Field Service Fall 2015 (past event)
September 30 - October 02, 2015
Array
Pat Foley
Manager
Johnson Controls, Inc.
Smart Planning, Technician Support & Customer Experience
Saturday, April 9th, 2016
16:40 Communicating The Value Of Services To Customers
Services provided to end customers are often intangibles that are difficult to effectively describe in terms of value. Value reporting is a critical topic with many customers, and companies create strategies and initiatives to produce this type of reporting, only to find challenges in consistently operationalizing and delivering reports long term. This topic addresses:
• Selecting appropriate metrics that communicate value
• Providing standardized reporting with sufficient flexibility
• Operational disciplines required to consistent delivery
• Risks of exposing performance gaps directly to customers
• The challenge of cultural change for effective reporting
• Specific action steps to get started
• Selecting appropriate metrics that communicate value
• Providing standardized reporting with sufficient flexibility
• Operational disciplines required to consistent delivery
• Risks of exposing performance gaps directly to customers
• The challenge of cultural change for effective reporting
• Specific action steps to get started