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Podcasts |
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Field Service 2011 Advisory Board Podcast
According to six representatives of the 2011 Field Service advisory board, a more concentrated effort toward workforce optimization is a key priority for improving field service operations in the coming years. In the below podcast, Jerry Adamski, Global Customer Service Director, Gleason Corporation, cites an effort the company took toward mapping out processes within the organization – a retreat of sorts – which resulted in two major positive changes made right away and several other positive effects. Here Adamski, along with representatives from DIRECTV, Leica Microsystems, Applied Materials and more, speak about this effort as well as the increased attention toward new technologies and ways to improve field service productivity.
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Brian Lucyk, Vice President Central Operations at Pendum, LLC discusses the relationship between third parties and OEM’s
Having been on both sides of the coin with a career that started on the equipment service side, Brian Lucyk, Vice President Central Operations at Pendum, LLC, says that third party service organizations ultimately drive OEM's to become better companies. “The more push there is from independent service providers, the better the OEM has to be,” says Lucyk.
In this Field Service podcast, he discusses the relationship between third parties and OEM’s and how to evaluate the effect of third-party service providers on customer satisfaction. The biggest opportunity a third party service provider has on positively impacting customer expectations is to provide better up time, he says. And the best way to provide that is to have a direct, unfiltered dialogue with OEM’s. Hear him talk about how to do that here.
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Field Service 2010 Presentations |
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Available For Download Until 2/4/2011
Evolving the Business to Increase Service Revenue Through Co-Value Creations
Don Bernard, VP of Service & Operations, DustControl, Inc.
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