Field Service Management An Integrated Approach to Increasing Customer Satisfaction

Field service organizations can achieve performance breakthroughs in both customer satisfaction and productivity by better managing the interfaces with other business functions, such as sales, manufacturing, logistics, and engineering. Field Service Management reveals integrated approaches for ensuring that every process is working to efficiently deliver quality field service. Using smooth-flowing chapters, vivid examples, and detailed case studies of field service leaders, Arthur V. Hill presents a clear picture of the strategies for developing an integrated, proactive field service organization that can thrive in today's dynamic business environment. The book's detailed case studies illustrate efficient, well-managed field service organizations and provide a business strategy for managing technicians, dispatchers, service parts, service quality, performance measurement, and information systems. This informative, timely guide will help you formulate methods to manage service parts inventories including central warehouse inventories, repairable parts, and car-stock inventories, control customer response time expectations and service delivery performance to achieve uniformly high customer satisfaction, and select appropriate automation and operate advanced technologies including communication systems and expert diagnostic systems. Responsive, consistent and effective field service is needed to support even the best products, and only organizations driven by quality service will attract new and loyal customers in the current competitive marketplace. Field Service Management guides you through the specific steps to achieve this mission and manage the service business for frontline impact, continuous customer satisfaction, and peak productivity - all for maximum profitability.Hill, Arthur V. is the author of 'Field Service Management An Integrated Approach to Increasing Customer Satisfaction' with ISBN 9781556235474 and ISBN 155623547X.