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Strategic Service Management
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: *Increased revenue through the servicing of manufactured products that may be experiencing decreased sales *Increased customer loyalty through improved post-sale service performance *Heightened asset accountability and tracking *Increased worker productivity *More knowledgeable workers to prevent common mistakes 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. See also * Command center * Field service management * Service parts pricing * Spare parts management * Workforce management Workforce management (WFM) is an i ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Business Strategy
In the field of management, strategic management involves the formulation and implementation of the major goals and initiatives taken by an organization's managers on behalf of stakeholders, based on consideration of resources and an assessment of the internal and external environments in which the organization operates.qn, date=June 2018 Strategic management provides overall direction to an enterprise and involves specifying the organization's objectives, developing policies and plans to achieve those objectives, and then allocating resources to implement the plans. Academics and practicing managers have developed numerous models and frameworks to assist in strategic decision-making in the context of complex environments and competitive dynamics. Strategic management is not static in nature; the models can include a feedback loop to monitor execution and to inform the next round of planning. Michael Porter identifies three principles underlying strategy: * creating a " uni ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Loyalty
The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or surpassed. A typical example of this type of model is: quality of product or service leads to customer satisfaction, which leads to customer loyalty, which leads to profitability. The service quality model A model by Kaj Storbacka, Tore Strandvik, and Christian Grönroos (1994), the service quality model, is more detailed than the basic loyalty business model but arrives at the same conclusion. In it, customer satisfaction is first based on a recent experience of the product or service. This assessment depends on prior expectations of overall quality compared to the actual performance received. If the recent experience exceeds prior expectations, customer satisfaction is likely to be high. Customer satisfaction can also be high even with ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Avaya
Avaya Holdings Corp., often shortened to Avaya (), is an American multinational technology company headquartered in Durham, North Carolina, that provides cloud communications and workstream collaboration services. The company's platform includes unified communications (UCaaS), contact center other services. The company provides services to 220,000 customer locations in 190 countries. History In 1995, Lucent Technologies was spun off from AT&T, and Lucent subsequently spun off units of its own in an attempt to restructure its struggling operations. .html" ;"title="/sup>">/sup> Avaya was then spun off from Lucent as its own company in 2000 (Lucent merged with Alcatel SA in 2006, becoming Alcatel-Lucent, which was purchased in turn by Nokia in 2016). It remained a public company from 2000 to 2007. In October 2007, Avaya was acquired by two private-equity firms, TPG Capital and Silver Lake Partners, for $8.2 billion. On January 19, 2017, Avaya filed for Chapter 11 bankruptcy. ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Sun Microsystems
Sun Microsystems, Inc. (Sun for short) was an American technology 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 microprocessors. Sun contributed significantly to the evolution of several key computing technologies, among them Unix, RISC processors, thin client computing, and virtualized computing. Notable Sun acquisitions include Cray Business Systems Division, Storagetek, and ''Innotek GmbH'', creators of VirtualBox. Sun was founded on February 24, 1982. At its height, the Sun headquarters were in Santa Clara, California (part of Silicon Valley), on the former west campus of the Agnews Developmental Center. Sun products included computer servers and workstations built on its own RISC-based SPARC processor architecture, as well as on x86-based AMD Opteron and Intel Xeon processors. Sun also developed its own ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Dell
Dell is an American based technology company. It develops, sells, repairs, and supports computers and related products and services. Dell is owned by its parent company, Dell Technologies. Dell sells personal computers (PCs), servers, data storage devices, network switches, software, computer peripherals, HDTVs, cameras, printers, and electronics built by other manufacturers. The company is known for how it manages its supply chain and electronic commerce. This includes Dell selling directly to customers and delivering PCs that the customer wants. Dell was a pure hardware vendor until 2009 when it acquired Perot Systems. Dell then entered the market for IT services. The company has expanded storage and networking systems. It is now expanding from offering computers only to delivering a range of technology for enterprise customers. Dell is a publicly-traded company (), as well as a component of the NASDAQ-100 and S&P 500. It is the 3rd largest personal computer vendor as ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
BusinessWeek
''Bloomberg Businessweek'', previously known as ''BusinessWeek'', is an American weekly business magazine published fifty times a year. Since 2009, the magazine is owned by New York City-based Bloomberg L.P. The magazine debuted in New York City in September 1929. Bloomberg Businessweek business magazines are located in the Bloomberg Tower, 731 Lexington Avenue, Manhattan in New York City and market magazines are located in the Citigroup Center, 153 East 53rd Street between Lexington and Third Avenue, Manhattan in New York City. History ''Businessweek'' was first published based in New York City in September 1929, weeks before the stock market crash of 1929. The magazine provided information and opinions on what was happening in the business world at the time. Early sections of the magazine included marketing, labor, finance, management and Washington Outlook, which made ''Businessweek'' one of the first publications to cover national political issues that directly impacted the ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Command Center
A command center (often called a war room) is any place that is used to provide centralized command for some purpose. While frequently considered to be a military facility, these can be used in many other cases by governments or businesses. The term "war room" is also often used in politics to refer to teams of communications people who monitor and listen to the media and the public, respond to inquiries, and synthesize opinions to determine the best course of action. If all functions of a command center are located in a single room this is often referred to as a control room. However in business management teams, the term "war room" is still frequently used, especially when the team is focusing on the necessary strategy and tactics to accomplish some goal the business finds important. The war room in many cases is different than a command center because one may be formed to deal with a particular crisis such as sudden unfavorable media, and the war room is convened in order ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Service Parts Pricing
Service parts pricing refers to the aspect of ''service lifecycle management'' that deals with setting prices for Spare parts management, 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. The after-sales target market, market consists of service part and after-sales service. These areas often account for a low share in total sales, but for a relatively high share in total profits. ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
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