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Dave Hart is Vice President of Global Customer Transformation at ServiceMax from GE Digital, where he focuses on working with prospects and existing customers to understand and unlock the true value their field service organisations. Having started his career as a field service engineer, Hart has decades of field service management and customer transformation experience, most recently leading Pitney Bowes’ entire European Service organisation. During his more than a decade at Pitney Bowes, Hart also managed the international DMT (Document Messaging Technologies) service group, UK GMS (Global Mailing Solutions) group, and national operations of Pitney Bowes Management Services.

Service Gets Its Game Face On

When you hear the word “Chief” in anyone’s job title, several things come to mind: a senior management role overseeing an important business function associated with “strategy” and “power”, profitability and revenue growth. Someone who is leading a function that is critical to the success of a business. These are not usually adjectives associated with a company’s service department. Historically, the service department has been the ugly stepsister to sales – the ‘beige’ of all business units as it were. But there’s a quiet transformation happening in organisations all over the world. So much so, that its impact is warranting a new leadership role: the Chief Service Officer. Service is (finally) getting its game face on. So what’s the big deal and why is it happening now? Two key reasons ac...

Why You Shouldn’t Sell Your Product, But Rent It

When you hear the word strategy, most people don’t think of the words “fun” or “creative”, but I’ve always considered a company’s core business strategy as an opportunity to re-think the way things have been done before – a fresh look if you will. Strategic planning is full of potential. For instance, we all know that there’s rarely a single route to revenue growth. The trouble is that most management teams tend not to mess with the company strategy or business model if it’s working. This means any calls for a change of strategy are usually only heard defensively, when market share is under threat. There’s nothing wrong with sticking to something if it works, but that shouldn’t stop you from exploring whether your company can perform even better. Don’t just sit there with business blinders...

Shaking The Tree: Disruption Hits Capital Equipment Assets (And Why That’s A Good Thing)

If you had to pick a moniker for this decade, then “disruption” is a pretty good one. It’s now so pervasive that it’s almost become a cliché of itself. Everywhere you look, from banking to music to taxis and hotels, traditional business models and markets are being disrupted. All driven by technology being applied in innovative new ways. Now it seems it’s the turn of capital equipment assets and the machines themselves to be disrupted – or at least the way we manage, use and maintain them. Industrial downtime is no joke. Unplanned downtime in just about every industry has a significant impact. The Aberdeen Group last year reported that the cost of downtime across industries went up to $260,000 per hour on average between 2014 and 2016. That’s a huge jump with a considerable hit on any busi...

It’s About The Stock Turn, Stupid

Service engineers have a reputation for being kleptomaniacs – I should know, I used to be one. They can be hoarders when it comes to parts. I get it. They’re just trying to do their job with minimum fuss or delays. More often than not, when faced with a spare part problem, service engineers will typically order more than they need and keep a few spares in the van, just in case. You never know – future jobs may have the same issue. The theory is that this approach will save them time. Well yes, if that part is actually needed on a regular basis, in which case it should be reported back as there is clearly a consistent fault somewhere. But what if it isn’t needed? And how long do you keep it? The problem is that inventory can be a huge cost to the business, large or small. It ties up large a...