42 Rules for Superior Field Service: The Keys to Profitable Field Service and Customer Loyalty by Rosemary Coates


42 Rules for Superior Field Service: The Keys to Profitable Field Service and Customer Loyalty
Title : 42 Rules for Superior Field Service: The Keys to Profitable Field Service and Customer Loyalty
Author :
Rating :
ISBN : 1607730707
ISBN-10 : 9781607730705
Language : English
Format Type : Paperback
Number of Pages : 142
Publication : First published January 1, 2013

With few exceptions, the service business is viewed as a "necessary evil." Servicing products, after they are sold and in customers' hands, is frequently overlooked and can be a source of customer dissatisfaction and profit loss. This thinking results in missed opportunities to convert customers into advocates and to generate significant business revenue. If you are in the field service business, you should be designing solutions that benefit the customer and are profitable for your company. This includes developing a field service strategy, organizing the service business, optimizing field inventories, implementing Customer Relationship Management (CRM) and tailoring sales incentives.

Complicating field service operations in today's environment is the global nature of the installed base and where in the world your products and spares are manufactured. Sourcing global parts, managing the parts supply chain and the investment required are the things that keep managers up at night.

This book provides 42 essential rules to benchmark and develop a global service business. You will learn: How to develop a profitable field service strategy and organization How to survey customers and drive improvement in field service operations The impact of poor field service on the bottom line What to do in an emergency What to consider when developing field repair inventories What systems and tools to consider ...and much more

Rosemary Coates and Jim Reily have a combined 50+ years of global manufacturing and field service experience from companies such as Hewlett Packard and Cisco as well as the US Military. In addition they have worked on consulting engagements with a proven track record of amazing field service results. They offer insights and recommendations based on real-world experience

42 Rules for Superior Field Service: The Keys to Profitable Field Service and Customer Loyalty Reviews

  • Bonnie Davis

    I found it interesting that the authors of this book, Rosemary Coates and Jim Reily, did not know each other before writing this book. They spent two years interviewing executives from various companies and combined that information with their experience in global manufacturing and field service to create this material.

    Although there are 42 Rules in this book like others in the series the book is structured a bit differently. You'll find the material organized in these sections:

    Part I: Sales and Marketing
    Part II: Operations
    Part III: Supply Chain and Finance
    Part IV: People
    Part V: Internal Departments
    Appendix A Contributors' Biographies
    Appendix B Software Solutions for Field Service
    Appendix C Consulting Audit Checklist
    Appendix D Field Service Key Performance Indicators
    Appendix E Assessing Your Field Service Current State

    There are many tips from executives in large companies like Cisco and General Electric that will help readers think bigger when it comes to field service. So many topics are covered in this book that it will make your head spin: procurement, mergers and acquisitions, counterfeit parts, maintenance contracts, trunk inventories, dealing with international staff and more. The information is broken down into bite sized chunks that are easy to digest.

    My favorite rule was #4 "Form Customer Advisory Boards to Build Loyalty". The time to get customer input is before a crisis happens. The authors recommend that you invite your top 20% of customers in terms of revenue and find out what they want and what they need. This ties in nicely with a later chapter that discusses customer surveys and feedback.

    If your company provides field service to customers then you absolutely must read this book and buy it in bulk for your employees. Smart readers will recognize that they can take the material in this book and create a training program for employees that will catapult their field service above and beyond their competitors.

  • David Camarillo

    Good book. Easy read with good advise on implementing and improving field services.