文档介绍：Service Lifecycle Management
The Approaches and Technologies to Build petitive Advantage
PESA Vantage Point
What is SLM?
Mechanism to create the most profitable business model for the service business
Business processes supported by a technology backbone
business requirements
customer facing focus
increase share and profits
Applying technology to build Advantage
Integrated Processes ?? Competitive Advantage
Customer
Sales and Marketing
Logistics and Operations
Product/Configuration Management
Customer Support
Customer Case Tracking
Warranty & Claims Management
Customer Diagnostics
Scheduling & Dispatch
Product Genealogy & Configuration
Product Defect Management
Technical Documents
Service Order Management
Demand Visibility
Logistics
Vendor Managed Inventory
Inventory & Parts Planning
Channel Management
Pricing & Contract Management
Customer Intelligence
Product Catalog / merce
Order Management
Order promise
and
availability
Advantage is in Response and Accuracy
Why SLM Matters?
PESA Membership Requirements:
To be eligible for Industry Member status, pany must be a US-based manufacturer, wellsite pany or pany, with at least 50% of its sales to the drilling, production, refining, and/or pipeline segments of the petroleum industry3>.
Members Create Value – SLM Differentiates
SLM and the Revenue Opportunity
Customer Revenue Potential
Services Lifecycle
100%
0%
Initial sale
Customer
fortable
with Operation and Quality
50-70% of Revenue Potential
is not Realized
Investment to Address Potential Revenue Opportunity
Profitability versus IT Spend
Competitive Advantage Will Require Investment
Revenues, IT Spend and Profits in Product-Services
24%
20%
45%
76%
80%
55%
Revenue
IT
Profit
Product
Services
The IT Spend: Profit Ratio in the Aftermarket is higher in the
aftermarket than in the traditional products business
Service Lifecycle Management Model
hnical Content
Value