September, 2010
Industry News and Insights to Help Manufacturers Increase Workforce Optimization, Customer Satisfaction and Profitability.
Single Source Systems, Inc
9003 Technology Lane
Fishers, Indiana 46038
317-596-3000
CSO Summit Gold Sponsor
Will we see you in Boston in October? Take advantage of our Complimentary VIP Pass - a $1,895 value.
Read more about the Productivyt Tool highlights of the SyteLine v8.02 release.
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Complimentary Whitepaper
Download the most recent Single Source whitepaper: “KPIs beyond the C-Suite: Engaging Performance Management Tactics at the Customer-Facing Level." Learn how empowering font-line personnel to monitor and track role-specific performance data contributes to companywide success.”
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Tony Petrucciani, Founder and CEO
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Performance Management Systems Help Organizations Know Which Turn to Take
“Are we there yet?,” the official refrain of the summer road trip experience, is still ringing in my travel-weary ears. I am sure anyone else recently returned from their summer vacation understands the brain-numbing effect of this oldie-but-goody blues number that pint-size backseat passengers begin singing 20 minutes out of the driveway. Such excitement! The anticipation! The agony of endurance!
With no map, no itinerary and a limited view of the road ahead, a long drive can quickly become tortuous to someone who has been fixated on a single joy-filled destination for months. “How much longer?” loosely translates to “Is there any hope of reaching our destination before my brain explodes?”
Children en route to Grandma’s house or the beach are not the only ones with innnate, intense needs to be kept informed of the progress they are making toward their long-term destination goals and any possible delays or roadblocks, I theorize.
Managers of successful manufacturers are much the same; They have a strong need to know where they're going and where they are at any given moment. Their day is driven by a continuous need to know "how much further there is to go" and "where are we now?" in the effort to increase customer satisfaction, workforce optimization and company-wide profitability. Such insistance on real-time analytical data and the use of role-based Key Performance Indicators (KPIs) are just some of the tactics Best-in-Class organizations today are employing as they intensify efforts to stay on their planned course for growth.
In this issue of INSIDE SOURCE, you'll see that performance management is an important current topic. Not only will a well planned and executed system increase profitabililty, but it will also help you maintain a competitive edge. Be sure to download the recently released Single Source whitepaper on the topic of KPIs being used at a customer-facing level. You can also download a case study on Komax USA, and their successful uses of KPIs for cost savings.
I hope you find the insights helpful!
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Announcing Release of SyteLine Productivity Tools for Infor ERP SyteLine 8.02
Single Source productivity tools extend the value of Infor ERP SyteLine, providing efficiency-enhancing solutions to match a company’s unique needs. Single Source Productivity Tools for SyteLine ERP v8.02 include several enhancements designed to improve the user experience, streamline workflow and increase flexibility. Click here to download the highlights
Data Sheet.
Highlights include:
SM-PLUS MOBILE: Hand-held devices are more flexible!
Update appointment status
Update SROs and units
Grid Updates: Sort by column
SM-PLUS WEB: Added capabilities!
Update incidents
View events and reasons/resolutions
CREDIT CARD: Transaction time is reduced!
DATE FORMAT: You control it!
CONTRACT COVERAGE: More ways to track SLAs!
EXPORT to EXCEL: Match column sequence!
FIELD SERVICE-PLUS:
Dynamic grid splitter for multi-view forms
User defined dates
Track due dates for contracts
GRID FORMATS: Easily hide or reorder grid columns!
COSTING BY WAREHOUSE: Differentiate warehouses
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Adv. Plant Maintenance
Credit Card Integration
Field Service-Plus
- Web
- Mobile
FASview/FASmail
Instant Order
Fulfillment
Outside Process
Management
Point of Sale
Request for Quote
Return Material Authorization
Tax Interface
WorkBench Suite
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download the most recent Single Source White Paper,
KPIs Beyond the C-Suite:
Engaging Performance Management Tactics
at the Customer-Facing Level
• Best-in-Class companies are more than twice as likely as Laggards to report having what would be deemed an “information culture” that places a high priority on collection, assembly and delivery of actionable business insight.
• Best-in-Class companies are more than twice as likely as all others to have training programs in place to educate end users on use of KPIs.
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Creating a KPI Culture
Preemptive problem solving is an attitude, not a task.
Monitoring high level performance indicators was at one time reserved for senior management sequestered behind the protective barrier of oak paneled doors.
