RWC’s Service Management is integrated into Supply Chain Management as the joint between the actual sales and the customer. Too often the focus is too narrow and does not account for the diversification desired by the consumer. Service management must accommodate inconsistent and uncertain demand by establishing more advanced information and product flows. RWC can provide the coordination necessary to satisfy the consumer needs, while simultaneously accomplishing profitability through scales of economy.
RWC recognizes the necessity to stay ahead of the competition through differentiation. However, it requires sound judgement and an awareness that the creation of too much new and remove the client from their target market. There is a cost to doing business and for some the product is the merely the means to activate the service, which is where profitability is achieved, hence the saying, “There’s a cost to doing business”.
Generally, Service Management comprises six different capabilities that organizations ought to consider:
1. Service strategy and service offerings
2. Spare parts
3. Returns, repairs and warranties
4. Field Service Management or Field force effectiveness
5. Customer management
6. Assets, Maintenance, Task Scheduling, Event Management
