise service management software is at least Somewhat Effective in managing Mobility (79%), Big Data (60%), and Embedded RFID (56%), but few companies believe that their existing enterprise service management software is at least Somewhat Effective in managing Telemetry inspection componentry (36%) or Wearable Technologies (24%). Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 13

14 SUMMARY & CONCLUSIONS The research findings presented in this whitepaper conclude that Companies who have been able to successfully integrate Field Service and Reverse Logistics processes into their ESM report a higher level of service performance than those who have not. More importantly, the data reveals that these integrated solutions are not only highly effective in managing ongoing service requirements but essential to overcoming critical business challenges. The whitepaper concludes with a discussion on future ESM initiatives and an examination of how effective existing ESM are in dealing with current and emerging technology developments affecting the High Tech Service & Support Industry. Companies are most likely to purchase of new functionality to handle basic Reverse Logistics functions like Depot Repair - Shop Floor Control, Returns Management, Advanced Exchange, and Recall Management. Future purchases of advanced field service functionality are also likely in the areas of Dynamic Scheduling, Field Service Mobility, and Knowledge Management. ABOUT OUR SPONSOR (IFS) IFS Enterprise Service Management is a full service lifecycle management solution for every service provider. Whether you are providing service in the field, in a plant, at a customer s home or office, in a depot environment, on linear or other capital assets, or anywhere else, IFS Enterprise Service Management has a solution for you. And this is available regardless of whether you are delivering service through booking appointments, against demanding service level agreements (SLAs), adhering to maintenance contracts, with businesses, or directly with consumers. The IFS Field Service Management module is a best-ofbreed software solution for service businesses that manage large volumes of service calls each day. It focuses on the management of work orders, contracts, warranties, parts, and the scheduling of mobile resources. It also includes comprehensive reverse logistics and depot repair for those assets that aren t maintained in the field. It all adds up to an increasingly efficient field service business. ABOUT THE AUTHOR Michael R. Blumberg is a Certified Management Consultant (CMC) and President & CEO of Blumberg Advisory Group, Inc. His firm focuses on providing strategic and tactical assistance for improving the overall profitability and quality of aftermarket service operations. Mr. Blumberg is an innovative business executive with unequaled background in the Field Service & Reverse Logistics arena. He is highly skilled at analyzing his clients current capabilities in light of market trends and requirements, and ensuring that internal systems and processes are operating at an optimal level of productivity and efficiency and aligned with external market needs. Overcoming Field Service & Reverse Logistics Challenges with an Integrated, Best of Breed Enterprise Service Management System 14

Managing Third-Party. Service Providers. An Astea White Paper WHITEPAPER

Managing Third-Party. Service Providers. An Astea White Paper WHITEPAPER Managing Third-Party WHITEPAPER Service Providers An Astea White Paper Introduction For companies with a rapidly growing customer base, meeting an expanding demand for field service can be daunting. You

More information

WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT?

WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT? WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT? TABLE OF CONTENTS WHAT DOES IT MEAN?... 03 HOW DO WE DEFINE END-TO-END FSM?... 04 THE FIELD SERVICE MANAGEMENT DELIVERY PROCESS... 05 AUTOMATING &

More information

Managed Services Technology Stack

Managed Services Technology Stack Managed Services Technology Stack By George Humphrey, Senior Director, Research, Managed Services, TSIA TECHNOLOGY INSIGHT 1 MANAGED SERVICES TSIA-TI-14-031 December 15, 2014 The Managed Services Technology

More information

ISOs: THE SECRET TO REDUCING IT MAINTENANCE COSTS

ISOs: THE SECRET TO REDUCING IT MAINTENANCE COSTS ISOs: THE SECRET TO REDUCING IT MAINTENANCE COSTS The Challenges of Sustaining IT Infrastructure Chances are that your company s IT infrastructure has evolved significantly over the last three to five

