Steve Downton, Downton Service Management Consultants Ltd, Noventum Group
Today’s Service Managers and Directors face a growing list of requirements and responsibilities: they have to be strategically aware, supporting their boardroom colleagues in driving the business, while simultaneously raising the performance of their own operation. While coping with the multiplicity of demands, many managers admit they “make do” with the operation already in place, while trying to deal with the challenges presented by a rapidly changing service environment. Many are beginning to recognize the broader need to provide their service personnel with a complete, end-to-end, view of all interactions with each customer, while increasing efficiency and productivity across their service operations, especially in servicing more complex products and solutions.
Better utilisation of the specialist skill sets of the engineers will enable the right skills to be synchronised with the right tools and the right parts, to achieve a first time fix within the agreed SLA response time. In achieving this, the leading-edge service managers and directors have derived support from the business to position service as an essential element of the total business solution provided to the customer. This attitude has ramifications far beyond buying software solutions for piecemeal problems, and advocates the benefits of presenting an holistic business-wide perspective, including working with partners to solve systemic issues.
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