• Tech-Clarity’s BOM Management Buyer’s Guide - Boost Performance with Digital BOMs provides criteria for manufacturers to evaluate software solutions to support their Bill of Material and product structure data and processes. Tech-Clarity’s Buyer’s Guides go beyond software functionality to provide a framework of requirements that impact implementation success and long-term ROI, including:Software requirements Implementation Integration User adoption Support Vendor characteristics / attributes Industry or unique business needsPlease enjoy the summary below, or click the report to … [ read more ]

    BOM Management Buyer’s Guide
  • This episode of Tech-Clarity TV explains how digital food and beverage companies improve agility, innovation, and productivity through better connectivity between R&D and the plant, streamlined production operations, and analytics.This video is part of a series of videos showing how digitalization can help food and beverage companies compete with innovative, digital industry competitors that are disrupting the status quo.The video series is sponsored by Siemens, a leader in digitalization for the food and beverage industry. For more information, see Tech-Clarity's series of guest posts on how … [ read more ]

    Producing Food and Beverages in the Digital Age (video)
  • How do chemical companies apply digital to the chem lab? Digitalization is streamlining the way companies innovate and bring products to market. Tech-Clarity's Jim Brown will share findings from his research on how chemical companies leverage the digital enterprise to improve efficiency and reduce cost while dealing with mounting regulatory and sustainability pressure.Register for the December 13 webcast (free of charge, registration required). Sponsored by Dassault Systemes BIOVIA. … [ read more ]

    Digitalizing the Chemical Lab (webcast)
  • This Tech-Clarity TV animation explains how companies can combat industry disruption from new, innovative companies and business models in the food and beverage industry by adopting the digital enterprise. It's no secret that companies like Amazon, Blue Apron, HelloFresh, and more are changing the way consumers and consumer packaged goods companies relate. This video shares how companies can become more innovative and agile to compete with these challengers through the value of digitalization, and provides an example of what a digital food and beverage company looks … [ read more ]

    Digitalization in the Food and Beverage Industry (Animation)
  • Join Tech-Clarity's Jim Brown in a lively discussion with Planview NPD Evangelist Carrie Nauyalis discussing how to effectively measure product innovation. The duo will discuss the pitfalls of measuring innovation based on prior performance, the top five measures companies can use to measure innovation capability, and what's needed to get started measuring innovation to improve outcomes.Register for the November 30th webcast now, sponsored by Planview (free of charge, registration required).  … [ read more ]

    Top 5 Metrics to Stop Measuring Innovation in the Rearview Mirror (webcast)

Better Service from Better Product Information

Share

Tech-Clarity Insight: Better Service from Better Product Information: Evolving to Visual, Product-Centric Service Communication discusses the importance of having accurate, timely product information at hand in order to profit from service and satisfy customers in the service lifecycle. Highlights the importance of detailed, visual service information such as 3D graphics and animations to communicate product details, and explains how companies are leveraging PLM assets to improve service performance.

Please enjoy the free Executive Summary below, or click the report title above to download the full PDF (free of charge, no registration required).

Table of Contents

  • Executive Overview
  • The Service Imperative – Opportunity and Challenge
  • Bring Speed and Accuracy to Service Information
  • Enhance Service Illustrations
  • Leverage Existing Assets for Improved Communication
  • Move Beyond Pictures to Products
  • Service the Product across the Lifecycle – Managing Change
  • Evolve to Structured, Product-Centric Service Communications
  • Conclusion
  • Recommendations
  • About the Author

 Executive Overview

Service is critical to company profitability and customer satisfaction for today’s manufacturer. This puts significant pressure on service organizations to perform. They have to close service calls quickly to save time and money. More importantly, they must service equipment accurately to keep customers happy and ensure they get maximum value from the products they buy. As Andrew Miller, Technical Consultant for Whirlpool explains, “Our ultimate goal is ‘first call complete,’ our customers rely on our products.” This is strategic, as Tech-Clarity’s report The Service Lifecycle Management Approach: Strong Customer Relationships Result in Profit in the Service Industry concludes, “Customer satisfaction is extremely important to building long term relationships. It is also good business, because it leads to greater profitability through customer retention and repeat business.”

To service products effectively and efficiently, technicians need to be armed with the right product information. Timely, accurate, and easy access to service manuals, training materials, and customer service information is critical. “Documentation is an invisible aspect of service, one of our top two business priorities,” says Debra West-Maciaszek, Sr. Information Architect for Nikon’s Precision Equipment Business. “When things go wrong, you can often trace it back to a missing or inaccurate graphic.” Without the right information service technicians and customers have to reinvent processes and make guesses, neither of which are conducive to doing the job quickly or correctly.

Modern service information should be highly graphical to enhance communication and cut across language barriers. Beyond simple 2D illustrations, 3D service communications provide an even richer way to communicate with ease and accuracy. Gene Harrel, Supervisor for Technical Manuals at General Atomics, says simply, “3D is much easier to use.” 3D is far more realistic, and interactive 3D allows technicians to rotate, explode, and interact more naturally with the product information.

Beyond compelling graphics, service communications must provide product and service information in the context of the product. To address this, companies are beginning to address service as an extension of their Product Lifecycle Management (PLM) infrastructure. This allows them to take a holistic approach, share more accurate product data, manage communications throughout the changing product lifecycle, and bring about tighter linkages between Engineering and Service organizations and information.

 

Speak Your Mind

*