More information

End-to-End Service Management

End-to-End Service Management Solution in Detail Customer Service Executive Summary Contact Us End-to-End Service Reducing the Cost of Service Reducing the Cost of Service Optimize Service The business landscape is more competitive

More information

WHITE PAPER SIX ESSENTIAL CONSIDERATIONS WHEN CHOOSING A FIELD SERVICE SOFTWARE SOLUTION

WHITE PAPER SIX ESSENTIAL CONSIDERATIONS WHEN CHOOSING A FIELD SERVICE SOFTWARE SOLUTION WHITE PAPER SIX ESSENTIAL CONSIDERATIONS WHEN CHOOSING A FIELD SERVICE SOFTWARE SOLUTION CONTENT DESIGNED AND DEVELOPED SPECIFICALLY FOR FIELD SERVICE... 3 FULLY INTEGRATED FIELD SERVICE FUNCTIONALITY...

More information

Reverse Lifecycle Management

Reverse Lifecycle Management Reverse Lifecycle Management The next opportunity in reverse logistics Whitepaper by: Michael R. Blumberg, CMC President Reverse Lifecycle Management (RLM) - The next opportunity in reverse logistics 0

More information

Field 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 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 information

Simplify Field Service Management with SAP Solutions

Simplify Field Service Management with SAP Solutions SAP Solution in Detail SAP Service and Support Field Service Management Solutions Simplify Field Service Management with SAP Solutions Table of Contents 3 Quick Facts 4 Resolve Service Issues While Developing

More information

SERVICE LIFECYCLE MANAGEMENT: PATHWAY TO PROFITABLE SERVICE

SERVICE LIFECYCLE MANAGEMENT: PATHWAY TO PROFITABLE SERVICE WRITTEN BY: JOHN CARROLL, CHIEF EXECUTIVE OFFICER FEBRUARY 2013 Page 2 of 9 In The Service Council s The Role of Service Culture In Driving Service Revenues research (October 2012), virtually half of organizations

More information

Optimize Field Service With Automated Scheduling and Dispatch

Optimize Field Service With Automated Scheduling and Dispatch Astea Whitepaper: Optimize Field Service With Automated Scheduling and Dispatch Optimize Field Service With Automated Scheduling and Dispatch WHITEPAPER 1 Introduction Field service is a dynamic environment.

More information

THE FOUR PILLARS OF TECHNOLOGY BUSINESS SUCCESS

THE FOUR PILLARS OF TECHNOLOGY BUSINESS SUCCESS THE FOUR PILLARS OF TECHNOLOGY BUSINESS SUCCESS ORGANIZING YOUR BUSINESS OPTIMIZING YOUR CUSTOMERS EXPERIENCE BUILDING YOUR PIPELINE UNDERSTANDING YOUR METRICS OVERVIEW Building and maintaining a profitable

More information

Supply Chain Management Seminar at Bangalore Dec. 6, 2003

Supply Chain Management Seminar at Bangalore Dec. 6, 2003 Supply Chain Management Seminar at Bangalore Dec. 6, 2003 Collaboration Synergies within the Firm Dr. P. Balasubramanian balasubp@inf.com Who is minding the Store? Demand Forecasting Production Planning.

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

Field Service and Repair Center Software

Field Service and Repair Center Software Field Service and Repair Center Software Mobile Field Service Scheduling Service Management Field Service Management Software Optimize field service and repair operations with integrated, proven Service

More information

Service Portfolio Management PinkVERIFY

Service Portfolio Management PinkVERIFY -11-G-001 General Criteria Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 Edition workflows and process integrations? -11-G-002 Does the tool have security controls in place to

More information

8% of US GDP (USD 1.2 Tn) is Services. $ from Service Sale = 4*$ from product sale. Business drivers for shift in focus towards Aftermarket

8% of US GDP (USD 1.2 Tn) is Services. $ from Service Sale = 4*$ from product sale. Business drivers for shift in focus towards Aftermarket After market service the new revenue stream HCL ServSmart TM Framework Manufacturers have been under increasing competitive pressure due to stagnation in revenue growth and shrinking profitability from

More information

Spare Parts Inventory Management The Right Stuff at the Right Time

Spare Parts Inventory Management The Right Stuff at the Right Time Spare Parts Inventory Management The Right Stuff at the Right Time Contents Spare Parts Inventory and Service Level Agreements... 3 How Service Providers Determine Spare Part Quantities and Locations...

