Conference Presentation

Developing and Delivering Differentiated Field Service Offerings

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This live business makeover case study will take an in-depth look at the challenges of developing differentiated field service offerings and ensuring consistent delivery through both the direct workforce and the dealer network.
“We are in the midst of a major initiative to globalize our service process with the objective of transforming the organization into engine of corporate growth. The immediate issues we are dealing with include:
  • What are the “right” number of standard service offerings to offer globally?
  • Do we allow local derivatives of the service offerings?
  • What is the best way to deploy this throughout the dealer network?
  • What role should certifications on the delivery of the offer play within the dealer network?
  • How do we break down existing “product silos” to enable an efficient incident management process?
  • How do we best digitize our existing knowledge management content to make it available across multiple delivery channels?
  • What are the best ways to incentivize field and dealer input into the knowledge management platform?


Presented By:

Michael Massey

Global and Region VP and GM, Kodak Technical Services

Publish Date: May 5, 2014

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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