Strategic service management (SSM) is a
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 assessmen ...
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
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 includ ...
reduced service parts inventory from $250 million to $160 million,
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 ...
saved $40 million in the first year, and
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 ...
grew service revenues over 20% in one year.
See also
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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 ...
*
Field service management
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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 scientifi ...
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Spare parts management
Service parts management is the main component of a complete strategic service management process that companies use to ensure that right spare part and resources are at the right place (where the broken part is) at the right time.
Spare parts, ...
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Workforce management 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 ...
References
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Strategic management