8th
June
2009
myDials is a company focused on optimizing operational performance by delivering timely, relevant, actionable performance metrics, contextual information, guidance and “every person” analytics. On June 8th they announced myDials 3.0. myDials is focused on helping all employees focus on the monitor/analyze/adjust cycle that helps ensure that operations remain in synch with company strategies and plans. [...]
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posted by James Taylor in BI, Product News |
4th
June
2009
I wrote a pair of articles for BR Community on Decision Management and Six Sigma:
Six Sigma and Decision Management — Introduction
Six Sigma and Decision Management — An Example
Enjoy.
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posted by James Taylor in Decision Management |
27th
March
2009
Warranty Week (Computer Warranty Trends, 26 March 2009) had an interesting article this week about the rising rate of warranty claims in computer companies:
While other industries are seeing claim rates rise and accrual rates fall, warranty providers in the computer industry are seeing claims rise slightly and accruals rise a lot
This prompted me to write [...]
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posted by James Taylor in Decision Management |
12th
March
2009
Kevin Hogan of Accenture talked about how implementing a warranty system can drive harmonization and competitive advantage. His focus was on a recent case where they helped a company implement an SAP-based Warranty solution. The case is a global heavy equipment manufacturer with about a focus on Europe and North America. They were running 4 [...]
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posted by James Taylor in Uncategorized |
12th
March
2009
Steve Zannos of NEW Customer Service Companies presented on customer loyalty in an industry with lots of third parties involved. NEW provides service support to companies who sell products and works with 30,000 independent service agents – everything from single technicians to large depots to national networks. They try to drive customer loyalty through this [...]
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posted by James Taylor in Decision Management |
12th
March
2009
Frank Kozlowski of Kohler presentedf on a web-based warranty system. When they set out to develop the system their goals were to move to a start-of-the-art, easy to use system that was web-based so dealers could enter claims directly anywhere in the world (they have 12,000 dealers). They wanted to reduce their cycle time from [...]
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posted by James Taylor in BPM, Business Rules |
12th
March
2009
Jim Johnson of IBM gave IBM’s point of view on quality lifecycle management. Jim works in Global Services and works with auto and truck manufacturers. IBM’s research shows:
That warranty reserves accrue at between 1% and 3% of sales and this is continuing to increase.
Detection to correction cycles average over 100 days and can exceed 220
Electronics [...]
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posted by James Taylor in Analytics, BI, Business Rules, Decision Management |
12th
March
2009
Kjell Hammerstrom of Sun presented on warranty costs. Product management teams specify warranty term duration and terms of warranties on products while procurment teams negotiate warranty terms with equipment manufacturers (many of Sun’s products are built by a manufacturer like Qunta, Mitac, Celestica). However the process was not collaborative – products would be released with [...]
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posted by James Taylor in Strategy |
12th
March
2009
Doug Maddox discussed how Chrysler has worked on warranty waste and performance measures to help prevent and eliminate it. In the past, Chrysler had relied on Expense per Unit Repaired to monitor dealers but this was easily manipulated (high cost repairs could be hidden) and it drove adverse behaviors because dealers would refuse to perform [...]
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posted by James Taylor in BI |
11th
March
2009
Rob Pritchard of Infosys presented on the power of business rules in warranty. His focus is on agility – most warranty systems are inflexible and hard to change. Organizations cannot make changes to warranty policy to respond to competitors, can’t create what-if scenarios, can’t tighten claims control or pre-valid claims or repairs. These problems come [...]
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posted by James Taylor in Business Rules |