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Imperial Library
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Index
Cover Page
Title Page
Copyright
Dedication
Acknowledgments
Contents
Foreword by Joe Pinto, Cisco
Introduction
Rule 1 Rules Are Meant To Be Broken
Part I Sales and Marketing
Rule 2 Product Failures Are Opportunities to Delight Customers
Rule 3 Ask and You Shall Receive
Rule 4 Form Customer Advisory Boards to Build Loyalty
Rule 5 Know the Competition to Avoid Surprises
Rule 6 Win Against Competitors by Servicing Their Products or Not
Rule 7 Meet Specific Industry and Customer Needs
Rule 8 Field Service Is Critical To Your Brand
Rule 9 Develop the Perfect Services for the Perfect Customer
Rule 10 Field Service Is Not Just “Break/Fix”
Part II Operations
Rule 11 Shit Happens—Plan Ahead and Be Prepared
Rule 12 You Can’t Get What You Don’t Measure .
Rule 13 Engineering Change Orders Can Be Field Service Financial Disasters
Rule 14 Pay Attention to Returns
Rule 15 Help Customers Determine the Cost of Downtime
Rule 16 Consider Outsourcing
Rule 17 It’s Good to Be Green
Rule 18 Build and Maintain Accurate Installed Base Data
Rule 19 Train Your Teams to Deal with Counterfeits
Rule 20 Field Service Feedback Is Essential for New and Improved Products
Rule 21 To Get Where You Are Going, You Need a Road Map
Part III Supply Chain and Finance
Rule 22 To Bill or Not to Bill—That Is the Question
Rule 23 Move Customers to an Annual Maintenance Contract
Rule 24 Anticipate International Supply Chain Kinks
Rule 25 Trunk Inventories Are Costly
Rule 26 Inventory Turns Are Irrelevant
Rule 27 Plan for Mergers and Acquisitions
Rule 28 Refurbishments Are Profit Enhancers
Part IV People
Rule 29 Talent Acquisition and Retention Can Be Challenging
Rule 30 Design Your Service Organization Then Add the Right People
Rule 31 Pay Attention to Your International Organization or Pay the Price
Rule 32 Get the Right Fit for Your Business—FSEs vs. FSRs vs. FSTs
Rule 33 Deploy International Field Service Staff Selectively and with Care
Rule 34 Field Service Is Your Second-Best Sales Force
Rule 35 Train, Train, Train
Rule 36 Training Can Be Profitable
Part V Internal Departments
Rule 37 The Toughest Customers Are Your Internal Friends
Rule 38 Avoid the Executive Tourist Trap
Rule 39 Channel Executive Involvement
Rule 40 Build a Strong and Effective Relationship with Your IT Team
Rule 41 Dealing with Procurement Is In Your Best Interest
Rule 42 These Are Our Rules—What Are Yours?
Appendix A Contributors’ Biographies
Appendix B Software Solutions for Field Service.
Appendix C Consulting Audit Checklist
Appendix D Field Service Key Performance Indicators
Appendix E Assessing Your Field Service Current State
About the Authors
42 Rules Program
Other Happy About Books
A Message From Super Star Press™
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