Only the all-knowing CEOs, CFOs and COOs saw the numbers, understood the numbers and could control the future of the company and the fate of personnel based on those numbers. Today, companies striving to maximize performance and productivity often share access to critical performance data with multiple levels of personnel, including contact center representatives, inventory managers and service managers.
The result is a team that understands analytics is a priority for the company as a whole. Monitoring critical numbers and KPIs becomes internalized, a part of every-day interaction with colleagues and an understood component of performance evaluation and compensation.
Role-based KPI tracking can be seen as a welcomed tool, rather than an imposed must-meet dictate. The tools give real-time feedback on personal or departmental productivity. Relevant critical numbers and performance status can be monitored with vested interest. Rather than vague dictates from the corner office to IMPROVE, goals can be expressed in concrete numbers which can be monitored continually---and, most importantly---monitored by the people who have the most potential to take hands-on preemptive actions. When the company faces the customer on the ground floor, it only makes sense that performance analytics begin on the ground floor.
Giving personnel access to ad hoc reporting tools also conveys an expectation that they use them--and the responsibility of using them wisely. A trust factor is implied. It also enables personnel to act independently, thoroughly researching cause-and-effect data and making fact-based decisions. There is no longer an excuse for guessing at historical data, relying on memory, or rounding-off statistics to surface-level generalities. When multi-level drill down details are available, details are expected to be utilized. Accuracy, company-wide, improves.
For most companies today, every opportunity for increasing profits--no matter how seemingly slight--is essential. This message comes through loud and clear when personnel are trained to analyze multiple layers of data, sort it by multiple conditions and determine critical factors which can be monitored continuously--not just weekly, daily or even hourly.
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Single Source Sponsors Aberdeen Group's Chief Service Officer (CSO) Summit
Join us in Boston, October 7-8.
Single Source has announced it is a Gold Sponsor of Aberdeen Group’s prestigious Chief Service Officer (CSO) Summit to be held October 7-8 at the Seaport Hotel and World Trade Center in Boston, MA.
Under the theme of “The Fully Connected Service Enterprise,” the Summit will present CSOs with a blue-print to create a tightly knit system that links the service business and other core areas, such as sales, marketing, manufacturing, design, human resources and vendor/supplier partners.
Single Source Customer, Stephen Wells, Service Director at Terumo Cardiovascular Systems, will be speaking on the topic of “Small and Mid-Sized Service Businesses: The Challenges and Opportunities of Competing in Today’s Service Environment.” Wells has worked with the Terumo since 1976 and was highly involved in company’s 2008 implementation of SM-Plus Enterprise to manage its extensive service operation.
As a Gold Sponsor of the CSO Summit, Single Source Systems is able to extend special invitations to decision makers at successful service organizations to be our VIP guests. Learn more.
Register Now!
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The annual CSO Summit gives top managers the opportunity to:
Collaborate with industry leaders.
Collect actionable recommendations from Best-in-Class enterprises.
Network with peers and counterparts
Receive valuable research findings.
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Field Service-Plus and SM-Plus Mobile for SyteLine helped Komax achieve dramatic savings.
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Komax SyteLine KPI Success Story
On the Single Source website (
www.singlesrc.com/Infor) you can find several case studies of successful customers utilizing FS-Plus for SyteLine to increase profitabililty of their manufacturing organization. One success story about Komax, a global leader in crimp-to-crimp machines for the wire-processing market . Komax offers products and services ranging from wire cutting and stripping machines, to systems which fully automate manufacturing of complete wire harnesses. The company is also a leading supplier of machines supporting the photovoltaic and medical/healthcare segments.
At Komax, customer satisfaction has always been a critical component of the overall sales and service cycle. Service is believed to be key to driving future equipment sales -- sometimes many years after the original sale. As such, Komax management believes that each service experience can be a principle driver for the customer’s next purchase. These factors were ultimately used by Komax to form the basis for the implementation of its companywide, state-of-the-art, KPI program.
By deploying its own KQI metrics measuring system, with the assistance of SM-Plus, the Komax organization has been able to:
•Increase their stocked part percentage by 10% improving
repair rates
•Increase billing by $150,000 per year by tracking unbilled service orders
•Improve timeliness of billing service visits
• Reduce unclaimed warranty returns from vendors by
$160,000 in one year
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