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ADVANCED CUSTOMER SERVICE REQUIRES
IMPROVEMENTS IN ORGANIZATIONAL PROCESSES

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only 20%

have the skilled workforce that can service the competition's equipment

2/3

of input method editor manufacturers offer a comprehensive service for their customer installed base

WHY?

Despite the proliferation of new technology such as intelligent sensors and BDA, the majority of companies are, as yet, unable to deliver advanced services such as "power by the hour" and are not set up to service competitive equipment.

This is mostly due to the lack of information flow along the organization (e.g., precise performance indicators) that hampers the capability of service managers to involve top management at a strategic level.

BARRIERS TO QUALITY SERVICE

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Lack of top management commitment

63%
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Lack of relevant performance measurements for service

56%
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Service personnel does not have adequate product knowledge

49%
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Management does not have a vision of comprehensive service life-cycle management

44%

IT IS
NOTBECAUSE OF
PRODUCT
COMPLEXITY!

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