This is the theme of the Pre-Day on April 23rd at the upcoming Field Service conference in Las Vegas - "The Future of Service." And I'll be chairing the day's agenda, sharing the stage with service executives from GE Aircraft Engines, Tokyo Electron Company, and other service-minded OEMs.
A topic this ambitious will be tough to cover in a day, so I thought I'd pre-empt it with a few days of virtual discussion...
This morning, I'll kick it off with some thoughts on "Smart Services." At their core, Smart Services are differentiated post-sales product support capabilities, enabled by wirelessly capturing and analyzing real-time product performance information, and usually delivered by manufacturers or service providers to the owners/operators of the serviceable equipment or machinery. Leveraging on-board sensing and control devices and wireless Internet connectivity, Smart Services solutions allow manufacturers to remotely capture and analyze asset performance data, identify root causes of failure and trigger corrective workflows including repairs, upgrades, and technician and part dispatch. These solutions are deployed enterprise-wide, so that service and support professionals can proactively manage and optimize entire installed bases of assets at multiple customer locations.
So, what's so "futuristic" about Smart Services? One could compare the lifecycle stage that Smart Services is at today to where the Internet was in the early 1990’s. At that time, knowledge of the Internet was growing, but very few executives fully grasped how Internet-enabling their business would change it. In the ensuing span of about fifteen years, companies like Google and eBay have ascended to dominant blue-chip status, and countless smaller businesses have fundamentally changed the way they conduct business and interact with their customers.
As such, Smart Services is uniquely poised to transform the product value chain just as monumentally and irrevocably as the Internet did to commerce.
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And linking mobile workers in the field to the enterprise back office will be key.
Well written article.
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