Author

Tom Paquin

Browsing

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…

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…

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)…

 Katie Hunt, Service Operations Leader at APi Group, shares with Sarah insights gleaned and lessons learned during the company’s recent field service software upgrade.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we are going to be talking to you about seven keys to software upgrade success. If you have ever been in the midst of a software upgrade project, you know that it is…

This year marks the 35th anniversary of the most famous video game hero: Super Mario. I’ve discussed video games a few times here before, and I think there’s a lot to learn about service from the simulated, self-contained worlds contained within the cascading ones and zeroes of the digital world. This is true of AI, operations, and certainly true of parts and resource management. Video games, especially simulations, like my beloved Civilization 6, provide a…

 Sarah shares a recent keynote she delivered for Aston Business School’s World Servitization Convention, which includes her presentation of three key themes she feels have surfaced as a result of COVID and will impact the future of service across industries as well as a discussion with Larry Blue, CEO of Bell and Howell; Kevin Starr, Global Program Manager, Advanced Services at ABB; and Robin Butler, Group Field Service Director at WaterLogic about how these…

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 We’ve spent the last two articles discussing the general service delivery capabilities, as well as the underpinnings of operations that define excellent service. What’s left…

 Sae Kwon, VP of Customer Experience at Cisco, talks with Sarah about the changes in customer expectations he’s taken note of across his 24 years at Cisco and how the company has adapted to meet some of the most recent needs to deliver an exceptional customer experience.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. I’m excited to welcome to the podcast today, Sae Kwon, Vice…