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其他書名
A Cookbook for Design, Delivery, and Management
出版Springer Nature, 2022
ISBN30308051159783030805111
URLhttp://books.google.com.hk/books?id=7yZBEAAAQBAJ&hl=&source=gbs_api
EBookSAMPLE
註釋Modern Industrial Services -- Foreword -- Acknowledgments -- About This Book -- Contents -- About the Authors -- List of Cases -- 1: Understanding the Barriers That Slow Firms Shifting from Products to Services -- 1.1 How This Book Works -- 1.2 Product-Service Systems and Servitization -- 1.3 The Journey to Services -- 1.4 Learning to Understand Complex Systems -- 1.5 Seven Barriers Stopping Firms from Moving to Services -- 1.6 Further Reading -- References -- 2: Overcoming the Barriers to Service Excellence -- 2.1 Customers -- 2.1.1 How Do We Get Our Sales Team to Be Effective in Services? -- Case 1 Learning to Capture Relevant Operational Information to Support Pro-active Sales -- Case 2 Splitting Sales Teams to Focus on Either New Equipment or Service -- 2.1.2 How Do We Coordinate with Our Customers/End-users? -- Case 3 Learning to Identify Customers ́ Service Trigger Points -- Case 4 Learning to Understand Its Customers ́ Buying Process -- 2.1.3 How Can We Reach the End-User When the Equipment Is Sold via an Installer/External Partner? -- Case 5 A Firm Sells to an Installer Yet Was Able to Develop a Relationship with the End-User -- Case 6 The Installer Wants to Provide Services to the OEM ́s Customers (the End-Users) -- 2.1.4 How Can We Promote a Solution to the End-User When the Equipment/Service Is Delivered via an External Partner? -- Case 7 Learning to Understand Installers as Well as End-Users -- Case 8 Sharing the Sales Leads and Getting Rewarded for It -- 2.1.5 How Do We React When Our Customers Ask Us Explicitly for New Services? -- Case 9 New Service Development Is Different to New Product Development -- Case 10 A Firm Has Been Asked by Customers to Deliver New Services -- 2.1.6 How to Manage Delivery When Our Customers Want to Perform Some of the Tasks Themselves? -- Case 11 Building Field Services in Collaboration with Customers.