Upcoming Events

Webinar: Service Issue Resolution for High-Tech Durable OEMs

Webinar: Service Issue Resolution for High-Tech Durable OEMs

Servigistics defines service issue resolution as the detect-diagnose-repair-restore work cycle in the post-sales value chain. With improved service issue resolution processes, businesses can drive 20% higher profit contribution from service, according to a recent benchmarking study. This complimentary webinar will outline practical methods to improve asset uptime and slash service costs in high-tech service environments by leveraging advanced knowledge management and diagnostics tools and techniques. 

VIEW THE ON-DEMAND WEBINAR 

You should view this recorded webinar if you:

• Work in such industries as computer and office equipment, communications equipment, electronic components, laboratory sciences, and medical equipment
• Track performance metrics such as MTTR (mean-time-to-repair), first-time resolution rate, asset uptime, and cost-to-serve
• Maintain or use a knowledge base of any kind in their service environments
• Currently plan or plan to leverage multiple channels (e.g. field service, contact center, self-service, remote service) to provide post-sales service to their customers

Featured Speakers:
Greg Oxton
Executive Director - Consortium for Service Innovation
In his 16 years at IBM, Greg Oxton held management positions in customer-service operations, planning and support strategy development. Greg managed a major worldwide support reengineering effort at Tandem Computers and then became the Director of Global Support Planning for Tandem. Greg's specialty is customer service strategy and organizational development. He was an active member of the Consortium before he joined the Consortium staff in July of 1996. Since that time Greg has worked with member companies of the Consortium on a variety of projects aimed at improving customer support including adoption of the Knowledge-Centered Support methodology, web based self-service models and online support communities.

Dave Duncan
Director, Service Knowledge – Servigistics
Dave Duncan has 15 years’ experience in technical services, and directs services for Knowledge Management at Servigistics.  Prior to joining Servigistics, Dave was the Support Technologies Manager for a General Electric Healthcare medical imaging division, leading knowledge management, remote monitoring, sustaining engineering, service audit compliance, and Six Sigma defect avoidance programs. His previous assignments include ERP professional services for JD Edwards, and an aviation logistics officer in the US Army’s 1st Infantry Division in Germany and Bosnia-Herzegovina. Dave holds a BSE in Civil Engineering and Operation Research from Princeton University.