by Industry

Manufacturing

"Underpinnings of Service Excellence: Synchronizing Resource Capacity with Service Demand," August 2007
This benchmark study shows that forward-thinking companies have taken strategic actions to achieve service excellence by accurately forecasting service demand and effectively planning and provisioning service resources to meet that demand. Such strategic initiatives have yielded 22% increase in first-time fix rate, 18% higher SLA compliance rate, 27% improvement in workforce utilization, and 14% lower overtime costs.

"Winning with Integrated Warranty Management," June 2006
"Recognizing the untapped opportunities for efficiency gains, revenue recapture, and improved customer satisfaction within the warranty chain, best-in-class companies and their service network partners are taking steps to gain greater visibility into and control of their warranty chain processes and performance."

Video Clip
In this video commentary, Mark Vigoroso, Research Director from Aberdeen Group, discusses the number one differentiator between best in class and laggard service organizations – as well as some compelling survey results.

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