Steve Downton, Downton Service Management Consultants Ltd, Noventum Group
There are many issues facing service companies as they decide how to best position themselves for future advantage and profitability. In some businesses the after-sales service operation is considered a separate entity, almost an afterthought; in others it has become fully integrated providing a valuable plank on which continuing customer value is delivered. However, having a service operation fully integrated into the total business means the systems and processes must cover the entire business, and not just provide compliance, department by department; the processes and systems in place must provide integration, long term manageability, scalability and a continuous upgrade pathway. These considerations are valid when we consider that the era of service as a separate entity of the business is fast becoming an outmoded concept. Instead it is being recognised that a total solution is of real value to the customer: having visibility of the entire business with service as an integral part is more important now than ever before, and service can no longer be regarded as a separate cost or profit centre.
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