Posts tagged as:

service management

First Look – ServiceBench

June 29, 2009

I saw ServiceBench when I presented at the Warranty Chain Management Conference and got a chance to get a more detailed presentation just recently. ServiceBench is aimed at the Service Supply Chain and is now part of NEW (who also presented at the conference). The service supply chain is often very complex because of the [...]

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Driving customer loyalty in a disaggregated industry

March 12, 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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Bringing IT from the Back Office to the Boardroom

May 21, 2008

Marta Foster from Proctor and Gamble gave this presentation. Marta has been at P&G for 30 years and is now in charge of their IT operations. P&G is well known and is the largest consumer products company in the world with over $80B in sales. They have 138,000 employees, 200 brands in 160 countries and [...]

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Live from DAMA – Yin and Yang of Process and Data

March 18, 2008

Neil and I are attending the DAMA conference this week and I will be blogging from some sessions. First one (after a fairly long set of announcements) is the Tuesday morning keynote, Michael Blechar of Gartner on The Yin & Yang of Process and Data: Which Will Be King of the Next Generation of Applications? [...]

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Live from the SOA Consortium – Sandy Carter of IBM

December 12, 2007

I am attending the SOA Consortium meeting that is co-located with the OMG in Burlingame this week. The SOA Consortium was founded in 2007 and has grown from 11 to 81 members already. They do podcasts, case studies and work with people like Gartner to co-locate events around SOA and BPM.
Sandy Carter of IBM was [...]

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