reinvent the way you manage your service supply chain
TRANSCRIPT
Reinvent the way
you manage your
Service Supply Chain
3 Global
Delivery Centers
Over 300+Employees
Worldwide6 Offices
Worldwide
100+ Clients
Served
Worldwide
11 yearsOf Enterprise
Applications
Development,
Deployment &
Outsourcing
Expertise
Enterprise ITServices Provider
StrategicPartnerships
Pune
NOIDA
LOS ANGELES
HEADQUARTERS
(San Jose, CA)
ORANGE COUNTYSAN DIEGO
About Jade Global
Agenda
Overview
Turing Potential into Profit
Challenges
5 Ways to improve your Service Supply Chain
The Service Supply Chain
Service Supply chain management is all about providing the right product in the right quantity to the right place and the right time.
Seems simple, but can get complicated…quickly.
Watch the Video
The Service Supply Chain – An OverviewContract Manufacturer Repair Vendor
Hub
Depot Depot
Customer Customer
Defective Returns
Defective Returns
Replacements Replacements
Agenda
Overview
Turing Potential into Profit
Challenges
5 Ways to improve your Service Supply Chain
Watch the Video
Turning Potential into Profit
• Many Organizations now have realized the profit potentialburied in their service business
• After-sales support provides a low-risk, long-term revenuestream, particularly when customers own products forextended periods of time
• Improving service quality increases customer satisfaction,which, in turn, increases new product sales
• As products become commoditized, new products developshrinking margins and become harder to sell, so opportunitiesto drive profit through enhanced service offerings increase
• The big challenge, however, is transforming that potential intoprofit
Agenda
Overview
Turing Potential into Profit
Challenges
5 Ways to improve your Service Supply Chain
Watch the Video
Challenges
• Lack of resources focused on services
• Complex and Global Nature Of Service Operations• Companies now have a variety of service offerings,
ranging from guaranteed damaged parts exchange,to two-hour response commitments for replacingfailed units
• Lack of Information Technology support• Though many companies invest in enterprise
resource planning and supply chain managementsoftware, these ERP and standard supply chainsoftware programs often fall short of meetingservice organizations' needs
• Lack of a holistic view of service operations
Agenda
Overview
Turing Potential into Profit
Challenges
5 Ways to improve your Service Supply Chain
Watch the Video
6 Ways to improve your Service Supply Chain
• Increase Parts Availability and Reduce Inventory CarryingCosts
• Automate and expedite order fulfillment process
• Increase operational efficiency and reach by utilizing 3PLs,Field Service Providers
• Increase B2B connectivity/ visibility into supplier-sideprocesses with suppliers, 3PLS and other trading partners
• Implement Technology Solutions for easier monitoring ofend-to-end Service Supply Chain
• Provide your customers with tracking capabilities byimplementing Mobile Technologies
Jade Global’s Service Management Suite
Service Delivery Process Overview
Create RMA
Order
Communicate
to 3PL
RMA Status
Communicate
to CM
Logistics
Planning
Return,
Replacement
and Repair
Customer
Support Site Call
Center
3rd Party Logistics Repair Vendor
ShippingShipping
Procure and
Network
Replenishment
Communicate
to Repair
Vendor
Shipping
Manual
Manual Manual
Manual
Manual
ManualManual
Manual
Replacement
Unit Shipment
Summary of challenges
Missed Customer SLAs
Inventory inaccuracies
Higher repair & transaction
costs!
Manual and redundant processes!
Warranty support losses!
Disparate systems!
Service Delivery Process Overview
Replacement
Unit ShipmentManual
Manual
RMA StatusCreate RMA
Order
Communicate
to 3PL
Communicate
to 3PL
Logistics
Planning
Repair and
Return
Customer
Support SiteCall Center
3rd Party Logistics Contract Manufacturer Repair Vendor
Shipping Shipping
New Buy and
Replenishment
Communicate
to Repair
Vendor
Shipping
Manual
Manual
Manual
ManualManual
Manual
RMA PortalWarranty
AutomationB2B
Integration
EMS/ Exception
Mgmt SolutionAlternate Parts
Planning Integration
Repair Automation
Escalation Management
Solution Components Recap
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