MAY, 2011
News and best-practice insights for service-centric manufacturers and organizations.
COMPLIMENTARY WHITEPAPERS
"Field Mobility 2011" Buyer's Resource Guide from Integrated Solutions Magazine--a comprehensive guide for anyone considering mobile solutions for their organization.
"Field Service 2011-Trends in Workforce Management"
Best-in-Class Chief Service Officers (CSOs) are beginning to invest in tools and processes around planning and employee management that allow the field work to be more effective in the delivery of service. This study reflects the best practices employed by over 300 field service companies surveyed.
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Three Service Industry Pros Unlock the Secrets Behind Best Practices in Performance Management
Thurs, May 19, 11 am-12 pm EDT
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Webcast Tomorrow! Still Time to Register! Learn KPI Strategies for Improving Profitability and Customer Satisfaction
Don't miss this last chance to register for tomorrow's webcast on performance management strategies.
Tracking performance data helped respondents to a recent Aberdeen survey boost customer satisfaction by 11% and service profitability by 10%. Learn how you can achieve similar results as three highly respected experts share how-to advice on:
• Building the technology infrastructure
• Choosing which KPIs to monitor and frequency
• Using data to improve responsiveness
The speakers:
• Sumair Dutta, Aberdeen Group Analyst and author of the benchmark report Service Intelligence and Performance Management, will present highlights of survey results and significance of trends. Attend and get a complimentary copy of the report (a $399 value).
• Dan Hartman, CIO, CMS Mechanical, largest privately owned commercial HVAC service company, will share case study examples of KPIs and how they help CMS service over 66,000 sites with 250 field technicians.
• Tony Petrucciani, CEO of Single Source Systems and author of just released Metrics Maneuvers -- A Strategic Approach to Tracking and Analyzing Key Performance Indicators, will present steps to building the KPI-tracking infrastructure. Download the complimentary 76-page E-Book NOW at www.singlesrc.com.
Register today. Attendees will receive a complimentary copy of the Aberdeen Benchmark Report Service Intelligence and Performance Management.
Attendees will receive a complimentary Aberdeen Benchmark Report:
Service Intelligence and Performance Management ($399 value)
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Would You like to Learn the Best-in-Class Secrets around Mobile Field Service?
The Aberdeen Group, in partnership with Single Source Systems, is conducting a
survey to understand key trends and best practices in the use of mobile tools in field service to drive productivity, profitability, and customer satisfaction. The results of the survey, driven by your participation, will help determine the Best-in-Class procedures in the selection, deployment, adoption and use of mobile tools and information for workforce management, work order management and knowledge management in the field.
By participating in this survey you will be able to see how your experiences in field service mobility compare with those of your peers while enabling you to benchmark your performance. The final results will provide a guide to achieving Best-in-Class results.
Your participation plays a pivotal role in final research development, and we encourage you to spend 15-20 minutes to
take this survey. Individual responses will be kept strictly confidential and data will only be used in aggregate. In appreciation of your time and participation, Aberdeen will forward a complimentary copy of the final Field Service 2011: Trends in Mobile Empowerment report (a $399 value) when it publishes in early July 2011.
Single Source Systems, Inc. Releases New E-Book on Performance Management Strategies
Single Source Systems' CEO, Tony Petrucciani, has just published a new book on Service Performance Management. The 76-page E-book, Metric Maneuvers: A Strategic Approach to Tracking and Analyzing Key Performance Indicators for Service–Centric Organizations, provides insights on the best practices in performance management.
Available through the Single Source website, www.singlesrc.com, Metrics Maneuvers, discusses the topic of using Key Performance Indicators (KPIs) to improve the customer experience, optimize the use of resources and increase revenue. It stresses the use of a strategic battle plan in order to overcome the current obstacles to growth that so many service-centric companies face.
“Although today’s economic landscape is challenging, the alert company can outmaneuver its competition by strategic uses of people, processes and technology. Deploying a strong performance management system is an essential tactic. Metrics help the company move forward, enabling bold assertive steps toward market leadership,” the author explains in the introduction.
The book focuses on gathering and analyzing performance data in order to take corrective measures and be preemptive in meeting the needs of customers. In addition to research data and how-to advice, the book provides a thorough and practical guide that service-centric organizations can use to create a new performance management system or enhance an existing one.
Highlights of Metrics Maneuvers:
• The book features four sections: Driving market conditions, Effective data capture, Strategic data analysis and Transformation of the organization
• An extensive section on creating the necessary infrastructure for effective data capture looks at the role of technology
• Several case studies of Single Source Systems’ customers who have deployed successful performance management systems highlight proven tactics
• 10 steps to getting started summarize the overall process and provide a checklist of Action Items
• In-Action-Examples provide real-life scenarios and helpful how-to advice
• Predictions for what the future holds offer an advanced look at tomorrow’s performance management solutions
• A recommended reading list links to other whitepapers and recommended books
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Join Single Source Systems at Medical Device & Manufacturing East Convention: June 7-9, New York
A visit to MD&M East is the most efficient way to explore the latest advances in medical-grade materials, assembly components, electronics, design and engineering support, production equipment including information systems and software, clinical connectivity and device interoperability, regulatory compliance, packaging materials and machinery, sterilization systems, and a full complement of contract services for every aspect of the medical product development process...from initial start-up and R&D through end-product marketing.
Jacob K. Javits Convention Center
655 W. 34th St. (West 34th Street at 11th Avenue)
New York, NY
June 7-8, 2011 10:00 a.m. - 4:00 p.m.
June 9, 2011 10:00 a.m. - 3:00 p.m
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Attend 2011 Electrical Apparatus Service Association Convention and Exposition in Denver, June 25-29
Join Single Source Systems at the Electrical Apparatus Service Association's Convenion in Denver, Coloroado.The event offers attendees excellent education sessions and networking opportunities to help solve the evolving challenges facing electrical apparatus service companies. You won’t want to miss this year’s keynote speaker Steve Gilliand, author of “Mum’s the Word” and “Enjoy the Ride”.
JUNE 25: EDUCATIONAL WORKSHOPS
JUNE 26-28: CONFERENCE SESSIONS
Denver Hyatt Regency and Colorado Convention Center
06/25/11 7:00a - 7:00p
06/29/11 7:00a - 7:00p
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For the Business of Service
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MORE INFORMATION
For more insights to help your company achieve Best-in-Class status and maximize the performance of your service operations, visit our website:
www.singlesrc.com
Learn more about Single Source and our solutions to help you increase productivity throughout your organization, including:
Service Management Plus Enterprise, our end-to-end solution which manages the complete service lifecycle, from the Contact Center to Scheduling/Dispatch and Work Order Managment--plus back-end business functions such as AR/AP, Purchasing, CRM and Inventory Control.
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