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Digital Transformation

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150 years ago, New Bedford, Massachusetts was the richest town per capita in the world. New Bedford was a port city, a particularly well-positioned one for the burgeoning whaling industry. Whale oil was a hot commodity as a fuel for lamps, among other commercial uses, and that helped drive the economic prosperity of this small city in southern Massachusetts. I’d like to say that an ethical enlightenment towards the treatment of whales led to the…

 Bill Pollock, President and Principal Consulting Analyst at Strategies for Growth, weighs in on how he feels organizations need to evolve how they measure progress and success in today’s service landscape.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about new metrics for a new world of service delivery. We’ve talked a lot lately about how many things are changing…

ANDRITZ, headquartered in Graz, Austria, is an international technology group providing plants, systems, equipment, and services for various industries. The company is one of the global market leaders in the hydropower business, the pulp and paper industry, the metal working and steel industries, and in solid/liquid separation in the municipal and industrial segments. With almost 170 years of experience, approximately 27,800 employees, including 750 internal field technicians, and more than 280 locations in over 40…

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 Last time, we went through the specifics of service management software while looking specifically at the delivery of service. Now we’re going to take that a step further and discuss…

 Brad Resler, President and COO at Brady Services Inc., talks with Sarah about three pillars Brad feels are critical to service transformation success.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about three pillars of redefining service delivery. We talk a lot on this podcast about the different journeys that companies are on when it comes to transforming their businesses…

We have a pretty good idea now that, especially among some change-resistant businesses, Covid-19 has dramatically accelerated digital transformation. There are questions about how quickly it’s accelerated it, but the general consensus is that we’re probably about five years further along than we would have been had things remained on their pre-Covid track. We’re seeing this play out as retail stores like Best Buy take their brick and mortar footprints and turn them into fulfillment…

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 Last time in our series, we took a look at the broad capability categories of service management and broke them into three subsections: Service delivery, operations, and customer experience. Today we’re going to start breaking down the…

This is part of an ongoing series on the state and standards of service management software in 2020. For the first article in this series, click here. When defining service management software, it’s typical to measure the worth of software by the breadth of capabilities that are offered, but that can be very misleading. In 2007, an Apple iPhone and Motorola Sidekick both had web browsers, but there’s no comparison between the depth of execution…

 Tim Baines, Professor of Operations Strategy & Executive Director of the Advanced Services Group at Aston Business School, joins Sarah for an engaging deep dive into the forces driving businesses on the journey to Servitization and outcomes-based service and the framework his group has created to help guide organizations through that journey. LINK to World Servitization Convention information (September 14-16, 2020): https://www.advancedservicesgroup.co.uk/wsc2020     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m…

Back in December, in honor of the holidays, I was compelled to write about service through the lens of a popular movie series. It now being the end of July, when the sun-bleached late afternoons carry a certain sense of ennui not present at other times of the year, I feel compelled to again go to the well of movies as analogies for service delivery. This was inspired in part by the fact that, due…