Service-Management

Service management is a method for optimizing services and provides a range within the supply chain management ( supply chain management) the interface between the sale of a product and the customer dar.

Objectives

Objective of service management is to supply chains ( supply chains ) with a strong focus on services that are typically more complex than so-called Finished -Goods (finished goods) to optimize. Often need to services focused supply chains larger bearings and a stronger involvement of the field staff and other ( foreign) service. Moreover, it is here necessary to compensate for uncertain and fluctuating demands through a mature information technology and coordinated product streams. Furthermore, the aim of the service management to coordinate all service processes across diverse locations with a large number of product parts and multiple levels of the supply chain and to optimize. The latter is done through increasingly sophisticated Enterprise Resource Planning ( ERP) software, with the help of which automates the entire business process chain is processed on an electronic platform.

Typically, make services available after the sale of a product, less than 20 percent of sales. With the most innovative companies in the service area, this value but often amounts to more than 50 % of the profit. The basic requirement to be efficient customer management and customer loyalty. Because customers buy especially if they are satisfied with the additional benefits. This is for example the case when a high degree of accessibility is assured the parts you need quickly, or help is quickly on the spot. Service Management as also includes aspects of customer value management and the planning and design of the offered service benefits. For service management therefore includes the operational planning of the service personnel. This can be a hotline, which is staffed around the clock, but also to field staff who carry out repairs or maintenance on site.

Development

Traditionally viewed as a "necessary evil", is an innovative service management becoming an increasingly integral part of the strategies of large companies. To ensure growth and customer loyalty in a competitive market, leading companies realize more and more the urge to improve their service area, as well as, for example, the spare parts management.

Since the increasing improvement of the technical possibilities on the basis of more powerful mobile networks and devices ( laptops, smartphones and PDAs) are here since about the 2000 so-called " mobile service " or " mobile service " becoming an issue in which the complete customer service flow is digitally controlled by the customer call through to on-site use of the service technician.

Benefits

There are several reasons for companies to establish or improve service management:

  • Transparency win over the handling of the external business processes
  • Cost savings through the integration of service and product logistics
  • Reduction in storage costs by reducing the inventory of spare parts
  • Optimization of the quality of customer service
  • Increase in sales, which is achieved by Customer Service
  • Prevent the obsolescence of spare parts due to improved predictability of the parts requirement.

Subregions

Service management can be divided into six different sections, the company should consider:

  • Service Strategy and Service Specials Definition of strategy in the service area
  • Definition and positioning of service offerings
  • " Go-to- Market " strategy
  • Portfolio Management for the service area
  • Spare Parts Logistics warehouse Management
  • Demand Management
  • Returns, repairs and warranty management Logistics for returns
  • Recycling
  • Field (Field force effectiveness ) Qualification of technicians
  • E -Learning
  • Planning activities
  • Mobile Customer Service
  • Customer Management Orders and Availability
  • Technical Documentation
  • Invoicing
  • Management of fixed assets, job scheduling, event management remote monitoring
  • Diagnosis, Testing
  • Optimization of fixed assets

IT Service Management

Very comprehensive and independent service management should be considered in information technology. Extensive catalogs such as the IT Infrastructure Library have been accepted worldwide as a de facto standard for IT service management, and describe in detail the life cycle and virtually all aspects of an IT service.

IT-Service-Management
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