• This infographic shares the importance of developing a cohesive digital thread when developing formulated products in the consumer packaged goods industry. The digital thread should be driven by customer requirements and incorporate the recipe / formulation, specifications, packaging design, compliance information, claims, cautions, ingredients, labeling, artwork, and more to provide a full view of the product and it's design history. An effective CPG Digital Thread relies on an integrated Product Innovation Platform to connect product data from early in the front end of innovation through development, … [ read more ]

    The CPG Digital Thread (infographic)
  • Join Tech-Clarity's Jim Brown on this webinar sharing  recent survey results from almost 200 Consumer Packaged Goods companies, delving into their quality issue and how top performing CPG companies achieve better quality without suffering from excess internal cost. Learn the process, organizational, and technology approaches that Top Performers leverage to overcome their challenges and drive cost-effective quality. This Business Review Webinars event is brought to you by Dassault Systèmes BIOVIA. Register for the June 20th webcast now (free of charge, registration required). All registrants will … [ read more ]

    Cost Effective Quality in CPG (webcast, survey results)
  • On Thursday June 8, 2017  please join Michelle Boucher as she conducts a live interview with Mark Turner, Technical Manager for Development IT at Alcon, a Novartis Division. They will focus on key topics for medical device companies, including the Case for Quality. During the discussion, Michelle will share research on medical device industry trends. She will also discuss the implications for the Case for Quality and offered advice to efficiently manage regulatory compliance. Throughout the discussion, she will have an interactive conversation with Mark Turner. Mark will reveal how Alcon addresses their … [ read more ]

    Live Interview – Medical Devices: Making the Right Choice — Your Case for Quality
  • This eBook shares survey results analyzing companies' ability to hit new product development (NPD) targets, then offers seven practical tips identified by the research as best practice processes, organization, and technology leveraged by the top performing product developers. The research provides recommendations to companies based on the approaches taken by the Top Performers, those that are able to outperform their competitors in revenue growth, margin expansion, and delivering innovative products to market. Please enjoy the summary below. For the full report, please visit our sponsor Autodesk (free … [ read more ]

    7 Ways to Outperform Your Competitors in NPD (eBook, survey results)
  • Medical Device companies have the opportunity to leverage digitalization and the digital enterprise to develop innovative products and bring them to market quickly. Watch this edition of Tech-Clarity TV to learn about the digitalization opportunity and stay tuned for the rest of the series detailing specific business improvement opportunities including: Digital design Digital design transfer Paperless manufacturing The video shares how medical device manufacturers are embracing digitalization and gaining significant benefits including faster time to market, increased quality, and improved … [ read more ]

    The Digitalization Opportunity for Medical Device Companies (video)

Better Service from Better Product Information

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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.

 

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