Webinar: Strategic Service Planning: Moving Your Service Business from Reactive Mode into Proactive Mode

Now Available OnDemand

Speakers:  

Joe Conti, Senior Systems Analyst, Southern California Edison
Sumair Dutta, Sr. Research Analyst - Service Management, The Aberdeen Group

Synopsis:

Chief Service Officers (CSOs) are looking to drive service revenue in 2011 while enabling improved workforce productivity to meet more demanding customer requirements. In a recent Aberdeen poll, 41% stated that revenue growth was the top goal for their organizations in 2011 and that service leaders have prioritized investments in performance management and analytical tools to:
• Forecast and plan for future service demand to ensure maximum resource utilization and satisfaction of customer and regulatory commitments
• Gain uninterrupted visibility into operational service performance and the link to customer satisfaction and retention
• Determine necessary investments to bolster service performance, both from a day-to-day as well as from a long-term service performance perspective.

Southern California Edison (SCE) is one of North America’s largest investor-owned electric utilities, and is advanced in their use of forecasting and planning tools within their field operation. Joseph Conti from SCE will discuss the SCE planning philosophy and the decision to automate the forecasting and planning process. He will provide an insight into SCE’s Enterprise Resource Planning (ERP) philosophy including the inputs and outputs of that process, information about the decision to automate, and their experience in implementing automation into the ERP process. Additionally, the presentation will cover change management concerns and lessons learned during the implementation.

View this recording to learn:
• