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>[http://wayback.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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*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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Revision as of 19:30, 10 March 2015
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
- Spare parts management
- Service Parts Pricing
- Field service management
- Workforce management
- Command center
References
- ^ 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.