Comments
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@Steven Forth I have never used Roger Martin's specific process, but I did look it up and found some universal concepts that I support: 1) The winning aspirations, ie "The services provider of choice" on page 1 2) Where to play, ie the selection of breakthrough strategies on page 1 3) How to win, ie critical to know what…
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Steven - this is a very hot topic today. In addition to the blog post in Scott's post, we have two sessions dedicated to it at TSIA Interact. The first one is the Support Services Business Model on Tuesday, 10/20/20 from 10:00 am - 10:45 am PDT https://www.tsia.com/support-services-conference. While improving operational…
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@PATRICK COLLINS thank you for initiating this discussion and @Michael Smart thanks for your input. TSIA is going to formally launch a Rapid Research Response (R3) poll next week, but I wanted to make it available for the community now. The intent of the poll is to provide insights on the long term steps support…
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@Trae Shattuck On June 10, 2020, I conducted a webinar on The Future of Field Services: The Impact of COVID-19 which you can view on-demand. From the webinar, over 60% of respondents said they increased the use of virtual interactive presence tools, like mobile camera or augmented reality, to resolve break-fix incidents in…
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Eric, I think the best comparison here is to an "Advanced Exchange" program, which can be done one of two ways: 1) Send the customer a remanufactured instrument from inventory, and they send there instrument to the depot and you would remanufacture and place into inventory. 2) Send the customer an Return Material…