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

SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS

SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS Deliver a great customer experience that sets you apart, improves efficiency and drives profitability with Oracle s Siebel Contact Center and Service applications.

More information

Microsoft Business Solutions Great Plains

Microsoft Business Solutions Great Plains F O R F I E L D S E R V I C E Manage complex field service operations with higher levels of profitability and customer satisfaction. Nine powerful modules integrate essential accounting, distribution,

More information

management strategies

management strategies RESEARCH REPORT AUGUST 2014 LABOR management strategies in the warehouse Sponsored by Conducted by On behalf of RESEARCH REPORT LABOR management strategies in the warehouse An in-depth look at how organizations

More information

QAD Field Service Scheduler Demonstration Guide. May 2015 EE2015

QAD Field Service Scheduler Demonstration Guide. May 2015 EE2015 QAD Field Service Scheduler Demonstration Guide May 2015 EE2015 Overview This demonstration focuses on one aspect of QAD SSM Field Service Scheduler and shows how this functionality supports the vision

More information

White Paper: Transforming Field Service: how can new technology combat your field service issues?

White Paper: Transforming Field Service: how can new technology combat your field service issues? White Paper: Transforming Field Service: how can new technology combat your field service issues? Although field service management technology has moved on leaps and bounds over the last 10 years the reality

More information

MOBILIZE. Transforming Field Service Operations with Mobile Technologies. Microsoft Dynamics GP. White Paper

MOBILIZE. Transforming Field Service Operations with Mobile Technologies. Microsoft Dynamics GP. White Paper MOBILIZE Microsoft Dynamics GP Transforming Field Service Operations with Mobile Technologies White Paper Solutions that Help Transform Field Service Operations into Strategic Profit Centers Date: June

More information

Field Service and Repair Center Software for Sage 100 ERP

Field 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 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

The Beginners Guide to ERP for Food Processors

The Beginners Guide to ERP for Food Processors The Beginners Guide to ERP for Food Processors Technically, ERP stands for Enterprise Resource Planning software, but really it could stand for Everything Right & Profitable or Easier Realized Profits.

More information

Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor. April 2014

Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor. April 2014 Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor April 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Cloud-Based Contact Center

More information

SAP ERP OPERATIONS SOLUTION OVERVIEW

SAP ERP OPERATIONS SOLUTION OVERVIEW SAP ERP OPERATIONS SOLUTION OVERVIEW YOUR SUCCESS Solving business problems is the general criterion for measuring success... SAP provides us with the powerful tools we need to solve our business problems.

More information

Best-in-Breed P2P Automation:! A PwC Perspective! Best of Breed P2P Automation PwC

Best-in-Breed P2P Automation:! A PwC Perspective! Best of Breed P2P Automation PwC Best-in-Breed P2P Automation:! A Perspective! Best of Breed P2P Automation 1 Managing Director, US Leader Shared Services and Outsourcing Advisory, Founder and President, Direct Commerce We frequently

More information

Wireless Device Management: Controlling The Wireless Enterprise And Reducing Total Cost of Ownership

Wireless Device Management: Controlling The Wireless Enterprise And Reducing Total Cost of Ownership Wireless Device Management: Controlling The Wireless Enterprise And Reducing Total Cost of Ownership Today s Wireless Environment The technology platform of today s enterprise has a rapidly growing component:

More information

6 Things You Need to Know When Purchasing Service Lifecycle Management Software

6 Things You Need to Know When Purchasing Service Lifecycle Management Software 6 Things You Need to Know When Purchasing Service Lifecycle Management Software By: Michael R. Blumberg, CMC President Table of Contents 1. What to expect in the sales process?... 3 2. What to look for

