Strategic service management: Difference between revisions
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'''Strategic service management''' (SSM) is a [[business strategy]] that aims to |
'''Strategic service management''' ('''SSM''') is a [[business strategy]] that aims to optimize the post-sales service that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing. Benefits of strategic service management can include:<ref>[https://web.archive.org/web/20100102100008/http://aberdeen.com/summary/report/benchmark/RA_IndustryTraction_MV_2498.asp AberdeenGroup's Industry Traction of Strategic Service Management], December 2005, archived 2 January 2010</ref> |
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Benefits of strategic service management can include:<ref>[http://www.aberdeen.com/summary/report/benchmark/RA_IndustryTraction_MV_2498.asp AberdeenGroup’s Industry Traction of Strategic Service Management], December 2005 </ref> |
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*Increased revenue through the servicing of manufactured products that may be experiencing decreased sales |
*Increased revenue through the servicing of manufactured products that may be experiencing decreased sales |
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*More knowledgeable workers to prevent common mistakes |
*More knowledgeable workers to prevent common mistakes |
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Using strategic service management, [[Avaya]] reduced service parts inventory from $250 million to $160 million, [[Sun Microsystems]] saved $40 million in the first year, and [[Dell]] grew service revenues over 20% in one year.<ref>{{cite news|url=http://www.businessweek.com/stories/2005-07-31/yes-maam-that-part-is-in-stock|title=Yes Ma’am That Part Is In Stock|publisher=[[BusinessWeek]]|date=August 1, 2005}}</ref> |
Using strategic service management, [[Avaya]] reduced service parts inventory from $250 million to $160 million, [[Sun Microsystems]] saved $40 million in the first year, and [[Dell]] grew service revenues over 20% in one year.<ref>{{cite news|url=http://www.businessweek.com/stories/2005-07-31/yes-maam-that-part-is-in-stock|archive-url=https://web.archive.org/web/20140828155513/http://www.businessweek.com/stories/2005-07-31/yes-maam-that-part-is-in-stock|url-status=dead|archive-date=August 28, 2014|title=Yes Ma’am That Part Is In Stock|publisher=[[BusinessWeek]]|date=August 1, 2005}}</ref> |
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== See also == |
== See also == |
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* [[Field service management]] |
* [[Field service management]] |
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* [[Service parts pricing]] |
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* [[Spare parts management]] |
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* [[Workforce management]] |
* [[Workforce management]] |
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== References == |
== References == |
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{{Reflist}} |
{{Reflist}} |
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[[Category:Technology]] |
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[[Category: |
[[Category:Strategic management]] |
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Latest revision as of 06:54, 3 April 2023
Strategic service management (SSM) is a business strategy that aims to optimize the post-sales service that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing. Benefits of strategic service management can include:[1]
- Increased revenue through the servicing of manufactured products that may be experiencing decreased sales
- Increased customer loyalty through improved post-sale service performance
- Heightened asset accountability and tracking
- Increased worker productivity
- More knowledgeable workers to prevent common mistakes
Using strategic service management, Avaya reduced service parts inventory from $250 million to $160 million, Sun Microsystems saved $40 million in the first year, and Dell grew service revenues over 20% in one year.[2]
See also
[edit]- Command center
- Field service management
- Service parts pricing
- Spare parts management
- Workforce management
References
[edit]- ^ AberdeenGroup's Industry Traction of Strategic Service Management, December 2005, archived 2 January 2010
- ^ "Yes Ma'am That Part Is In Stock". BusinessWeek. August 1, 2005. Archived from the original on August 28, 2014.