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Service Optimization

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Every year I go outside and stare at my gutters. As a person with an exceptional fear of heights, the thought of maneuvering on my ladder to remove the accumulated gunk and misery deposited there by the two gigantic oak trees in my yard drive me to near heart attack. So I call my gutter guy and ask him to come out. My gutter guy then puts my name on a massive list and shows…

Carlsberg is one of the world’s leading brewery groups with more than 140 brands in its beer portfolio, including the international brands Carlsberg and Tuborg and strong local power brands, such as Ringnes in Norway, Lvivske in Ukraine, Wusu in China as well as craft and specialty brands such as French 1664 Blanc and the Belgium abbey beer Grimbergen. Carlsberg’s service business provides installation, repair, and maintenance to its customers in the hospitality industry. In…

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…

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…

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…

Companies have realized the strategic and monetary value of service as a (or the) key differentiator and most are at some stage of the journey to equip their businesses to seize the service opportunity. You read (I write) a lot of articles on Servitization and the journey to outcomes-based service, and the reason you hear so much about these topics is twofold: first, the opportunity they present is immense and, second, the undertaking of these…

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…

 IFS CEO Darren Roos talks with Sarah about key themes from the 2020 Gartner Magic Quadrant for Field Service Management, what he believes is most critical for technology providers to offer service organizations, and how he as a leader has managed change at IFS.     Sarah: Hi, Darren. Thank you so much for allowing me to talk with you today about some exciting news we had this week. IFS has been named a leader…

I think it’s safe to say manufacturers have recognized the need to embrace Servitization, but the race is on to see which companies can successfully transition their operations from product-focused to service-focused. Panasonic Appliances Air-Conditioning Europe is ready to lead the charge and has a strategy in place to do so. Karl Lowe, Head of European Service at Panasonic Appliances Air-Conditioning Europe, recently joined the company with the remit of leading the organization on its…

 Sarah talks with Dr. Marlene Kolodziej, Vice President of Centralized Services at RICOH USA, Inc. about the company’s creation of a centralized services division, the journey from product to services provider, and her experiences leading virtually.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, I’m excited to welcome back to the Future of Field Service podcast, Dr. Marlene Kolodziej, who is now Vice President for…