Once again, Aberdeen Group’s Service Management practice, in partnership with OnProcess Technology, is conducting a research survey to highlight the key trends in the area of Service Parts Management. This research project will explore the challenges and necessary capabilities needed in service parts planning, forecasting, and delivery. Aberdeen Group’s Aly Pinder, Jr. is leading this effort, and [...]
For so many companies, a significant percentage of all part or product returns ends up in the category “No Trouble Found”, or NTF. NTF is specifically characterized by a product which fails (or appears to fail) in the field, but when it is returned to the OEM for testing, it does not fail. In other [...]
Aberdeen Group’s Service Management team in partnership with OnProcess is conducting a research survey to analyze how Best-in-Class companies have been able to effectively blend their service parts inventory management, field delivery and logistics strategies to manage service costs while ensuring greater part fill rates and availability at the point of service. The research will look at how [...]
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http://experiencematters.wordpress.com/2010/05/24/survey-shows-strong-customer-experience-ambitions/ Interesting initial window into the customer experience assessments companies give themselves. One quick observation was the possible disconnect between leadership roles owning this process versus roadblocks to implementation. If you’re a senior manager with responsibility for CE, and yet you can’t make it the organization’s priority, what does that say?