The Maturity of Remote Product Service

 

Sumair Dutta

Research Analyst, Strategic Service Management

 

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Is a 99.9% level of asset availability the mark of a perfect service organization? With the increased focus of service and manufacturing firms on preventive and often predictive maintenance processes, it seems that the drive for zero downtime is the primary reason for the 41% increase in the percentage of assets being monitored remotely over the last year. However, leading service firms are looking to differentiate themselves by instilling a different level of maturity in their service processes; one in which the service organization takes a greater stake in both the availability and the overall performance of the serviceable asset.

 

Best in Class Performance

 

In a March 2008 research survey of 140 service professionals, Aberdeen benchmarked key service and asset performance criteria to distinguish Best-in-Class companies. These firms revealed the following performance results:

  • 93% current performance in serviceable asset availability
  • 89% current service efficiency performance in first-time fix
  • 16% improvement in mean time between failure for their assets over the last two years

 

Competitive Maturity Assessment

 

Survey results show that the firms enjoying Best-in-Class performance are:

  • Almost twice as likely as all others to trigger corrective or preventative actions on notice of performance drop captured directly from the asset
  • Exhibiting a 30% advantage over all others in percentage of overall service dispatches conducted for preventative maintenance
  • 25% more likely than all others to use remotely captured data to inform service technicians of possible repair and resolution scenarios prior to dispatch
  • Nearly twice as likely as all others to currently have Remote Product Service applications in place

 

Required Actions

 

To achieve Best-in-Class performance, companies must:

  • Be proactive in the maintenance of assets
  • Educate their technicians/CSRs and customers on the use and benefits of remote monitoring technology
  • Focus on knowledge assimilation and management – both for their service technicians and for other value chain counterparts
  • Wrap value-added services around the performance of the asset

 

To download your complimentary copy of Aberdeen’s Remote Product Service Report, click below:

 

Aberdeen’s Remote Product Service Report