Feature Story: The Case for Cost
Containment: Making Real World Choices, by William
Pollock, President of Strategies for Growth
Optimizing Warranty and Repair Functionality
in Astea Alliance, by Ian Mapp, Astea
Supply Chain Strategies to Increase
Corporate Profitability,
an MCA executive white paper
The Ultimate Engineer's Tool:
Ensuring the Right Fix, Every Time, by Stephen
Wilshaw, Infomill
Astea Customer Exchange
It's back! The ACE 2004 Conference will be held
this year on October 17-19 in Boston, Massachusetts. Keep
an eye out for more detailed information via email in the
upcoming weeks. For more information or to Register, click
here.
The Astea Customer Exchange (ACE) website has
really bulked up since its launch at the ACE 2003 Conference
last November. If you have yet to register for the site, do
so today at www.ace-astea.com/home
Become an Astea Thought Leadership Customer!
For more information on how to become an Astea TLC, contact
Beth Steinberg, Marketing Specialist at (215) 682-2214 or
bsteinberg@astea.com
The events of 9/11 and the recent poor economy are too easily
blamed for the rush toward cost containment. The services
industry was headed in this direction even before these events
and there are several explanations for why it occurred. Read
the full article by Bill Pollock, president of Strategies
for Growth, and find out more.
Full
Story...
All service organizations that maintain equipment invest
money is 'spares' which represent a very significant part
of their costs. There is an ongoing need to balance the availability
of parts - which impacts first time fix rates - and the financial
consequences of maintaining to much inventory. Find out how
Astea's warranty and repair functionality can help improve
your service management program.
Full
Story...
Corporate executives are turning to their service business
to increase corporate profitability, retain customers, and
establish competitive differentiation. A recent study by AMR
found that while after-sales service on average represents
24% of revenue, it generates an astonishing 45% of profit.
Despite its relative importance, the service side of the business
remains under invested – the AMR study shows that only
20% of IT spend is allocated to service.
This paper, written by Dr. Morris Cohen, the Matsushita professor
of manufacturing and logistics at the Wharton School of the
University of Pennsylvania, describes the dramatic value proposition
available to companies that deploy advanced service strategies
and decision support tools to address the unique challenges
of the service supply chain. Brief case studies from leading
service organizations including Cisco, Tellabs, and KLA-Tencor
highlight examples of successful deployments of service strategies
that leverage this approach.
Full
Story...
The Ultimate Engineer’s Tool: Ensuring the right
fix, every time
In an industry where up to 30% of all replacement parts
are incorrectly ordered by service engineers and an average
of 10% of service visits do not rectify equipment breaks,
repeat visits leading to unnecessary costs and dissatisfied
customers have become the norm. In today's instant society,
customers are looking for equipment to be fixed quickly on
the first service call and if replacement parts are required
to be ordered, they expect them to be correct when the engineer
returns.
Full
Story...
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