Strategic service management

Last updated

Strategic service management (SSM) is a business strategy that aims to optimize the post-sales service that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing. Benefits of strategic service management can include: [1]

Using strategic service management, Avaya reduced service parts inventory from $250 million to $160 million, Sun Microsystems saved $40 million in the first year, and Dell grew service revenues over 20% in one year. [2]

Avaya American IT company

Avaya is an American multinational technology company headquartered in Santa Clara, California, that specializes in business communications, specifically unified communications (UC), contact center (CC), and services. Serving organizations at 220,000 customer locations worldwide,[6] Avaya is the largest pure-play UC and CC company, ranking No. 1 in CC and No. 2 in UC and collaboration. The company had FY17 revenues of $3.3 billion, 78% of which was attributed to software and services.

Sun Microsystems defunct computer hardware and software company which was based in Santa Clara

Sun Microsystems, Inc. was an American company that sold computers, computer components, software, and information technology services and created the Java programming language, the Solaris operating system, ZFS, the Network File System (NFS), and SPARC. Sun contributed significantly to the evolution of several key computing technologies, among them Unix, RISC processors, thin client computing, and virtualized computing. Sun was founded on February 24, 1982. At its height, the Sun headquarters were in Santa Clara, California, on the former west campus of the Agnews Developmental Center.

Dell American multinational computer technology company (844) 881-6626

Dell is an American multinational computer technology company based in Round Rock, Texas, United States, that develops, sells, repairs, and supports computers and related products and services. Named after its founder, Michael Dell, the company is one of the largest technological corporations in the world, employing more than 103,300 people in the U.S. and around the world.

See also

Command center place used to provide centralized command

A command center or command centre is any place that is used to provide centralized command for some purpose.

Field service management (FSM) refers to the management of a company's resources employed at or en route to the property of clients, rather than on company property. Examples include locating vehicles, managing worker activity, scheduling and dispatching work, ensuring driver safety, and integrating the management of such activities with inventory, billing, accounting and other back-office systems. FSM most commonly refers to companies who need to manage installation, service or repairs of systems or equipment. It can also refer to software and cloud-based platforms that aid in field service management.

Service parts pricing

Service parts pricing refers to the aspect of service lifecycle management that deals with setting prices for service parts in the after-sales market. Like other streams of pricing, service parts pricing is a scientific pursuit aimed at aligning service part prices internally to be logical and consistent, and at the same time aligning them externally with the market. This is done with the overarching aim of extracting the maximum possible price from service parts and thus maximize the profit margins. Pricing analysts have to be cognizant of possible repercussions of pricing their parts too high or too low in the after-sales market; they constantly have to strive to get the prices just right towards achieving maximum margins and maximum possible volumes.

Related Research Articles

Unisys Corporation is an American global information technology company based in Blue Bell, Pennsylvania, that provides a portfolio of IT services, software, and technology. It is the legacy proprietor of the Burroughs and UNIVAC line of computers, formed when the former bought the latter.

Marketing management is the process of developing strategies and planning for product or services, advertising, promotions, sales to reach desired customer segment.

A freelancer or freelance worker, is a term commonly used for a person who is self-employed and is not necessarily committed to a particular employer long-term. Freelance workers are sometimes represented by a company or a temporary agency that resells freelance labor to clients; others work independently or use professional associations or websites to get work.

Service management in the manufacturing context, is integrated into supply chain management as the intersection between the actual sales and the customer point of view. The aim of high performance service management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain. Most service-intensive supply chains require larger inventories and tighter integration with field service and third parties. They also must accommodate inconsistent and uncertain demand by establishing more advanced information and product flows. Moreover, all processes must be coordinated across numerous service locations with large numbers of parts and multiple levels in the supply chain.

Yield management is a variable pricing strategy, based on understanding, anticipating and influencing consumer behavior in order to maximize revenue or profits from a fixed, time-limited resource. As a specific, inventory-focused branch of revenue management, yield management involves strategic control of inventory to sell the right product to the right customer at the right time for the right price. This process can result in price discrimination, in which customers consuming identical goods or services are charged different prices. Yield management is a large revenue generator for several major industries; Robert Crandall, former Chairman and CEO of American Airlines, gave yield management its name and has called it "the single most important technical development in transportation management since we entered deregulation."

