What does it take to become a best-in-class service provider? Communication and collaboration, says Ken Grace, a project engineer in Whirlpool’s service repair parts division.
Information flow—between the customer, the service organization and product teams—is key to driving customer satisfaction and maintaining a competitive edge.
From an engineering standpoint, closing the loop means not only including service requirements in early product specifications, but also incorporating the feedback that’s gleaned throughout the service lifecycle.
Traditionally, for engineering teams, the lifecycle of a product is over once it hits the market, but in today’s service economy that lifecycle is only just beginning.
Monitoring feedback from the service organization allows engineering teams to address failure trends and other design flaws, ultimately enhancing a product’s design and performance.
But communication and collaboration between engineering and services is not always easy to achieve, especially inside global organizations.
Service information needs to be captured and shared clearly and accurately, and for that you need the right processes and technology in place.