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by   |    |   1 minute  |  in Service Management

This blog post is brought to by Vice President Research and Development, Tom Bowe… I recently finished a large-scale IFS Field Service Management implementation in the UK and have been asked multiple times how I was able to successfully manage this complex, demanding project without having a heart attack. Here’s a look at the high-level process I…

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Young friendly female helpdesk operator

by   |    |   1 minute  |  in Service Management

Recent studies by the Aberdeen Group show that service is more important than ever. 69% of service leaders have increased confidence in the direction of their business and 90% are forecasting growth within the next 12 months. Economic turmoil has, in fact, raised the importance of service as organizations look for their service businesses to…

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Business

by   |    |   2 minutes  |  in Service Management

This field service management blog post is brought to you by Vice President of Research and Development, Tom Bowe. Most service companies track inventory in the field to some degree and most can report cost variances and usage trends each month. Occasionally I run across service businesses that expense all of their field inventory, but…

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Quality

by   |    |   3 minutes  |  in Service Management

I spent an hour today with the IFS person in charge of Quality Assurance in our products. It was a most pleasant, and interesting, conversation. I’ll share some of it with you. One of the basic points of understanding is: all software has bugs. Ours, Microsoft’s, SAP’s, the video game you picked up for your…

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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…

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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…

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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…

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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…

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