Asset Management

by   |    |   3 minutes  |  in Mobility, Service Management

In 1991 a national service manager with Du-Pont medical products approached us with a classic service problem. His service engineers were responsible for both break/fix service and for preventive maintenance service on their products. He was wrestling with this issue – if an engineer is sent to St. Michael’s Hospital on a repair call, wouldn’t…

Read more

Color Coding

by   |    |   1 minute  |  in Service Management

I’ve been around the service industry a long time, over 25 years. I have been able to see hundreds of service operations, servicing a wide, wide variety of products – blood analyzers, medical imaging equipment, overhead doors, coin counting machines, silicon wafer producing machines, copiers and many others. I am amazed and impressed at the…

Read more

Good

by   |    |   2 minutes  |  in Service Management

Some of the problems in service are profound, some are trivial. Some can be attacked in a fun way. Several years ago, an IFS client that services hospital and lab equipment was looking for a way to grow revenues. Their U.S. Director of service came up with a clever idea that worked well and I’ll…

Read more

Chain

by   |    |   2 minutes  |  in Business Technology, Service Management

Having been in the business of providing software for service organizations for 25 years, I would say that all service organizations overlap business process for 50% to 70% of their activities. When the product doesn’t work, someone needs to do something: go there & fix it, or send the product back, or send a part…

Read more