Maruti Suzuki India Limited, formerly known as Maruti Udyog Limited, is an automobile manufacturer in India. It is a 56.21% owned subsidiary of the Japanese car and motorcycle manufacturer Suzuki Motor Corporation. As of July 2018, it had a market share of 53% of the Indian passenger car market. Maruti Suzuki manufactures and sells popular cars such as the Ciaz, Ertiga, Wagon R, Alto K10, Swift, Celerio, Swift Dzire, Baleno and Baleno RS, Omni, Alto 800, Eeco, Ignis, S-Cross. The company is headquartered at New Delhi. In May 2015, the company produced its fifteen millionth vehicle in India, a Swift Dzire.

Tax revenue income gained by governments through taxation

Tax revenue is the income that is gained by governments through taxation. Taxation is the primary source of income for a state. Revenue may be extracted from sources such as individuals, public enterprises, trade, royalties on natural resources and/or foreign aid. An inefficient collection of taxes is greater in countries characterized by poverty, a large agricultural sector and large amounts of foreign aid.

Smart Telecom

Smart Telecom (AIM:SMR) was an Irish telecom operator that started as a phone card seller. It was also the third largest provider of cost-sensitive telecom services sector in Ireland, behind the incumbent operators eir and BT Ireland. It had an estimated 50,000 land-line customers and 18,000 broadband subscribers. Smart operated several services:

Verifone is an American multinational corporation headquartered in San Jose, California, that provides technology for electronic payment transactions and value-added services at the point-of-sale. Verifone sells merchant-operated, consumer-facing and self-service payment systems to the financial, retail, hospitality, petroleum, government and healthcare industries. The company's system solutions consist of POS electronic payment devices that run its own operating systems, security and encryption software, and certified payment software, and that are designed for both consumer-facing and unattended environments.

General Binding Corporation is an American office supplies manufacturer which makes equipment and supplies for binding, lamination, and other presentation products. The company is part of ACCO Brands. Its headquarters are in Lake Zurich, Illinois. ACCO's brands include GBC, Quartet, Swingline, AT-A-GLANCE, Day-Timer, Mead, FiveStar and many others.

Workforce management (WFM) is an institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.

DHL Supply Chain is a division of Deutsche Post DHL and is affiliated with DHL Express. Headquartered in Bonn, Deutsche Post has 510,000 employees. In the Supply Chain business, DHL provides contract logistics solutions along the entire supply chain for customers from a wide variety of sectors.

Russell Brands

Russell Brands, LLC was an American corporation that manufactured sports equipment, marketing its products under many brands and subsidiaries, such as Russell Athletic and Spalding. Formerly a publicly traded company, Russell Brands was acquired by Fruit of the Loom, a subsidiary of Berkshire Hathaway, in 2006.

Revenue management is the application of disciplined analytics that predict consumer behaviour at the micro-market levels and optimize product availability and price to maximize revenue growth. The primary aim of revenue management is selling the right product to the right customer at the right time for the right price and with the right pack. The essence of this discipline is in understanding customers' perception of product value and accurately aligning product prices, placement and availability with each customer segment.

The following outline is provided as an overview of and topical guide to marketing:

The economy of the Northern Mariana Islands benefits substantially from financial assistance from the United States and tourism. The rate of funding has declined as locally generated government revenues have grown. An agreement for the years 1986 to 1992 entitled the islands to $228 million for capital development, government operations, and special programs. Since 1992, funding has been extended one year at a time. The Commonwealth received funding of $11 million for infrastructure, for FY96/97 through FY02/03, with an equal local match.

Staff management is the management of subordinates in an organization. Often, large organizations have many of these functions performed by a specialist department, such as personnel or human resources, but all line managers are still required to supervise and administer the activities, and ensure the well-being, of the staff that report to them.

The Oklahoma State Budget for Fiscal Year 2006, was a spending request by Governor Brad Henry to fund government operations for July 1, 2005–June 30, 2006. Governor Henry and legislative leader approved the budget in May 2005.

References