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Vol 31 - No 04 - June 2005 Editorial : Responding to Customers Many companies, by their own admission, focus on the operation already in place, trying to ‘make do’, while dealing with the challenges presented by a rapidly changing service environment. In contrast, successful leading-edge companies have appreciated the value to be generated by positioning their service operations as an essential element of the total business solution provided to the customer. Indeed, they have sought application solutions that will emphasise, and drive this thinking. The lesson to learn is to understand the size and capability of each operation, in relation to the provision necessary and expected by the customer. Service Executives are quickly coming to terms with the growing list of requirements and responsibilities demanded by their expanding roles. Their main concern, as they take on a broader role, is the need to be both strategically aware in supporting boardroom colleagues in driving the business forward, while focusing on raising the performance of their own operation, as any department or operation head would. Service executives also see their role as helping the overall business to differentiate itself from competitors, by introducing appropriate productivity tools and better utilising working capital, people, and inventory; all of which are regarded by some as potential liabilities, rather than assets. Managing service people and parts well, is complex, but as more firms begin boosting service levels in an effort to satisfy customers, it is becoming increasingly important to be able to analyse and control these resources. Analysis and control is particularly relevant when, in reality, field engineers and parts should be regarded as of value only when they are functioning on a customer site. As call handling systems and associated diagnostics are improved, the need to have the right skills and the right parts available at the right time, will grow ever more important. Steve Downton, FIOM, Downton Consulting Related Topics:
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