More information

Service Lifecycle Management Solutions

Service 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 information

Purchase Order Management

Purchase Order Management RESEARCH BRIEF APRIL 2014 Improving Order and Fulfillment Operations: Purchase Order Management Sponsored by: Research conducted by: On behalf of: Introduction The growth of global supply chain has put

More information

Logical steps to logistics optimization. Preparing for smart metering mass deployment

Logical steps to logistics optimization. Preparing for smart metering mass deployment Logical steps to logistics optimization Preparing for smart metering mass deployment Around the world, smart metering is a major transformation changing the way energy and utility companies engage with

More information

Managing Open Source Code Best Practices

Managing Open Source Code Best Practices Managing Open Source Code Best Practices September 24, 2008 Agenda Welcome and Introduction Eran Strod Open Source Best Practices Hal Hearst Questions & Answers Next Steps About Black Duck Software Accelerate

More information

Computerized Maintenance Management System CMMS Best Practices Study

Computerized Maintenance Management System CMMS Best Practices Study July 2011 Price: $399.00 Computerized Maintenance Management System CMMS Best Practices Study Reliabilityweb.com Reliability Roadmap Asset Management White Paper Series www.reliabilityweb.com www.cmmscity.com

More information

Accounting Best Practices. Part 3 of 3: Accounting and Budgeting. Surveys Results & Recommended Practices

Accounting Best Practices. Part 3 of 3: Accounting and Budgeting. Surveys Results & Recommended Practices Accounting Best Practices Part 3 of 3: Surveys Results & Recommended Practices December 2014 Table of Contents Click on page number to jump to section Executive Summary 3 Introduction 4 Background 5 Month

More information

IBM Sterling Warehouse Management System

IBM Sterling Warehouse Management System IBM Sterling Warehouse Management System Increase warehouse productivity and reduce costs Overview In this solution overview, you will learn: How you can improve every aspect of your warehouse operations

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

NICE BACK OFFICE SOLUTIONS. Improve the Efficiency and Effectiveness of Your Back Office Operations. www.nice.com. Insight from Interactions

NICE BACK OFFICE SOLUTIONS. Improve the Efficiency and Effectiveness of Your Back Office Operations. www.nice.com. Insight from Interactions NICE BACK OFFICE SOLUTIONS Improve the Efficiency and Effectiveness of Your Back Office Operations Insight from Interactions www.nice.com INTRODUCTION In today s competitive marketplace, your company has

More information

Moving from reactive Field Service Management to proactive

Moving from reactive Field Service Management to proactive WHITEPAPER Moving from reactive Field Service Management to proactive Introduction Traditionally, reactive Field Service Management (FSM) has been the default service organization approach to delivering

More information

IBM Maximo for Transportation. Don Beahm IBM Transportation and Government Product Manager

IBM Maximo for Transportation. Don Beahm IBM Transportation and Government Product Manager IBM Maximo for Transportation Don Beahm IBM Transportation and Government Product Manager Fleet Costs Vendors Warranty Fuel and Maintenance Costs Availability Turn Around Fleet Size? Fleet Age Technology

More information

T r a n s f o r m i ng Manufacturing w ith the I n t e r n e t o f Things

T r a n s f o r m i ng Manufacturing w ith the I n t e r n e t o f Things M A R K E T S P O T L I G H T T r a n s f o r m i ng Manufacturing w ith the I n t e r n e t o f Things May 2015 Adapted from Perspective: The Internet of Things Gains Momentum in Manufacturing in 2015,

More information

You manage your business. We manage your electronic supply chain. DB SCHENKERelectronics

You manage your business. We manage your electronic supply chain. DB SCHENKERelectronics You manage your business. We manage your electronic supply chain. DB SCHENKERelectronics Our core business: The supply chain side of your business. At DB Schenker, we have a very simple understanding of

