Globalisation tends to disintegrate service processes, as do most financially driven cost effectiveness and outsourcing programs. The solution is to make field service a profit centre, aligned within the overall enterprise service strategy.
Reinhard Klein’s half-day workshop is a must-attend event for senior service executives who are considering realigning their service strategies with an increasingly demanding customer environment. Key highlights at this half-day workshop include:
- Team up with product development and manufacturing divisions / companies
- Map and manage field service process end to end in an integrated fashion, across the enterprise- labour and parts
- Set key customer driven service quality parameters and measure customer dissatisfaction in a transactional way, across subcontractors and dealerships
- Set targets and pay executives, teams and subcontractors to achieve and support targets
- Develop, sell and provide solution oriented, profitable services far beyond maintenance
Reinhard Klein has been a Field Service Executive with IBM for 38 Years and built up IBM’s field service outsourcing operation in EMEA. Before that he restructured and centralized IBM’s multi-country PC technical support to Greenock/UK before the business was sold to Lenovo. He managed a multilingual European technical support and contact center for seven years in the UK and previously was responsible for the field service organsiation of all IBM’s hardware and software products installed in Austria. He is a Past-President of AFSMI and now has created a startup company for digital photography products and services in Austria.
In 2004, Reinhard Klein was honoured to receive the AFSMI’s life-time achievement award.
