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Customers are insisting on outcome-based service contracts / agreements at an increasing rate. In this new world, customers do not care when the Engineer/Technician will reach their site or when the parts will arrive - Customers just want to know when their Asset will be fixed and able to generate revenue for them. This emerging trend is challenging service providers to shift from service level agreements that are based on response time to SLA's based on resolution / restore time / equipment uptime. With 60-70% of service incidents involving Spare Parts and the need for an onsite visit from an engineer / technician, it's mandatory that Spare Parts get to the technician in the shortest time possible. There are essentially two ways to do this - 1. Move Spare Parts Closer to the point of consumption and 2. Move Spare Parts Faster. During this session, you will hear how different techniques can be applied to ensure adherence to Outcome Based Agreements which include: Understanding Installed Base Demographics and Failure Rates, Moving Parts Closer to Customers based on intelligent algorithms, Drop Points, Technician Trunk Stock, Parts Lockers, Loaners, Single & Double Swap, and many others.
VP Research, Field Services, TSIA
Global Service Supply Chain Manager, Becton Dickinson & Company
Publish Date: November 2, 2017
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Peg Rodarmel, SVP, Subscription Services, Infor
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