Discussion and Case Examples Given on Applied Mathematical Tools in Service Logistics Presentations Available for On Demand Viewing Amsterdam, December 3, 2012 On December 3, 25 graduate students In ‘business analytics’ received a guest lecture by staff of OnProcess Technology, Inc. Dan Gettens, Chief Research Officer, and Bart van der Horst, Director EMEA gave [...]
Video: NECTA Business Opportunities Panel
October 15, 2012 By 1 Comment
We’re pleased to be able to offer a streaming video of the past NECTA Conference’s Business Opportunities Panel, as broadcast live at the event and hosted by our own Chief Research Officer, Dan Gettens. The panel featured insights from several fascinating participants: Christian Meyer of GSN Dennis Matthew of Comcast Adam Mayer of Time [...]
Webinar: The Digital Home – August 28
August 21, 2012 By 1 Comment
As part of the Digital Home Summit in September, there will be a Webinar to discuss issues related to the Digital Home on August 28th, at 2:00 PM EDT. Please join OnProcess Technology’s Chief Research Officer, Dan Gettens, and a top-flight panel for this Webinar from Telecompetitor. Consumers are increasingly turning to a range of [...]
What Gets Measured: “OnResults” and “OnProcess” in Service Supply Chain Optimization
June 11, 2012 By 1 Comment
by Dan Gettens, Chief Research Officer, OnProcess Technology, Inc. [Our Chief Research Officer, Dan Gettens, has written another in his ongoing “What Gets Measured” series of blog posts. The first one was extremely popular and had high pass-along value, as was the second, so we suspect you will find this one to be as well. –sk] In the race [...]
Stuck at Good? One Factor Stands Out in Driving Service Supply Chain Optimization
May 1, 2012 By Leave a Comment
By Dan Gettens, Chief Research Officer, OnProcess Technology For some companies, optimizing the Service Supply Chain is becoming more important. This is not surprising. The Service Supply Chain is wide in scope — the people, processes and technology for servicing the end customer after the sale. Components may include customer care, technicians, systems, knowledge-bases, parts inventory, carriers, [...]
Implementing an Industrial-Strength Process for Managing Advanced-Exchange / Asset Retrieval
April 9, 2012 By Leave a Comment
by Dan Gettens, Chief Research Officer, OnProcess Technology Part II – What’s achievable? Let’s consider what is realistic and achievable with an improved advanced exchange process. Based on our primary research, here are some findings. What’s important to the customer during advanced exchange? What outcomes are achievable by an OEM, supplier or service provider? Being [...]
Implementing an Industrial-Strength Process for Managing Advanced-Exchange / Asset Retrieval
April 4, 2012 By Leave a Comment
by Dan Gettens, Chief Research Officer, OnProcess Technology Part I: The Challenge Reverse logistics (RL) / asset retrieval is frequently described as both “challenging” and “complex.” RL may be many times more complex than forward logistics. A company can achieve outstanding results in reaching forward logistics target goals and lowering their days of [...]
“What Gets Measured”: Control Group Methodology
March 31, 2011 By Leave a Comment
Why OnProcess Uses Control Groups Editor’s Introduction: Our sales team is frequently asked why we adhere to a rigorous application of control group methodology in gauging the performance of our various programs in both Asset Retrieval and Customer Experience. The questions tend to fall into a few main categories: What’s a control group? If your [...]
What Gets Measured…Lessons from Reverse Logistics
October 20, 2010 By 2 Comments
How do you measure success in reverse logistics / product returns? For example, the advanced exchange of computers and PCs under warranty. Returns of cable boxes. Returns of PDAs. Returns of medical devices. Returns that account for 1/2% to 5% of sales, or more for some product lines. Consider the following scenario: Sales for a [...]
