SlideShare a Scribd company logo
 
 
Services in the  Business-to-Business Market ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],After Sales Service
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],After Sales Service
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Components Of After Sales Service
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],After Sales Services -  Key Elements
Six Steps to Remarkable Service  & Customer satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
After Sales Service Portfolio
[object Object],[object Object],[object Object],[object Object],After Sales Services - Strategies
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],After Sales Services -  Strategy Variables
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],After Sales Services -  Advantages
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],After Sales Service -  Challenges
After Market Services Honeywell Building Solutions CASE STUDY
Honeywell International Inc. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
After Market Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
After Market Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
After Market Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
An Elaborate Customer Contact  -  Mechanism ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Honeywell Comprehensive AMC ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Honeywell Non-Comprehensive AMC
Field Automation Service Technology (FAST )
Service Edge - key elements ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Management System Customer GCCC  Technician Request for Service Dispatch Technician ( s ) Local Admin Admin Review Work Order Arrive By Date : ( Planned ) Create Date  +  Arrival SLA Work Order Completed At Job Site Date ( Actual ) Work Order Closed Time to  Invoice Work Order Creation Request  Signature  A fool proof end to end network to be in touch with our customers
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Benefits of Honeywell AMCs
CASE STUDY
[object Object],[object Object],[object Object],[object Object],Services
Customer Support Helpdesk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Three Support Levels ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],L1 L2 L3
Maintenance Services Overview (Contracts) SLA 8x5xNBDS Maintenance Onsite Engineering Assistance Advance Hardware Replacement Technical Telephone Support Software Upgrades Web Services Guardian      Express     Software Upgrades   Software Application Support   
Customer Engagement Model Consulting  & Design Implementation & Integration Support &  Maintenance Audit &  Reengineering Understand the business requirements Define the functional architecture Define the technology architecture High-level design Short-term & Long-term Strategy RFP Specifications & Product Evaluation High-level estimates & Project Plan Coordination for Purchase & Logistics Environment assessment & Site Preparation Plan Detailed Integration Plan Test Plan & Acceptance Criteria System Implementation & Configuration Mgmt. System Integration & Testing System Acceptance & User Acceptance Tests Training & Documentation SLA Framework for Support & Maintenance Helpdesk Support Preventive Maintenance Warranty & Maintenance Agreement Mgmt. IMAC Support Level-2/3 Support Performance Reporting Trend Analysis Consulting on Capacity Planning, DRP, Feature Enhancement Due Diligence & Information Baseline Understand & Map Current set of Processes Understand business requirements Identify Gaps & Pain points Identify  Process Reengineering, Technology Refresh options Identify Best Practice Recommendations Define Improvements & Changes Estimates & Benefits Analysis High-level Plan for Implementation
Thank You

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  • 22. Field Automation Service Technology (FAST )
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  • 24. Service Management System Customer GCCC Technician Request for Service Dispatch Technician ( s ) Local Admin Admin Review Work Order Arrive By Date : ( Planned ) Create Date + Arrival SLA Work Order Completed At Job Site Date ( Actual ) Work Order Closed Time to Invoice Work Order Creation Request Signature A fool proof end to end network to be in touch with our customers
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  • 30. Maintenance Services Overview (Contracts) SLA 8x5xNBDS Maintenance Onsite Engineering Assistance Advance Hardware Replacement Technical Telephone Support Software Upgrades Web Services Guardian      Express     Software Upgrades   Software Application Support   
  • 31. Customer Engagement Model Consulting & Design Implementation & Integration Support & Maintenance Audit & Reengineering Understand the business requirements Define the functional architecture Define the technology architecture High-level design Short-term & Long-term Strategy RFP Specifications & Product Evaluation High-level estimates & Project Plan Coordination for Purchase & Logistics Environment assessment & Site Preparation Plan Detailed Integration Plan Test Plan & Acceptance Criteria System Implementation & Configuration Mgmt. System Integration & Testing System Acceptance & User Acceptance Tests Training & Documentation SLA Framework for Support & Maintenance Helpdesk Support Preventive Maintenance Warranty & Maintenance Agreement Mgmt. IMAC Support Level-2/3 Support Performance Reporting Trend Analysis Consulting on Capacity Planning, DRP, Feature Enhancement Due Diligence & Information Baseline Understand & Map Current set of Processes Understand business requirements Identify Gaps & Pain points Identify Process Reengineering, Technology Refresh options Identify Best Practice Recommendations Define Improvements & Changes Estimates & Benefits Analysis High-level Plan for Implementation

Editor's Notes

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