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Top : Customer Service - Manufacturing Sector: Manufacturers tend not to deal with the end consumer of their products, but customer service is probably even more important, since poor customer service even to a single distributor or retailer can mean losses of millions of dollars. Learn more here.
Articles:
Building Quality Into Design Engineering - by Gavin FinnEngineering design offers companies a whole new arena within which to apply quality practices. The first step is often a quality audit. When the aerospace company performed a quality audit of its design process, it discovered that 50 percent of the errors found in the design data would have led to critical fabrication errors. These errors would have rippled through manufacturing. The moral of the story is that design quality is tied inextricably to finished product quality and, therefore, to a company's ultimate success. (Added: 3-Feb-2006 Hits: 806 )
Service Is An Overlooked Ingredient For Success In Manufacturing - by RICHARD McCORMACK
Manufacturing companies that do not pay close attention to the potential growth that exists on the service side of their business are "putting their entire business models at risk," says a new study from Deloitte Research's Global Manufacturing Industry Practice. "Confronted by low-cost competitors, the escalating complexity of their global supply chains, and ever-increasing customer demands, manufacturers ignoring the needs of the service business do so at their peril."""In benchmarking the services offered by global manufacturers with combined revenues of $1.5 trillion, Deloitte found that some of the best performing companies are generating 50 percent of their revenue from services. The average revenue generated from services is 26 percent. (Added: 1-Nov-2010 Hits: 352 )
Just In Time - by n a
Just In Time (JIT) is an inventory strategy implemented to improve the return on investment of a business by reducing in-process inventory and its associated costs. The process is driven by a series of signals, or Kanban (Jp. %u30AB%u30F3%u30D0%u30F3 also %u770B%u677F), that tell production processes to make the next part. Kanban are usually simple visual signals, such as the presence or absence of a part on a shelf. JIT causes dramatic improvements in a manufacturing organization's return on investment, quality, and efficiency. (Added: 3-Feb-2006 Hits: 858 )
IndustryWeek : New Tech Trends in Manufacturing Customer Service - by Brad Kenney
New technologies and data-driven focus are enabling more agile, responsive customer-service departments, both inside and outside the manufacturing enterprise. (Added: 12-Jun-2010 Hits: 598 )
Manufacturing Builds On Customer Relationships - by Phillip Britt
The word manufacturing brings to mind large machinery, factories, and mechanical processes. But manufacturers are discovering that to maximize their sales and profits they need to rely on CRM software as much as they do on the nuts and bolts of the manufacturing process. Unlike B2C companies manufacturers rely on CRM practices and technologies to help sell to customers both directly and indirectly (through dealers and retail outlets). (Added: 1-Nov-2010 Hits: 415 )
The Service Revolution - Manufacturing's Missing Crown Jewel - by Jeffrey J. Glueck, Peter Koudal and Wim Vaessen
Henry Ford wasn't just a brilliant supply chain innovator. He was a natural entrepreneur who understood business in all its dimensions. "A business absolutely devoted to service will have only one worry about profits," he said. "They will be embarrassingly large."""Ford's assertion, unfortunately, appears to have gone unheard by many of today's manufacturing companies, who consider themselves designers and producers of tangible products rather than providers of integrated solutions to customers' broader needs. Too often, manufacturers view their service operations as ancillary businesses separate from and by no means equal in strategic or operational importance to the "core" product business.1 That mindset is as risky as it is outdated. (Added: 1-Nov-2010 Hits: 431 )
New Product Development -- Lesser Royals (Customers and Manufacturing) - by Richard Osborne
The customer may be king, but too often he's given less than the royal treatment. (Added: 16-Jun-2005 Hits: 1002 )
Mapping Eliminates Mystery For Manufacturing Customers - by na
"Where's my order?" is perhaps a customer's most frequently asked question. And how a company answers this question is a hallmark of its customer service. At Bay Cast, a manufacturer of specialty steel castings, in Bay City, Michigan, customers get the answer before work on an order commences.""When a job begins, each customer receives a detailed "road map" displaying the various manufacturing steps the order will take and the time it will require. (Added: 18-Jul-2005 Hits: 1320 )
Manufacturing Builds On Customer Relationships - CRM Magazine - by Phillip Britt
Just an additional comment on definition. You are using an extremely broad, and perhaps misleading definition of customer community, and as such you are including blogs. The reason that's significant is that on blogs, regular customers/users are not able to INITIATE conversations, hence I don't see them as legitimate communities. I tested more of your links and while I found some that match my definition of a customer community (.e.g., Adobe), most that I sampled are blogs. Without the ability to initiate conversation, how are blogs "communities" for customers to get help? (Added: 18-Sep-2011 Hits: 141 )
Your customers might be your best employees - by Carol Weiszmann
It's a demand oriented world. And for manufacturers, that means knowing what your customers want and finding innovative ways to deliver it. But this mandate can not be achieved in isolation. To succeed, you need the help of your customer service operations department."In this first installment of a two-part series exploring the role that collaboration and customer service take in innovation, four manufacturing experts share their insights. Experts include: New York City-based Deloitte Consulting LLP, Doug Engel, national manufacturing industry practice leader; Scott Akman, national director, manufacturing industry practice; Jonathan Copulsky, managing principal, customer and channel strategy practice; and, from Boston, Massachusetts-based AMR Research, Inc., Laura Preslan, research director for customer management. (Added: 1-Nov-2010 Hits: 314 )
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