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October 2020

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I’ve taken note of a recurring theme in many of my conversations with service leaders in recent months: the prioritization of knowledge management within their digital transformation roadmaps. While knowledge management has long been considered “important” to some degree, this increased focused makes sense when you pause to consider a variety of factors at play within service that are shining a light on the need for a strong knowledge management program. First, you have what…

Manufacturing firms across a variety of disciplines have been looking for ways to implement more service-oriented solutions into traditional manufacturing processes. This true for organizations that work with capital and industrial equipment as much as it is for any other manufacturer, but for industrial manufacturers, there are a variety of unique challenges that must be considered. Industrial assets—especially those that will become part of a broader manufacturing workflow—exist in a more mature service market than…

 Sonya Lacore, Vice President of Inflight Operations at Southwest Airlines, talks with Sarah about the “secret sauce” of Southwest providing the customer experience it is known for as well as the “secret sauce” of her leadership style.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. You might recognize today’s guest from the industry or from a recent podcast that we published, that was a replay of…

We know that the advancements in capabilities, sophistication, and usability of today’s field service software solutions are impressive. But we also know that, regardless of the strength of software selected, there are many opportunities for projects to go awry during implementation that have little to do with the software itself. Despite the best of intentions, companies can find themselves in a quandary during deployment. Recently Katie Hunt, Service Operations Leader at APi Group, joined us…

Manufacturers across the board are waking up to the potential of servitizing previously product-oriented businesses, building out their book of business with service and outcomes-based solutions. For manufacturers who build and sell medical devices, the opportunity is certainly just as apparent. While some customers expect systems and assets to work as expected, medical workers often require uninterrupted utilization in order to keep their patients safe and meet the unique day-to-day challenges that they face. Issues…

 Sarah shares a panel discussion from the Service Council Virtual Symposium with Linda Tucci of Ortho Clinical Diagnostics, Dr. Marlene Kolodziej of RICOH USA, Sophia Williams of NCR, Sonya Lacore of Southwest Airlines, and Cindy Etherington of Dell about how they are leading through this time of immense change.     Sarah Nicastro: Hello everyone. Thank you so much for joining us for this session, Women in Service: Leading the Industry Through Change. My name…

Prior to the COVID-19 crisis, companies across sectors were moving toward service-based strategies due to a number of challenges such as commoditization, price pressure, technological disruption, stagnant growth, and untapped market potential. Over recent months, and due in large part to the pandemic, priorities have continued to shift, making servitization more relevant than ever. As a global consultancy focused on topline strategy, we at Simon-Kucher & Partners recently surveyed more than 200 commercial function leaders…

This is part of an ongoing series on the state and standards of service management software in 2020. Here are the previous articles in the series: What is Service Management Software? The Key Capabilities of Service Management Software The Attributes of Best-in-Class Service Delivery Software The Operational Capabilities of Service The Building Blocks of Customer Experience Excellence This week, we’re looking at how an organization would implement a new service management platform to replace (mostly)…