• Does your manufacturing organisation have a very impressive Service organisation?

    We are investing in the training and development of our committed service team. The objective is to ensure that all of our customers have an excellent customer experience, every time. One of the activities we want to do is show our team how other first class service operations who manage a customer care centre and/or remote monitoring management facility work. We want to learn how other manufacturing companies deliver excellent customer service, how customers get to technical expertise quickly, how remote tools are utilised and how facilities are tracked and monitored remotely.

    Even the most lucid article of how a service organisation is managed is no substitute for seeing what works and why, in real life.

    If you want to demonstrate to your team that you are proud of what your business has achieved, and can share a few hours with us, please contact us. We will work with you to make sure your team get value out of this too.

    Please leave a reply below.

    Charmyn Hall, HR Director, Plasma Technology,
    Click below to see solutions
    Last edited by Daniel Kirmatzis; 25-09-2017 at 11:52 AM.
    2
  • We are investing in the training and development of our committed service team. The objective is to ensure that all of our customers have an excellent customer experience, every time. One of the activities we want to do is show our team how other first class service operations who manage a customer care centre and/or remote monitoring management facility work. We want to learn how other manufacturing companies deliver excellent customer service, how customers get to technical expertise quickly, how remote tools are utilised and how facilities are tracked and monitored remotely.

    Even the most lucid article of how a service organisation is managed is no substitute for seeing what works and why, in real life.

    If you want to demonstrate to your team that you are proud of what your business has achieved, and can share a few hours with us, please contact us. We will work with you to make sure your team get value out of this too.

    Please leave a reply below.

    Charmyn Hall, HR Director, Plasma Technology,
    Click below to see solutions


  • Best Answer

    Hi @Charmyn Hall ,

    I messaged some other HR professionals on the Network yesterday so I am hoping they will be able to offer you their feedback.

    Best regards,

    Daniel.
    Head of Community
    Need help? Ask me your questions about the Community here
    1
  • Hi @Charmyn Hall ,

    I messaged some other HR professionals on the Network yesterday so I am hoping they will be able to offer you their feedback.

    Best regards,

    Daniel.
    Head of Community
    Need help? Ask me your questions about the Community here


  • Hi @Charmyn Hall,

    This is a excellent question !

    It would be great if you are able to share a little about how you have defined 'excellent customer service' or any metrics that you are specifically targeting ? Is this to support a defined service level or for preventive tasks as an example ? That may help narrow down a search.

    Best - Garry
    0
  • Hi @Charmyn Hall,

    This is a excellent question !

    It would be great if you are able to share a little about how you have defined 'excellent customer service' or any metrics that you are specifically targeting ? Is this to support a defined service level or for preventive tasks as an example ? That may help narrow down a search.

    Best - Garry


  • Thank you very much Daniel, that is very helpful.
    1
  • Thank you very much Daniel, that is very helpful.


  • Hi @Charmyn Hall,

    Following up on my earlier reply and wondered if you had thought about plant tours. This may give the opportunity to explore in an real environment customer service and possible lead to other things.

    Examples I know of are:

    BMW Min Plant - Oxford http://miniplantoxford.co.uk/facts-f...lant-tour.aspx
    JLR Plants - Various https://www.jaguar.co.uk/experience-...urs/index.html
    JCB - https://www.jcb.com/en-gb/about/factory-tour

    Various others: http://www.wmfactorytours.co.uk/

    I see groups that have a large install base of an asset will be the areas driving this type of customer service. I see this extending to areas such as road vehicles. As an example Tesla will push service updates or say manage thefts remotely etc also.

    Hope this adds some value.
    Last edited by Garry Clawson; 28-09-2017 at 07:44 AM. Reason: Typo
    0
  • Hi @Charmyn Hall,

    Following up on my earlier reply and wondered if you had thought about plant tours. This may give the opportunity to explore in an real environment customer service and possible lead to other things.

