A Resilient Services Framework, Part 2

A Resilient Services Framework, Part 2

Part 2: Ensuring Positive, Predictable Outcomes In our last post, Mike Stolz described what makes up a resilient services framework and how to build such a network for your organization. Having held service leadership positions at multiple OEM organizations throughout...
A Resilient Services Framework, Part 1

A Resilient Services Framework, Part 1

Part 1: Defining a Resilient Services Framework If there’s one thing that the COVID-19 pandemic has made clear to those of us in the service industry, it’s the importance of resiliency in our operations. Many organizations have been challenged this year in their...
The Risk of a Trunk Stock Model

The Risk of a Trunk Stock Model

Over the years, we’ve seen that the major cause of customer dissatisfaction with OEMs has been slow service response times. The effects are tangible; in the medical world, for instance, the mission-critical equipment that doctors and nurses need to help patients stay...