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Cisco Transforms its Field Service Strategy for Increased Customer...
What is the biggest challenge your service organization faces today? Is it inadequate, outdated technology, customer loyalty and retention, or maybe growing competition? Whatever challenges you’re...
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Apple’s New Ad Campaign Not So Clueless
There’s been a lot of chatter on the internet recently about Apple’s new ad campaign. Some positive and much of it negative. Author and former Apple ad man Ken Segall hates the ads because they “make...
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Owner’s Manual Mistake Leads to Auto Recall
The ultra sleek design of the Subaru BRZ and Scion FR-S is growing popular among sports car enthusiasts and demand for these vehicles continues to rise steadily. Add to that excellent handling and top...
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PLM Syncs Up With Service
For the better part of the last decade, and despite a bigger-picture vision at its onset, Product Lifecycle Management (PLM) has traditionally been stuck in the engineering-specific part of the...
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Products That Last: Extending the Service Lifespan Over Multiple Decades
A recent article on this blog “Billion-Dollar Upgrade for British Army’s Warrior Vehicles” got me thinking about the service lifespan of a product and why it’s important to build lasting products which...
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Handle Unexpected Repairs with Product-Centric Service Information
Ground collisions at airports—whether it’s catering trucks or airplanes—are not as rare as you might think. Just last Sunday, at Paris Roissy-CDG airport, two planes collided with each other....
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Quality Service Means Getting It Right First Time
“Do it once, do it right” sounds like stating the obvious. But how many times have we personally experienced a service technician who’s lacking the right information, or who doesn’t have the right...
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Closing the Service Loop
What does it take to become a best-in-class service provider? Communication and collaboration, says Ken Grace, a project engineer in Whirlpool’s service repair parts division. Information flow—between...
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3 Keys to a Winning Service Strategy
He who fails to plan is planning to fail. Wise words to follow, particularly in business, and especially when you consider the complex and unpredictable nature of service. Service is a moving target,...
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How Smart, Connected Products are Reshaping Manufacturing
Efficiently making great products has been the hallmark of manufacturers’ competitive advantage during the past 50 years. But such production-centric strategies have begun to diminish, in part because...
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Smart Products and Services Eclipse Old-Style Manufacturing
Things are looking up for the Big Three auto makers. Ford, General Motors, and Chrysler all posted a significant uptick in July sales. But the old-style factories of the Detroit golden era have long...
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Better Service Parts Management, Improved Customer Experience
When it comes to service delivery, it’s often times the more visible customer-facing functions that get the glory (and blame). But the service operation is complicated, with numerous functions, often...
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Service Transformation, Top Manufacturers Weigh In
Service is the opportunity for manufacturers to differentiate and grab more market share. The race is on to beat competitors. An important distinction however, is that it’s not a sprint toward an end –...
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3 Key Takeaways from PTC Live Service Exchange
Earlier this month, I attended the first annual PTC Live Service Exchange event in Anaheim, California. And despite not having the opportunity to meet up with a certain famous mouse, I did have the...
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Profiting from Service: Get the Data Right First
For manufacturers the world over, servicing products is no longer simply an obligation, it’s an essential contributor to customer loyalty and bottom-line success. Indeed, according to the 2013...
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Service Blueprinting: Understanding Your Customer’s Experience
Amy L. Ostroom is one of the leading academic researchers on the subject of services marketing. As PetSmart chair and Services Leadership Professor at Arizona State University in Tempe, Ariz., she has...
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Strategy and Service Boost Manufacturing Growth
Top manufacturing firms stress strategy, planning and service, a new study found. Oxford Economics, a research firm, surveyed c-level executives and their subordinates at 300 companies around the world...
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3 Key Trends Transforming Manufacturing
In a previous post, Market Shifts and New Technology Spell Change for Manufacturers, I wrote about the external market shifts and technological changes that are reshaping the competitive landscape for...
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Smart Warranty Management, Making Your Service Stand Out
Does anyone expect to receive poor service? No. Yet at one time or another we’ve all had to endure less than perfect customer service and support. Perhaps there was a time when we merely accepted this...
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Service Transformation: 5 Ways to Influence Positive Change
Service transformation is top of mind for most manufacturers. Moving from a cost-based service strategy to one that is profit-based is critical to driving revenues and profitability. Getting ahead no...
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