    Examples I know of are:

    BMW Min Plant - Oxford http://miniplantoxford.co.uk/facts-f...lant-tour.aspx
    JLR Plants - Various https://www.jaguar.co.uk/experience-...urs/index.html
    JCB - https://www.jcb.com/en-gb/about/factory-tour

    Various others: http://www.wmfactorytours.co.uk/

    I see groups that have a large install base of an asset will be the areas driving this type of customer service. I see this extending to areas such as road vehicles. As an example Tesla will push service updates or say manage thefts remotely etc also.

    Hope this adds some value.


  • Thank you @Garry Clawson , you are exactly right, we would like a factory tour. I like your idea of looking outside our sector to how other people do this and we can translate this back. Best regards, Charmyn
    Last edited by Daniel Kirmatzis; 28-09-2017 at 11:53 AM. Reason: tagging
    1
  • Thank you @Garry Clawson , you are exactly right, we would like a factory tour. I like your idea of looking outside our sector to how other people do this and we can translate this back. Best regards, Charmyn


  • Thanks @Garry Clawson for your suggestions!

    @Charmyn Hall JLR, JCB & BMW Mini are all EEF members, so let me know if you would like me to help facilitate a visit to any of these sites?

    EEF also run a series of Manufacturing Connect each year, which offers you the chance to visit other member sites and learn from their experiences. The next event is being held at UKAEA (with a focus on building a smarter supply chain for global growth), which I appreciate may not be 100% relevant for you. You can keep up to date with upcoming events here

    Thanks

    Amy
    0
  • Thanks @Garry Clawson for your suggestions!

    @Charmyn Hall JLR, JCB & BMW Mini are all EEF members, so let me know if you would like me to help facilitate a visit to any of these sites?

    EEF also run a series of Manufacturing Connect each year, which offers you the chance to visit other member sites and learn from their experiences. The next event is being held at UKAEA (with a focus on building a smarter supply chain for global growth), which I appreciate may not be 100% relevant for you. You can keep up to date with upcoming events here

    Thanks

    Amy


  • Thank you Amy, great link too.
    0
  • Thank you Amy, great link too.


  • @Charmyn Hall the events for 2018 should be listed soon, so I would just keep checking the website
    0
  • @Charmyn Hall the events for 2018 should be listed soon, so I would just keep checking the website


  • Hi @Charmyn Hall ,

    I am the membership manager in the Midlands and the East of England.

    I have a background in researching how manufacturers compete on services and I also have an interest in something called Servitization, where manufacturers are adding 'advanced services' to their business models and improving their customer value proposition, or service offering, to their customers to create transformational long-term partnerships rather than transactional relationships.

    A great group to look at and consider speaking to local to yourselves in Bristol would be Aston University and The Advanced Services Group: https://www.advancedservicesgroup.co.uk/ or The Cambridge Service Alliance: https://cambridgeservicealliance.eng.cam.ac.uk/

    Have you managed to make any progress since you started this thread? It would be great to learn and share any changes that have occurred where you've seen a difference in the customer service level perhaps?

    Thanks
    Last edited by Daniel Kirmatzis; 15-01-2019 at 11:01 AM. Reason: tagging
    1
  • Hi @Charmyn Hall ,

    I am the membership manager in the Midlands and the East of England.

    I have a background in researching how manufacturers compete on services and I also have an interest in something called Servitization, where manufacturers are adding 'advanced services' to their business models and improving their customer value proposition, or service offering, to their customers to create transformational long-term partnerships rather than transactional relationships.

    A great group to look at and consider speaking to local to yourselves in Bristol would be Aston University and The Advanced Services Group: https://www.advancedservicesgroup.co.uk/ or The Cambridge Service Alliance: https://cambridgeservicealliance.eng.cam.ac.uk/

    Have you managed to make any progress since you started this thread? It would be great to learn and share any changes that have occurred where you've seen a difference in the customer service level perhaps?

    Thanks