More information

STRATEGIES FOR GROWTH SM

STRATEGIES FOR GROWTH SM STRATEGIES FOR GROWTH SM "CONSULTANTS TO THE SERVICES INDUSTRY" Services Organisations Are Investing in Mobile Tools and New Technologies - Executive-level Results from SFG s 2013 Field Service Management

More information

Motorola Solutions and SAP : Extend the value of your investments in SAP software with mobile apps

Motorola Solutions and SAP : Extend the value of your investments in SAP software with mobile apps Motorola Solutions and SAP : Extend the value of your investments in SAP software with mobile apps 2 Motorola Solutions and SAP: Manufacturing The challenge: Improving efficiency and accuracy throughout

More information

The expression better, faster, cheaper THE BUSINESS CASE FOR PROJECT PORTFOLIO MANAGEMENT

The expression better, faster, cheaper THE BUSINESS CASE FOR PROJECT PORTFOLIO MANAGEMENT Cloud Solutions for IT Management WHITE PAPER THE BUSINESS CASE FOR PROJECT PORTFOLIO MANAGEMENT How Progressive IT Organizations Are Using Hosted Solutions To Deliver On Time, On Budget, On Quota and

More information

PAR EverServ Services

PAR EverServ Services PAR EverServ Services Maximize your return on investment with PAR EverServ Services For more than 30 years, ParTech, Inc. (PAR) has been designing, integrating, and managing leading-edge technology systems

More information

White Paper. The Hidden Benefits of Human Resource Business Process Outsourcing (HR BPO) SOURCING ANALYTICS

White Paper. The Hidden Benefits of Human Resource Business Process Outsourcing (HR BPO) SOURCING ANALYTICS Helping Companies Optimize Their HR/ Benefits/Payroll Service Partnerships White Paper The Hidden Benefits of Human Resource Business Process Outsourcing (HR BPO) Contents Executive Overview 3 About the

More information

CMMS/EAM. Maintenance Solutions

CMMS/EAM. Maintenance Solutions CMMS/EAM Maintenance Solutions Superior Functionality. Fully Integrated Solution. Maximum System Support. Maximize Critical Assets Maintenance Software Solutions For nearly 40 years, CHAMPS has remained

More information

SERVICE DESK MANAGEMENT

SERVICE DESK MANAGEMENT SERVICE DESK MANAGEMENT Bringing your customers closer to you Managed Services are the key behind Bell Techlogix 8888 Keystone Crossing Indianapolis, IN 46240 1-866-782-2355 1-317-704-6000 www.belltechlogix.com

More information

Looking back on how desktop support has evolved, it s interesting to see how tools

Looking back on how desktop support has evolved, it s interesting to see how tools DECEMBER 2013 Desktop Support Technology Written by Michael Hanson Data analysis by Jenny Rains Looking back on how desktop support has evolved, it s interesting to see how tools have changed. Many years

More information

IoT Service Transformation

IoT Service Transformation IoT Service Transformation John Carrington VP, Marketing & Strategy October 28, 2015 Agenda Service Trends and Transformation Connected Products and IoT Intersection of IoT and Services Connected Service

More information

Global Customer Services

Global Customer Services Global Customer Services Greg Sebasky Analysts Meeting June 15th, 2005 Agenda Market Intro Financial Results Services Strategy Refurbishment Summary 2 Portfolio 2004 Results Imaging Systems EUR 2.8 bln

More information

Providing Proactive Support with Intelligent Smart Services

Providing Proactive Support with Intelligent Smart Services Providing Proactive Support with Intelligent Smart Services Gerber Technology Gerber Technology, a business unit of Gerber Scientific, Inc., develops and manufactures the world s leading brands of integrated

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

TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services

TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT FIELD SERVICES 2012 TSIA Member Technology Spending Report: Field Services Adoption, Satisfaction and Planned Spending Across 24 Areas of Technology and Services

More information

Get what s right for your business. Contact @lliance Technologies.

