Taking Service Performance to the Next Level
November 12, 2012
Sumair Dutta, Aberdeen Group’s Service Management Research Director, outlines the top 3 business drivers that best in class companies are focusing on to achieve the next level of service performance.
What we're really seeing in our research, what we're really seeing best-in-class companies focus on is talking about mobility as an initiative to drive productivity. We're also seeing a bigger focus on performance management. That's not just tied to actually capturing data and using analytics to look at data and dashboards, but it's actually a good process in place towards the capture of data, the storage and management of the data, and then the use of that data for each function of that business as well as the strategic level of business from a top line perspective. We definitely see performance management being one of the biggest drivers in the business or actions being taken by best-in-class.
The last one, I would say, is probably around what I call knowledge management or information management. It's ensuring better collaboration within the different service functions or within the call center and the field and parts, having those functions interact with information. It's also with service outside of the service organizations. It's taking the service business and connecting it with sales, marketing, more and more with design engineering and manufacturing.
We see a lot of that happening on the basis of information. It's the periodic and continued sharing of information, services talking to product design in terms of fixing quality, then talking back to service in terms of fixing service procedures and making that better. It's similar in terms of service and sales from a revenue perspective, service and marketing in terms of driving better visibility, and service and manufacturing in terms of driving better processes.
We really see from a field service or a service organization going out in mobility. From a back end we see a lot of information and performance management. That's really what best-in-class companies are focused on to drive that next level of service performance.