21 RÅD OM SERVICE MANAGEMENT FRA SALG TIL SERVICE & TILLÆGSYDELSER

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1 FRA SALG TIL & TILLÆGSYDELSER

2 Service Management er en vigtig del af god supply chain management. Service management forbinder salg, kunder og tillægsydelser. Service management maksimerer de ydelser i forsyningskæden, som går ud over de færdige produkter, og reducerer høje omkostninger gennem integration af produkter og ydelser samt minimerer lagerbeholdning. Kunder er krævende bekendtskaber, de kræver øget gennemsigtighed, bedre samarbejde, hurtigere leveringstider og produkter af højere kvalitet. Og, hvis du ikke opfylder deres krav, ja - så finder de hurtigt en som gør. VIDSTE DU... Det skaber uden tvivl en række udfordringer, men hvis du griber dem rigtigt an, kan det også skabe en række muligheder. De producenter, som ikke opfylder kundernes krav, står hurtigt alene, mens de som møder kunderne på deres banehalvdel hurtigt får en større andel af deres forretning. Samtidig får du mulighed for at levere nye former for serviceydelser til kunderne ydelser i forlængelse af det oprindelige salg og produkt. Med service management kan du sikkert lede og optimere en forsyningskæde i konstant foranderlige omgivelser.

3 STRATEGISK FOKUS PÅ AFTER MARKET & YDELSER Der er i dag et stort fokus på at kunne levere samlede løsninger til kunderne - og med god grund. Levering af kombinerede produkt, service og tillægsydelser er et af de tiltag, som skaber størst tilvækst i ordreproducenters omsætning.

4 Applications such as Asset Service Management allow you to track warranty and plan servicing of customer items. This will give you the ability to extend the services provided to your customers and manage the products they have purchased from you. John Robinson United Kingdom Business Intelligence is an important part of improving warranty and maintenance services after the sale. Being able to slice and dice what work was done, on what products, how often, etc. has the potential for delivering a number of benefits to your business. For example, being able to identify if a specific part that has a high repair rate will allow you to improve the design of that part, leading to fewer warranty/service repairs and in turn leading to improved profitability and customer satisfaction. Tom Nall Many manufacturing companies neglect business opportunities related to aftermarket warranty and maintenance services sales after the initial sale of their manufactured products. Deep, always current operational insight is incredibly valuable to turn those hidden opportunities into continuous services revenue streams, all managed in an ERP solution: Services contracts, accounting, CRM and Business Intelligence. Niels Skjoldager Easy access to historical data and tracing possibilities in the ERP-system will help in serving the customer. Jørgen Gjerde Integrated and easy to use service system including a combination of spare parts and service sales. Rune Kinden Sjursen Use serialization of item orders to identify more expensive items like electronics, automobiles, and so on. Serial numbers also allow you to keep detailed records about an item s warranty and, if necessary, recall information. Kurt Hatlevik Set up a service contract with the original equipment manufacturer. Expensive, but good value in the long run. Manufacturing Expert United Kingdom Implement a solution for managing all sales orders, service orders, contracts, service objects and maintenance jobs. Jon Anders Haugland Implement full controll of all warranties, serial numbers and maintenance intervals/plans. Henrik Dall Some systems allow you to identify serviceable objects on your project structure. You identify the object information on the project and/ or associated item within the structure and can automatically create the Object from the project. Assign the warranty program that applies and you are off to letting the system manage when charges are in warranty or not. Deborah Vermillion If you can be proactive in contacting a customer BEFORE there warranty is expired. Remind them of the value you have provided. Always send invoices for FREE work reminding them of the value. Mike Makela Better maintenance leads to happier customers who refer you to other customers. Manufacturing Expert The manufacturing companies need to have full control of the customer installed base and the relevant information such as service frequency, warranty and service agreements. This will improve the customer service greatly. Olav Bækken Natvik After delivering we send a spare parts list (packaged) from our ERP solution to our customer, so they can choose what they want. Ken Jarlfort Denmark To stay competitive manufacturers need to offer value- adds that their competitors are not. I have seen offering cost effective service contracts to do preventative maintenance for their customers sold up front increase quote to win ratios. Deborah Vermillion If sales are made through a dealer network, it is important to properly track the actual sales dates from the dealer which in turn provides accurate warranty validation. Jeff Powell Associate the warranty with service objects that can be created automatically with the sale or purchase of an item. Kevin Brandt

