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vishnu kumar, Student (MBA), India
What is service management? What is the role of technology in service management?
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Mats Johnsson, Sweden
Service has a very important role in the supply chain or the logistic system. Service management is about how to manage the logistics element so it also results in service for internal or external customers.
It is important to include this aspect when you design or redesign a supply chain. |
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Joe Brennan, USA
I believe that service management extends beyond the initial delivery steps and continues until the end-of-life for the units sold. |
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zenildo abreu, Brazil
I believe that service management is the guarantee to deliver the product.
Technology has the responsibility to reduce time, decrease the cost and increase the value to the customer.
As a consequence, the brand can grow. |
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The Roles of Service and Service Management
marco, Brazil
@Zenildo Abreu: In addition to PRODUCTS, where the Service Management must guarantee the quality along all life cycle, we can also think about service as a delivery of relationships too (intangible products) and the most important measure of quality for both maybe human perceptions.
So, to manage the delivery of SERVICES, first of all we have to make a negotiated contract with the stakeholders (plan) and configure the indicators and the metrics that fits all (do). As perceptions change (control), we have to review the plans (feedback) and adjust the metrics (act,continuous improvement), just like Deming taught us with his PDCA Cycle. |
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Lifetime Service Management
Joe Brennan, USA
Marco, I do appreciate your PDCA lesson as well as the extension of the scope beyond delivery out to the lifetime of the product/service sold to a customer. |
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