Service Management Buyers Guide 2010 - daruMath

SERVICE MANAGEMENT
Digital EDition 06
FIG 11: Do you currently operate an
integrated mobile data communications
application?
50
40
30
20
10
0
50.7%
Existing application in place
9.6%
New implementation planned
22.8%
Considering subject to system
specification and budget
19.1%
Of no percieved benefit
activities such as mergers or acquisitions or moving
away from supplying service themselves and looking
to an outsourcing option (as illustrated in question
13).
Parts deployment and movement is often
regarded as an afterthought of the service operation,
but such considerations become more important
as the service environment accepts remote support
and delivered parts as important facets of service
and acknowledges that integration of the total
service delivery mechanism is now a necessity to
ensure cost-effectiveness. Question 12 shows that
the two most common methods of part deployment
are courier and field engineer, highlighting that the
low-cost courier is an effective option when no visit
is required.
The overall picture painted by this survey is of a
business community which is looking afresh at their
service operation and the way it integrates into the
business. There is more awareness of the value of
FIG 12: What is your current primary
system for transferring service parts?
50
40
30
20
10
0
33.3%
16.7% 16.7%
Field engineer collection from
central depot
Engineer collection from
un-manned box netwok
In-boot delivery to engineer
42.9%
Courier delivery to customer location
12.7%
Fully outsourced logistics service
FIG 13: Would you consider
outsourcing service provision to third
party providers?
50
40
30
20
10
0
33.3%
16.7% 16.7%
42.9%
12.7%
Currently outsource entire
service operation
Compliment own service network with
outsourcing of certain business processes
Have returned to own service network
having previously outsourced
Would consider outsourcing
in the future
Have never considered outsourcing
service as a revenue generator and that revenues
once agreed have appeared relatively secure over
the last year. The role of service is changing from
being viewed as a stand-alone operation into a
valuable strategic weapon capable of making a
difference to the whole business. n
DOWNTON CONSULTING
Steve Downton has established a reputation
for providing effective business advice within
the Services Sector specialising in guiding
senior management teams and supporting
service operations both large and small to
manage their customers, improve performance
profitability and deliver service excellence.
steve.downton@downtonconsulting.com
or www.downtonconsulting.com