Strategic Service Management

Strategic Service Management

= Strategic Service Management (SSM) =

Strategic Service Management, SSM, is a new customer commitment-centric business strategy that optimizes a company’s service business processes through a single, integrated view of post-sale service operations, by taking into consideration the planning and forecasting of service parts and resources, and the strategy and management of customer commitments, service partners, and service pricing.

Reason for Strategic Service Management1

*Products have become commoditized and product-based profit margins have decreased over time therefore companies are looking for new sources of revenue
*Companies are looking to differentiate themselves from the competition and a best in class service organization can definitely lead to customer loyalty
*Customers are expecting faster resolution time when they place a service call
*Asset management responsibility and accountability are shifting from the enduserenterprise to OEMs and their service provider partners
*Cost cuts require higher worker productivity

Best Practices2

# Bring Field Service Management and parts logistics under one operational umbrella;
# Leverage existing and new technology solutions to synchronize four service pillars;
# Address process deficiencies before deploying technology;
# Define requirements and success criteria clearly before evaluating technology solutions;
# Leverage partnerships with service and logistics providers;
# Attack aftermarket service as a top-line business opportunity;
# Involve stakeholders early and often in transformational process;
# Adopt a two-pronged approach to measuring the efficacy of after-market service:operational and strategic;
# Adopt an enterprise-wide perspective; and
# Invest more energy in forecasting and planning technician capacity and work orderdemand.

Results from Strategic Service Management deployments3

* Avaya reduced Service parts inventory from $250 million to $160 million
* Sun Microsystems saved $40 million in the first year
* Dell grew service revenues over 20% in one year

See also

* Field Service Management
* Workforce management
* Market-Adaptive Pricing
* Service Parts Management
* Command Center

Footnotes

1. [http://www.aberdeen.com/summary/report/benchmark/RA_IndustryTraction_MV_2498.asp AberdeenGroup’s Industry Traction of Strategic Service Management] , December 2005

2. [http://www.aberdeen.com/summary/report/benchmark/RA_PSSRpt_MV.asp AberdeenGroup’s Best Practices in Strategic Service Management Report] , June 2005

3. Yes Ma’am That Part Is In Stock, BusinessWeek, August 1, 2005


Wikimedia Foundation. 2010.

Игры ⚽ Нужно решить контрольную?

Look at other dictionaries:

  • Service management — is integrated into Supply Chain Management as the joint between the actual sales and the customer. The aim of high performance Service Management is to optimize the service intensive supply chains, which are usually more complex than the typical… …   Wikipedia

  • Field service management — (FSM), also known as Field Force Automation (FFA), is an attempt to optimize processes and information needed by companies who send technicians or staff into the field (or out of the office.) Optimization is difficult, since it involves… …   Wikipedia

  • ITIL Planning to implement service management — The planning to implement service management is a set in the Information Technology Infrastructure Library (ITIL) framework. This set is about the alignment of business needs and IT provision requirements. Besides, this set describes how to… …   Wikipedia

  • IT Asset & Service Management — (ITASM) is the USAF (United States Air Force) effort to implement BSM (Business Service Management) and ITIL (Information Technology Infrastructure Library) processes. ITASM is to institutionalize industry best practices into an enterprise wide… …   Wikipedia

  • Service system — A service system (or customer service system, CSS) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers. Marketing, operations, and global environment …   Wikipedia

  • Service (economics) — A service is the non material equivalent of a good. A service provision is an economic activity that does not result in ownership, and this is what differentiates it from providing physical goods. It is claimed to be a process that creates… …   Wikipedia

  • Strategic management — is a field that deals with the major intended and emergent initiatives taken by general managers on behalf of owners, involving utilization of resources, to enhance the performance of firms in their external environments.[1] It entails specifying… …   Wikipedia

  • Management consulting — indicates both the industry and practice of helping organizations improve their performance primarily through the analysis of existing organizational problems and development of plans for improvement. Organizations hire the services of management …   Wikipedia

  • Strategic Defense Initiative — Organization SDIO Agency overview Formed 1984 Dissolved 1993 (renamed) Superseding a …   Wikipedia

  • Management science — (MS), is the discipline of using mathematical modeling and other analytical methods, to help make better business management decisions. The field is also known as operations research (OR) in the United States or operational research in the United …   Wikipedia

Share the article and excerpts

Direct link
Do a right-click on the link above
and select “Copy Link”