How do you measure the effectiveness of your post-sales service organization? Many manufacturers resort to the time-honored customer satisfaction survey. But, while such surveys give you an overall sense of where you stand, they usually aren't able to tell you in great depth where your services organization is strong and where it needs work.
At least one group of manufacturers now has an alternative to the ubiquitous customer satisfaction survey. High-tech manufacturers interested in gauging the maturity of their service organizations can apply to have them certified under a program rolled out in May by the Association for Services Management International (AFSMI), a nonprofit professional association.
The AFSMI Field Service Practices (FSP) certification is targeted at high-tech manufacturers that provide field technical support, traditional break/fix repairs and product maintenance services. It is based on best practices in 109 categories to which excellent field services organizations should adhere such as staff development, customer loyalty and retention programs, and service request resolution. Besides demonstrating processes that support those practices, manufacturers applying for the FSP certification also will need to show that they've deployed several automation tools and processes including service request/resolution systems; alert systems and other management productivity tools; scheduling systems; and time tracking and activity reporting tools.
The FSP certification was developed by AFSMI in cooperation with Service Strategies Corp. (San Diego), a services consulting firm. Manufacturers sponsoring the program include Abbott Laboratories, McKesson Corp. and Rockwell Automation. In addition to the FSP certification, Service Strategies and AFSMI in May rolled out the Professional Service Practices certification for system integrators and other professional service providers.
Manufacturers using the FSP program to improve field services will typically use the 109 best practice elements specified by the program to identify and correct weaknesses in their post-sales service organizations, says Greg Coleman, vice president at Service Strategies. In order to receive final certification, service organizations must undergo an independent audit.
The cost of completing the certification program varies by company size and location, says Coleman, adding that an average-sized business unit located in the U.S. can expect to pay $35,000, not including audit fees. Manufacturers receiving certification are allowed to use the FSP logo on their Web sites and in marketing materials, he says.