Get what s right for your business. Contact @lliance Technologies. Provisioning Looking for new technology? You need systems in line with your business goals. You also need those systems to interact seamlessly. We can help you get the right technology to the right place

More information

Industry Megatrends: A Benchmarking Perspective

Industry Megatrends: A Benchmarking Perspective Industry Megatrends: A Benchmarking Perspective 20 Years of Help Desk Data More than 1,200 Help Desk Benchmarks Global Database 30 Key Performance Indicators Nearly 80 Industry Best Practices 1 Then and

More information

Network Outsourcing - Choice or Destiny? Andreas Herzog April 2008

Network Outsourcing - Choice or Destiny? Andreas Herzog April 2008 - Choice or Destiny? Andreas Herzog April 2008 All Rights Reserved Alcatel-Lucent 2007 Sure it is your choice, but there are real good reasons to go for it 2 Poland April 2008 Development of Managed Services

More information

Helping electronics and high-tech companies improve business performance through better service management and support

Helping electronics and high-tech companies improve business performance through better service management and support Helping electronics and high-tech companies improve business performance through better service management and support Accenture and Oracle Corporation help electronics and high-tech companies improve

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

Meeting the Multi-channel Distribution Challenge

Meeting the Multi-channel Distribution Challenge Meeting the Multi-channel Distribution Challenge July 2013 Sponsored by: Conducted by: On behalf of: Introduction Distribution is one of the fastest-changing processes in the world of logistics. With the

More information

MSD Supply Chain Programme Strategy Workshop

MSD Supply Chain Programme Strategy Workshop MSD Supply Chain Programme Strategy Workshop Day 2 APPENDIX Accenture Development Partnerships Benchmarking MSD s Current Operating Supply Chain Capability 1.0 Planning 2.0 Procurement 3.0 Delivery 4.0

More information

PTC SERVICE NETWORK MANAGEMENT

PTC SERVICE NETWORK MANAGEMENT PTC SERVICE NETWORK MANAGEMENT PTC Service Network Management The Control Tower for Your Service Network As companies are increasingly outsourcing more of their service activities to trusted partners on

More information

Maximize potential with services Efficient managed reconciliation service

Maximize potential with services Efficient managed reconciliation service RECONCILIATION IntelliMatch Operational Control services Optimize. PRODUCT SHEET Maximize potential with services Efficient managed reconciliation service Overview At its best, technology provides financial

More information

WHITE PAPER. Reducing Inventories and Cost of Operations While Improving Customer Support

WHITE PAPER. Reducing Inventories and Cost of Operations While Improving Customer Support WHITE PAPER Reducing Inventories and Cost of Operations While Improving Customer Support Applied Industrial Technologies Corporate Headquarters 1 Applied Plaza ¬ęCleveland, OH 44115 216-426-4000 www.applied.com

More information

VAR Services & Support Offerings

VAR Services & Support Offerings Interlink Communication Systems and Network Dynamics, Inc. VAR Services & Offerings Interlink Communication Systems, and Network Dynamics, Inc. Professional Services &... 3 Services Coverage.......................................................

More information

Optimize your field service planning

Optimize your field service planning Optimize your field service planning Transform efficiency and customer satisfaction with multi-resource planning from Quintiq 7 field service challenges that make or break your operations As you read this,

More information

Metric of the Month: Percent Resolved Level 1 Capable

Metric of the Month: Percent Resolved Level 1 Capable Metric of the Month: By Jeff Rumburg Every month, in the Industry Insider, I will highlight one key performance indicator (KPI) for the service desk or desktop support. I will define the KPI, provide recent

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

Why We Should Share In The Service Supply Chain

Why We Should Share In The Service Supply Chain Service Supply Chain 2014-2015: Why We Should Share In The Service Supply Chain Brought to you by: Introduction Why We Should Share In The Service Supply Chain Cross-industry opportunities to leverage

More information

The changing face of Utilities The Mobile Transformation

The changing face of Utilities The Mobile Transformation Utilities the way see it The changing face of Utilities The Mobile Transformation The information contained in this document is proprietary. 2014 Capgemini. All rights reserved. Rightshore is a trademark

More information

See your business in a new way.

