Redefining Service Delivery for Efficiency        

Introduction

The quest for efficiency in service organizations of manufacturers is evolving, transcending mere technological upgrades to encompass enhancements in processes, skills, and overall operational capabilities. While technology plays a pivotal role, the next efficiency level lies in harmonizing technology with human expertise and optimized processes. 

The Challenge: Significantly Improving Efficiency While Preserving Appeal for Employees and Customers 

Manufacturers face the dual challenge of integrating cutting-edge technologies like IoT, AI, and AR/VR while fostering workforce growth and refining service processes. The goal is to ensure that technological advancements elevate the entire service delivery ecosystem, enhancing efficiency and the quality of customer interactions.

The Opportunity: A Balanced Approach to Service Innovation The opportunity lies in developing a holistic strategy that leverages technology to augment human capabilities and streamline processes. By doing so, manufacturers can achieve a level of service efficiency that is both sustainable and scalable, ultimately leading to improved customer satisfaction and loyalty. 

ls, enhancing our service portfolios, and ensuring that every interaction reflects our dedication to building trusted partnerships. 

Join us at our upcoming Service Roundtable, where we will explore three key themes: 

• Reimagining Field Service Excellence
• Streamlining efficiency of in-house operations
• Innovating Maintenance and Redesigning for Serviceability

Kick-Off meeting

July 2

Key topics:

Reimagining Field Service Excellence: 

• Predictive Solutions and Efficiency: Utilizing predictive analytics and AI for proactive service interventions and maintenance and remote diagnostics to minimize on-site visits and enhance field service precision. 
• Empowering Field Teams: Providing real-time remote support and comprehensive knowledge resources to on-site teams, using AR/VR for expert guidance and optimizing travel schedules to improve service speed and effectiveness. 
• Streamlining Operations: Automating administrative tasks and developing systems to reduce paperwork, allowing engineers to concentrate on technical service delivery and value-added activities. 

Streamlining efficiency of in-house operations 

• Automation in Diagnostics and Planning: Streamlining diagnostics, work preparation, and planning through automation for better resource allocation and scheduling efficiency. 
• Data-Driven Efficiency: Using data analytics to enhance decision-making in dispatching, resource management, and scheduling, boosting back office operations. 
• Streamlined Work Administration: Simplifying the management of completed tasks, from financials to operational insights, for a seamless transition from service delivery to billing. 

Innovating Maintenance and Redesigning for Serviceability: 

• Advanced Maintenance Engineering: Adopting next-generation maintenance engineering practices that leverage technology to reduce maintenance tasks' frequency, complexity and service costs. 
• Product Design for Enhanced Serviceability: Rethinking product design to prioritize serviceability, making products more accessible to maintain and repair, enhancing service efficiency and reducing downtime. 

 

Our presentations at the beginning of every Kick-Off meeting are accessible to everyone.

The peer discussions after these presentations are for (free) members only.

• Become a (free) member now to join the full Kick-Off meetings.
• Or try one full session first - reserve your seat above).

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View the recording, slides and meeting notes

Only (free) members have access to recordings of Kick-Off meetings:

• With a Free Roundtable membership, you will have access to the recording of the Kick-Off meetings you attended.
• With a Flex Access Roundtable membership, you will have access to the recordings, slides and meeting notes of all kick-off meetings, as well as those you were not able to attend.

Ask-Us-Anything meeting

July 9

During this meeting, we discussed some of the questions that have been submitted by participants beforehand, like:

• Standardisation and Simplification of processes

Only All Access Roundtable Members can join the extended Roundtable meetings, like the Ask-Us-Anything and Deep-Dive meetings. 

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View the recording, slides and meeting notes

Only All Access Roundtable Members have access to recordings, slide decks and meeting notes of Ask-Us-Anything meetings.

Deep-Dive meeting

July 16

During this meeting, we made a Deep-Dive on one sub-topic chosen by the participants beforehand.

For the first 30 minutes, we will present best practices and insights, after which we will continue with a 30-minute peer discussion.

We covered:

• Service and operating models for efficiency

Only All Access Roundtable Members can join the extended Roundtable meetings, like the Ask-Us-Anything and Deep-Dive meetings. 

I am already (free) member - this website does not recognise me

View the recording, slides and meeting notes

Only All Access Roundtable Members have access to recordings, slide decks and meeting notes of Ask-Us-Anything meetings.

Ask-Us-Anything meeting

July 23

During this meeting, we discussed some of the questions that have been submitted by participants beforehand:

• AI's specific realities related to efficiency while acknowledging other efficiency drivers beyond AI

Only All Access Roundtable Members can join the extended Roundtable meetings, like the Ask-Us-Anything and Deep-Dive meetings. 

I am already (free) member - this website does not recognise me

View the recording, slides and meeting notes

Only All Access Roundtable Members have access to recordings, slide decks and meeting notes of Ask-Us-Anything meetings.

Overview of meetings in each monthly Roundtable

Every month, we start a new Roundtable with another theme.

For each monthly Roundtable, we will host 4 online meetings of 1 hour each:

1. A Kick-Off meeting on the first Monday of the Month.
   We present best practices and practical frameworks, after which we have a peer discussion.
2. A first Ask-Us-Anything meeting on the second Monday of the month.
   We will discuss a few of the questions that were submitted by participants beforehand.
3. A Deep-Dive meeting on the third Monday of the month.
   We present a deep-dive on the 1-2 topics participants chose, after which we have a peer discussion.
4. A second Ask-Us-Anything meeting on the fourth Monday of the month.
   To close the topic, we will discuss a few of the questions that were submitted by participants beforehand.

We run each meeting in two sessions to allow participants from most time zones to participate.

The Kick-Off meetings are for all (free) members.

The other three meetings are only for All Access members.

Check out the differences between the different Roundtable memberships here.

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