“Strategic service management”的意思、由来-开放百科全书

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Strategic service management

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Strategic service management (SSM) is a business strategy that aims to optimize the post-sales service that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing. Benefits of strategic service management can include:^[1]

Increased revenue through the servicing of manufactured products that may be experiencing decreased sales
Increased customer loyalty through improved post-sale service performance
Heightened asset accountability and tracking
Increased worker productivity
More knowledgeable workers to prevent common mistakes

Using strategic service management, Avaya reduced service parts inventory from $250 million to $160 million, Sun Microsystems saved $40 million in the first year, and Dell grew service revenues over 20% in one year.^[2]

References

1. ^[https://web.archive.org/web/20100102100008/http://aberdeen.com/summary/report/benchmark/RA_IndustryTraction_MV_2498.asp AberdeenGroup's Industry Traction of Strategic Service Management], December 2005, archived 2 January 2010
2. ^{{cite news|url=http://www.businessweek.com/stories/2005-07-31/yes-maam-that-part-is-in-stock|title=Yes Ma’am That Part Is In Stock|publisher=BusinessWeek|date=August 1, 2005}}

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