Product Services

Our approach is focused on product in-the-field use and product service management.  Product issues are identified thorough service data analysis and may include configuration and manufacturing issues.  Service issues are evaluated and classified as people, process, support systems, or service parts.  Measuring product service organizations against industry benchmarks is a key capability. Improvement recommendations, and implementation assistance, are part of product service offerings.

Customer Services

Our approach is centered around the Customer Satisfaction Management (CSM) Model from measurement to management.

"CSM - From Measurement to Management"

"CSM - The Service Product"

"CSM - Advanced Data Analysis"

Operations management requires an effective P-D-C-A cycle (Deming), a DMAIC cycle (Six Sigma) or other closed-loop feedback for customer satisfaction. This is true whether a firm is using the ISO 9000:2000 standard, the Baldrige criteria or other business model.

We have a series of Packaged Services engagements - centered around our "Customer Service Maturity Model" - that measures, analyzes, and closes the loop on improving customer satisfaction.

We approach Customer Service from the 'customer perspective' (i.e. what does the customer value regarding satisfaction). This includes understanding the makeup of satisfaction, the measurement of satisfaction and the feedback loop required by ISO 9000:2000, Malcolm Baldrige, Six Sigma, Total Quality Management and other standards and methods.

Logistics Support Services

Our approach is centered on logistics service quality and logistics management. Support service issues are identified thorough service metrics and logistics data analysis.  Support service issues are evaluated and classified as people, process, systems, or materials. Logistics support may include outsourcing and 3rd party logistics. Improvement project recommendations, and implementation assistance, are part of logistics support service projects.

Asset Management Services

Our expertise and experience is in the delivery and support of asset management services provided as a service. We recommend and help make improvements to asset management. Projects typically  consist of management of dynamic assets or of permanent assets such as facilities. Facilities maintenance management (where maintenance service efficiencies using systems or contracting is important) is a staff capability.

IT Services

Our expertise and experience is in the delivery and support of IT Services provided by Information Technology organizations. We accomplish improvement to IT Services processes and organizations by following the ITIL  best practices framework (Information Technology Infrastructure Library).  ITIL is a widely accepted model for IT process control, quality, efficiency and effectiveness. Operational service using consolidated IT asset service contracting is a key capability.