A machine manufacturer encountered fierce competition and customer dissatisfaction in their field service. MS was requested to analyze the situation keeping in mind the strategy to double the service business volume. A project was established to analyze:
The specific reasons for dissatisfied customer from local service centers point of view
The working methods and service processes in five major service centers
The major finding was the need to redirect the customer needs towards proactive services in order to avoid conflict situations. The re-organizing based on needs, service concepts, processes and resources is in implementation phase.