See your business in a new way. Operations and Distribution Management Brochure See your business in a new way. Realize the future of your business today. See your business in a new way. Realize the future of your business today. Distribution

More information

Responsive Manufacturing Operations

Responsive Manufacturing Operations Solution Overview Executive Responsive Operations Building a Flexible System Response to Customers Market Alignment Competitive Advantage Best-run manufacturers respond to changing market conditions by

More information

CHAPTER 11 SUPPLY CHAIN MANAGEMENT

CHAPTER 11 SUPPLY CHAIN MANAGEMENT CHAPTER 11 SUPPLY CHAIN MANAGEMENT 1 Learning Objectives Learn about the supply chain network and management drivers. Understand the complexity and importance of the integration of supply chain. Learn

More information

Ticket Management & Best Practices. April 29, 2014

Ticket Management & Best Practices. April 29, 2014 Ticket Management & Best Practices April 29, 2014 Trouble Ticketing System Objectives CURRENT STATE Assumption: Network Operations Centers are governed by two principles 1. Pursuit of excellence in customer

More information

At the Heart of Connected Manufacturing

At the Heart of Connected Manufacturing www.niit-tech.com At the Heart of Connected Manufacturing Transforming Manufacturing Operations to Drive Agility and Profitability The success of the new manufacturing network hinges on the agility of

More information

Customer Relationship Management: Tool or Philosophy?

Customer Relationship Management: Tool or Philosophy? Customer Relationship Management: Tool or Philosophy? A system cannot understand itself. The transformation requires a view from outside. - W. Edward Deming CRM a general perspective: A successful CRM

More information

IBM Sterling Transportation Management System

IBM Sterling Transportation Management System IBM Sterling Management System Drive costs out of transportation with cloud-based TMS Overview In this Solution Overview, you will learn: Why you should seek an on cloud TMS solution How you can better

More information

Best-Run Dealer Business Management

Best-Run Dealer Business Management Solution in Detail Automotive Executive Summary Contact Us Best-Run Dealer Business Next Generation of Retail Auto Dealers Auto Retail Transformation Customer Centricity Today s auto dealers consistently

More information

Achieve greater efficiency in asset management by managing all your asset types on a single platform.

Achieve greater efficiency in asset management by managing all your asset types on a single platform. Asset solutions To support your business objectives Achieve greater efficiency in asset by managing all your asset types on a single platform. When you use Maximo Asset Management to help maximize the

More information

DECISYON 360 ASSET OPTIMIZATION SOLUTION FOR U.S. ELECTRICAL ENERGY SUPPLIER MAY 2015

DECISYON 360 ASSET OPTIMIZATION SOLUTION FOR U.S. ELECTRICAL ENERGY SUPPLIER MAY 2015 Unifying People, Process, Data & Things CASE STUDY DECISYON 360 ASSET OPTIMIZATION SOLUTION FOR U.S. ELECTRICAL ENERGY SUPPLIER MAY 2015 Decisyon, Inc. 2015 All Rights Reserved TABLE OF CONTENTS THE BOTTOM

More information

BUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE MULTI-SITE 1 INFO@OPTUSINC.COM 877.892.4900 OPTUSINC.COM

BUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE MULTI-SITE 1 INFO@OPTUSINC.COM 877.892.4900 OPTUSINC.COM BUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE MULTI-SITE 1 INFO@OPTUSINC.COM 877.892.4900 OPTUSINC.COM BUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE WHEREVER YOU ARE IN THE LIFECYCLE OF YOUR

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

Accounting Best Practices. Maximizing Effectiveness and Efficiency in your Accounting Operations June 10, 2014

