-- Best-in-Class firms are 8 times as likely as the rest to report First- time Fix Rate of over 96% -- Best-in-Class firms are 4 times as likely as the rest to report Work- order Completed Rate of less than 5% -- Best-in-Class firms are 3 times as likely as the rest to report SLA Compliance Rate of over 96% -- Best-in-Class firms are 4 times as likely as the rest to measure planning and demand accuracy in real timeJain recommends that service organizations consider the following Best-in-Class strategies as potential building blocks of a successful service organization:
-- Improve productivity by establishing guidelines for type and frequency of communications among dispatchers and field technicians. -- Document all constraints that impact field service work order allocation to effectively plan, forecast and provision resources. -- Take stock of existing technology infrastructure and plug the gaps to enable closed loop service management. -- Take multiple factors into account in order to accurately forecast work-order demand. -- Integrate customer, contract and asset information with demand forecasting and planning processes.Over 200 companies participated in this quantitative study, including Xerox, WR Grace, Mitutoyo, Bang & Olufsen, Grundfos Management, BARCO, ABB, Rinker Materials, Wartsila, SAIC, TAMI, Honeywell HBS, NALCO, AGCO limited, FLIR Systems, Bausch & Lomb, PLDT, and Ingersoll Rand. Underwriters of the "Underpinnings of Service Excellence: Synchronizing Resource Capacity with Service Demand," are SAS, Aseta, TOA Technologies, and PointServe. To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?cid=4168 About Aberdeen Group, a Harte-Hanks Company Aberdeen is a leading provider of fact-based research and market intelligence that delivers demonstrable results. Having benchmarked more than 30,000 companies in the past two years, Aberdeen is uniquely positioned to educate users to action: driving market awareness, creating demand, enabling sales, and delivering meaningful return-on-investment analysis. As the trusted advisor to the global technology markets, corporations turn to Aberdeen™ for insights that drive decisions. As a Harte-Hanks Company, Aberdeen plays a key role of putting content in context for the global direct and targeted marketing company. Aberdeen's analytical and independent view of the "customer optimization" process of Harte-Hanks (Information - Opportunity - Insight - Engagement - Interaction) extends the client value and accentuates the strategic role Harte-Hanks brings to the market. For additional information, visit Aberdeen http://www.aberdeen.com or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.
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Contact Information: Media Contact: Amit Jain Aberdeen Harte-Hanks (617) 854-5277 amit.jain@aberdeen.com