Conference Presentation

Building Global Service Quality and Governance!

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Endress+Hauser is a global leader in measurement instrumentation, services and solutions for industrial process engineering. For Endress+Hauser quality is a high differentiator for products, and services need to create the same quality experience. Their market approach is decentralized with autonomous sales and support centers all over the world to adopt product and services to the local needs. In this environment Endress+Hauser has the challenge to provide services globally with the same quality standard and to ensure a global governance. 

In this session, we will discuss:

  • The results of the TSIA Services Organization and Structure study.
  • How to ensure consistent quality in an organization with strong decentralized structures?
  • How to build global standardized service processes, a common service experience and consistent quality?
  • What are the pitfalls in such a change in organization and behavior?

 

Presented By:

Michael Herzog

Director, Corporate Service, Endress+Hauser

Harald Kopp

Director, Industrial Services Research, Technology Services Industry Association (TSIA)

Publish Date: March 17, 2015

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