5 Reduce the variation of the production or service process so that warranty & maintenance services are rarely necessary. When they are necessary, arrive on-site with all available resources prepared for action. Christopher Johnston After the sale, it is a need to track warranty information and provide aftermarket services, including the sale of spare parts that may constitute a significant share of our company s business. Antony Prabhath United Arab Emirates Many companies were not focused on servicing their equipment in the field letting partners perform that work. Since the economic shifts worldwide we are seeing that being able to provide a more efficient and effective warranty service as well as other value added services to customers can drive a significant revenue improvement and a diversification of manufacturing through services. The ability of handling and upselling service contracts in an easy way is critical to being able to make that service business successful. It is also key to be able to have an integrated system that can plan both resources and material requirements that are needed to perform the work. Luciano Cunha Use quality products, competent resources, and professionally feed back and report to the customer. Troels Kjemstrup Denmark

6 6 SKARPE OM ENSRET DINE ELEMENTER MED DINE FORRETNINGSPRAKSISSER Opbyg hierarkier, der prioriterer vedligeholdelse af udstyrsdele og gem statistik, så delene håndteres hensigtsmæssigt. PROBLEMFRI HÅNDTERING AF KOMPLEKSE KONTRAKTER OG GARANTIER Specificer og udfør end-to-end betalingsprocesser og lav præcise kontrakter og garantiforpligtelser med formularer og meddelelser som automatisk tilpasser sig specifikke behov. ØG KUNDETILFREDSHED OG REDUCÉR NEDETID Prædefinerede og fleksible workflows og automatisering dækker alle aspekter af vedligeholdelse og reparationer, lige fra præcise salgstilbud, indkøb og produktion til meddelelser om behov for opfølgende handlinger. HAV EN SAMMENHÆNGENDE PLAN FOR UDSTYR Planlæg flere datoer for vedligeholdelse af forskellige dele i en kalender, så kan du hurtigt finde og tilpasse overordnede tidsplaner og specifikke datoer. KOMBINER AKTIVITETER MED PLANLÆGNING OG LEDELSE Planlæg tilbagevendende vedligeholdelse af anlæg og maskinpark, inkorporér løbende kontroller og reparationer af udstyret sideløbende med vurderinger, om, hvilke værktøjer er tilgængelige til både interne og kundeorienterede ydelser. OVERVÅG STATUS PÅ RESERVEDELE Følg reservedele og fjern udgåede og forældede lagerdele. Det skaber synlighed og integration af serviceydelser med din generelle lagerstyring.

7 COLUMBUS MANUFACTURING De problemstillinger og udfordringer, vi har gennemgået her kan håndteres med Columbus Manufacturing, en integreret virksomhedsløsning skræddersyet til ordreproduktionsvirksomheder. Løsningen omfatter en kombination af vores prisbelønnede og avancerede discrete manufacturing-software, vores brancheskabeloner og implementeringsmetodik, alt sammen integreret i den fleksible og pålidelige Microsoft Dynamics-platform. COLUMBUS ASSET S I takt med at ordreproducenter tilbyder stadig flere ydelser igennem hele deres produkters livscyklus har de behov for ressourcer og værktøjer, som støtter dem i at anlægge et strategisk sigte for virksomhedens håndtering af aktiver og kunder inklusiv garanti, reservedele og omkostningseffektiv planlægning og eksekvering af service. ColumbusManufacturing starter ved leverancekæden og dækker engroslager, detaillager, produktionsplanlægning, fremstilling, salg, service, vedligeholdelse af udstyr, distribution, udvikling, værkstedsstyring, kontraktstyring af underkontrakter samt projektplanlægning og sporing. Produktet er bredt anerkendt for at give øget effektivitet og lavere omkostninger ved at integrere alle leverancekædeprocesser og samtidig levere præcise forretningsmæssige målepunkter, der danner et forbedret beslutningsgrundlag. ERP med indbyggede best-practice processer. RapidValue er en Business Process Modeling løsning, der er fuldt integreret med Microsoft Dynamics AX, og som sikrer et større udbytte af ERP-implementeringen. Columbus anvender best-practice processer fra branchen baseret på erfaringerne fra over implementeringer, som er direkte indbygget i løsningen.

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