Category

Digital Transformation

Category

The ability to deliver a measurable return on tech investment quickly (and to the satisfaction of internal stakeholders) is the number one concern for 64 percent of decision-makers when it comes to digital transformation initiatives. However, we know that, all too often, digital transformation desires don’t translate to reality. When you consider the layers of complexity that exist in aligning and executing a digital transformation strategy, it’s easy to begin to identify numerous areas where…

Why is it that people never want to take preventative measures? I’m reminded of Y2K, when we were told that a catastrophic glitch in computer systems would lead to widespread outages, unexpected nuclear missile launches, and all other manner of nightmare. This prompted years of thoughtful preventative action from programmers, who meticulously re-coded systems and prepared our digital infrastructure. On January 1, 2000, when we woke up to an undisturbed world, the simple minded people…

Pekka Nurmi, Director of Corporate IT at Cimcorp, talks with Sarah about the company’s efforts to modernize IT to increase its ability to be strategic, nimble, and most impactful.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about how organizations can work smarter when it comes to their IT strategy and IT operations. I’m joined today by Pekka Nurmi, who is…

As digitalization permeates every area of the business, we’ve seen IT become far less siloed in its strategy, processes, and execution. The lines between the business and IT blur as technology becomes increasingly critical not only in how a company operates optimally, but in its value proposition for its customer base. With digitalization playing an ever-increasing role for businesses in every industry and geography, what needs to change as it relates to the IT approach…

I have always been of a mind that the most important thing that software—any software—can do is to get out of your way. Even social media platforms, cultural cancers that they are, know that their key purpose (communication) needs to be easy, accessible, and provide the necessary feedback to show that it is working (“likes”, as it were). These are the keys of solid programming, and they’re how and why we use the devices that…

Anyone who’s read more than a passing article from me knows that I am a gaming enthusiast. Whether it’s Baseball, computer Solitaire, Dungeons and Dragons, Jeopardy, or Super Mario, give me something with a score, and objective, and a repeatable loop of actions and behaviors, and I’m in the zone. Even if I am terrible at it, I’m having a really nice time. I know that I am not alone in my pro-games predelictions (partially…

Smart Care Equipment Solutions is the largest independent provider of commercial kitchen repair in the United States. You can tell by a quick visit to the company’s website the clarity that exists around how service acts as a competitive differentiator and significant growth opportunity. The company’s vision is clearly articulated on its site, stating, “By 2024, we will become America’s Best commercial kitchen service company by: Delighting customers through the entire service experience; Being the…

This is part of an ongoing series on the state and standards of service management software. 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 Implementing New Service Software The Politics and Potential of Changing Service Software Providers What is Servitization? What is Outcomes-Based Service?…

Dr. Andreas Schroeder, Reader for Information System at Aston University and Digital Lead for the Advanced Services Group Joins Sarah to discuss what it takes to succeed in delivering data-led services and to offer his advice on the best approach for monetization of data.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today we’re going to be talking about using data to drive your services-led business model.…

A few weeks back, I wrote an article on the importance of proper parts management and reverse logistics for sustainability. In it, I made the case not just for the moral imperative that smart waste management allows, but also the economic imperative. In that same vein, I think it’s important, within field service, to discuss optimization in the same vein. I’ve outlined optimization in excruciating detail (and sometimes with the help of Super Mario) over…