Service management

Short description: Business process

Business administration

Management of a business

Accounting

* Management accounting
* Financial accounting
* Financial audit

Business entities

* Corporate group
* Conglomerate
* Holding company
* Cooperative
* Corporation
* Joint-stock company
* Limited liability company
* Partnership
* Privately held company
* Sole proprietorship
* State-owned enterprise

Corporate governance

* Annual general meeting
* Board of directors
* Supervisory board
* Advisory board
* Audit committee

Corporate law

* Commercial law
* Constitutional documents
* Contract
* Corporate crime
* Corporate liability
* Insolvency law
* International trade law
* Mergers and acquisitions

Corporate title

* Chairman
* Chief business officer/Chief brand officer
* Chief executive officer/Chief operating officer
* Chief financial officer
* Chief human resources officer
* Chief information officer/Chief marketing officer
* Chief product officer/Chief technology officer

Economics

* Commodity
* Public economics
* Labour economics
* Development economics
* International economics
* Mixed economy
* Planned economy
* Econometrics
* Environmental economics
* Open economy
* Market economy
* Knowledge economy
* Microeconomics
* Macroeconomics
* Economic development
* Economic statistics

Finance

* Financial statement
* Insurance
* Factoring
* Cash conversion cycle
* Insider dealing
* Capital budgeting
* Commercial bank
* Derivative
* Financial statement analysis
* Financial risk
* Public finance
* Corporate finance
* Managerial finance
* International finance
* Liquidation
* Stock market
* Financial market
* Tax
* Financial institution
* Working capital
* Venture capital

Types of management

* Asset
* Brand
* Business intelligence
* Business development
* Capacity
* Change
* innovation
* Commercial
* marketing
* Communications
* Configuration
* Conflict
* Content
* Customer relationship
* Distributed
* Earned value
* Electronic business
* Enterprise resource planning
* management information system
* Financial
* Human resource
* development
* Incident
* Integrated
* Knowledge
* Materials
* Network
* administrator
* Office
* Operations
* services
* Performance
* Power
* Problem
* Process
* Product life-cycle
* Product
* Project
* Quality
* Records
* Resource
* Risk
* crisis
* Sales
* Security
* Service
* Strategic
* Supply chain
* Systems
* administrator
* Talent
* Technology

Organization

* Architecture
* Behavior
* Communication
* Culture
* Conflict
* Development
* Engineering
* Hierarchy
* Patterns
* Space
* Structure

Trade

* Business analysis
* Business ethics
* Business plan
* Business judgment rule
* Consumer behaviour
* Business operations
* International business
* Business model
* International trade
* Business process
* Business statistics

* v
* t
* e

Service management in the manufacturing context, is integrated into supply chain management as the intersection between the actual sales and the customer point of view. The aim of high-performance service management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain. Most service-intensive supply chains require larger inventories and tighter integration with field service and third parties. They also must accommodate inconsistent and uncertain demand by establishing more advanced information and product flows. Moreover, all processes must be coordinated across numerous service locations with large numbers of parts and multiple levels in the supply chain.

Among typical manufacturers, post-sale services (maintenance, repair, and parts) account for less than 20% of revenue. But among the most innovative companies in service, those same activities often generate more than 50% of the profits.

## Benefits

The main drivers for a company to establish or optimize its service management practices are varied:

* High service costs can be reduced, i.e. by integrating the service and products supply chain.
* Inventory levels of service parts can be reduced and therefore reduce total inventory costs.
* Customer service or parts/service quality can be optimized.
* Increasing service revenue.
* Reduce obsolescence costs of service parts through improved forecasting.
* Improve customer satisfaction levels.
* Reduce expediting costs - with optimized service parts inventory, there is no need to rush orders to customers.
* Minimize technician visits - if they have the right part in hand, they can fix the problem on the first visit.

## Components

Generally, service management comprises six different capabilities that companies should consider for optimization:

* Service strategy and service offerings
* Service strategy definition
* Service offerings definition and positioning
* Go-to-market strategy
* Service portfolio management
* Spare parts management
* Parts supply management
* Inventory management
* Parts demand management
* Fulfillment operations and logistics
* Service parts management
* Returns, repairs, and warranties
* Warranty and claims management
* Reverse logistics
* Returns processing
* Remanufacturing
* Field service management or field force effectiveness
* Technician enablement
* Mobility
* E-learning
* Activity scheduling
* Service billing
* Customer management
* Order management and availability
* Channel and partner management
* Customer insight
* Technical documentation
* Assets, maintenance, task scheduling, event management
* Remote monitoring
* Diagnostics and testing
* Asset management/optimization
* Configuration management

## See also

* Customer service
* Enterprise architecture
* Managed services
* Service (economics)
* Service economy
* Services marketing
* Service design
* Service provider
* Service science, management and engineering
* Service system
* Strategic service management
* IT service management

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Original source: https://en.wikipedia.org/wiki/Service management. Read more

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