Accounting Best Practices. Maximizing Effectiveness and Efficiency in your Accounting Operations June 10, 2014 Accounting Best Practices Maximizing Effectiveness and Efficiency in your Accounting Operations June 10, 2014 Presenters Lauren Malone Director of Strategic Research Tate and Tryon lmalone@tatetryon.com

More information

TECHNOLOGY BRIEF. Business Benefits from Radio Frequency Identification (RFID)

TECHNOLOGY BRIEF. Business Benefits from Radio Frequency Identification (RFID) TECHNOLOGY BRIEF Business Benefits from Radio Frequency Identification (RFID) Executive summary Today the largest government and business enterprises in the world are developing plans to deploy electronic

More information

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems ACS-1803 Introduction to Information Systems Instructor: Kerry Augustine Enterprise Information Systems Lecture Outline 6 ACS-1803 Introduction to Information Systems Learning Objectives 1. Explain how

More information

Could Knowledge Management Help You Operate A More Effective & Efficient It Service Desk?

Could Knowledge Management Help You Operate A More Effective & Efficient It Service Desk? Could Knowledge Management Help You Operate A More Effective & Efficient It Service Desk? Challenges Of The Modern Day Service Desk With ITIL an established framework for delivering quality IT service,

More information

Finding the KPIs for Yard Management

Finding the KPIs for Yard Management Finding the KPIs for Yard Management 2 EXECUTIVE SUMMARY Yard management is a critical linkage in logistics management practices, and has a significant impact on the overall efficiency of the supply chain.

More information

Gain a competitive advantage.

Gain a competitive advantage. Fully Integrated, End-to-End Business Management Provide a higher level of customer service. Improve internal business process. Improve bottom line. Gain a competitive advantage. End-to-End Business management

More information

Mobile Communication. Create Connect Continue

Mobile Communication. Create Connect Continue Mobile Communication Y Create Connect Continue Mobile CommunicationYWhitePaper Mobile Communication Making informed decisions at the point of activity Whether you are in the fast moving consumer goods

More information

CAN T WE JUST OUTSOURCE IT? Outsourcing has its place. Know what it takes to get it right.

CAN T WE JUST OUTSOURCE IT? Outsourcing has its place. Know what it takes to get it right. leading thoughts / nov 2013 CAN T WE JUST OUTSOURCE IT? Outsourcing has its place. Know what it takes to get it right. By Lori Bocklund, Strategic Contact Inc. Pipeline Articles www.contactcenterpipeline.com

More information

Success On-Demand: The Software-as-a- Service Advantage. For Today s Companies That Make, Sell, and Service Software. Our Presenters Today

Success On-Demand: The Software-as-a- Service Advantage. For Today s Companies That Make, Sell, and Service Software. Our Presenters Today Our Presenters Today Success On-Demand: Sean Rollings Senior Director of Product Marketing, NetSuite The Software-as-a-Service Advantage for Software Businesses David Fox President and CEO Agistix Agenda

More information

Elevator Service Preventive or Predictive

Elevator Service Preventive or Predictive www.wipro.com Elevator Service Preventive or Predictive Market Differentiation Through Remote Monitoring Data and a Predictive Service Program Russell Gray Sr. Consultant, Business Process Group Aftermarket

More information

Deliver superior customer service.

Deliver superior customer service. Deliver superior customer service. MICROSOFT BUSINESS SOLUTIONS FOR FIELD SERVICE MANAGEMENT GREAT PLAINS A Microsoft Business Solutions CRM Application Field work is a vital component for any service

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

Next Generation ITAM in the Cloud: Business Intelligence and Analytics as a Service

Next Generation ITAM in the Cloud: Business Intelligence and Analytics as a Service Next Generation ITAM in the Cloud: Business Intelligence and Analytics as a Service Frank Venezia, Siwel Consulting, Inc. Steffani Lomax, Siwel Consulting, Inc. White Paper - May 2012 SM Next Generation

More information