|
ABSTRACT:
Bookended by the OEM and the end-customer, service networks can be comprised of multiple organizations like 3PLs, contract field service outfits, contract manufacturers, distributor partners, value-added resellers (VARs), and even other OEMs that offer multi-vendor services.
Based upon the findings from this study, the following are suggestions for both OEMs and ISOs to maximize the potential value from service network optimization.
Tips for OEMs:
1. Determine the optimal in-sourcing / outsourcing mix
2. Select the right partners for the right tasks
3. Provide adequate resources to service network partners
4. Don't lose sight of the end-customer
5. Maintain channel mix and quality over time
Tips for ISOs / Service Providers:
1. Earn your spot in the service chain
2. Re-evaluate your technology profile
3. Consider partnerships with other ISOs to expand reach
4. Understand OEMs' goals and expectations up front
5. Keep your spot in the service chain
|
AUTHORS:
Mark W. Vigoroso
Vice President, Service Chain Management Research, AberdeenGroup, Inc.
Mark Vigoroso spearheads primary market research in field service management and assesses software and services that automate and streamline these and other value chain processes. Vigoroso’s current efforts include quantifying Global 5000 executives’ strategies, experiences, and deployment plans in the area of field service optimization. He has published research in the areas of strategic sourcing, supplier performance measurement, enterprise spending analysis, total cost management, global trade management, and asset management.
Michael J. Tavilla
Research Analyst, Service Chain Management Research, AberdeenGroup, Inc.
As Research Analyst, Service Chain Management Research, Mike Tavilla focuses on strategy for leveraging technology solutions and best practices to improve service chain efficiency and performance, specifically service network optimization and mobile field service solutions. Most recently, Mike was the Research Director at the Association for Competitive Technology (ACT), a 3,000 member global IT trade association working on behalf of IT and e-commerce firms such as Microsoft, Oracle, AOL, Yahoo!, and eBay as well as on behalf of numerous ISVs. He led ACT’s work in research, analysis, and writing regarding the impact of public policy on the IT industry and emerging technologies.
|
