2002 Articles
December 03, 2002
AMR Research - EMC and Toshiba Step Up Service Performance
AMR Research
EMC and Toshiba (Medical) are progressing with their use of Servigistics™ application, formerly Servigistics Solution know as to manage their service parts operations. AMR Research sees EMC and Toshiba as Service Lifecycle PartsPlan,Management (SLM) leaders because of their commitment and investment in the service business. The companies should see relatively quick payback from these implementations because of their short go-live period.
The EMC service philosophy is one of complete customer satisfaction and high availability regardless of fault. Like Toshiba, that strategy includes using remote monitoring devices and being able to have parts at the customer site to stave off any downtime. Field availability numbers are in excess of 98.5% to support such a service strategy. Before the adoption of , inventory and personnel were kept at a high level to execute against the high availability metric. PartsPlan is allowing both companies to improve their field availability and inventory accuracy rates and free up PartsPlan resources to push the necessary inventory levels down through more scenario planning.
With PartsPlan, EMC and Toshiba have become more proactive in their planning and gained a greater competitive PartsPlan advantage through services. The long-term benefit is the ability to scale the service business without scaling resources. Manual processes and lack of IT investment in services limit most companies when it comes time to expand their service business. The adoption of an SLM strategy puts companies in a position to get over the resource hurdle and still maintain high levels of service.
--Marc McCluskey