Parts management today is a critical and integral component in the strategic service chain; getting the right part to the right place at the right time dramatically impacts a service organization's margins as well as its customer satisfaction metrics. An Aberdeen survey of 150 service firms conducted in June 2008 found that the top goal facing organizations is the need to improve customer satisfaction. To support that goal, almost 60% of leading companies are adopting strategic actions to create a totally integrated service workflow, from parts forecasting and planning through logistics and distribution. This report studies how leading firms are using technology and optimizing processes to better manage the flow of parts.
"This report, the first to cover the topic of parts management in such detail, provides a benchmark against which firms can measure themselves" states Jack McAvoy, Research Director, Aberdeen Group. Post-sales service organizations realize that success requires an effective balance of resources, both people and parts, which can be brought together in a cost-efficient manner to deliver service. Forecasting the right level of spare part requirements as well as engaging the systems necessary to manage the distribution of spare parts to service technicians or customers is a critical driver of service performance and operational excellence."
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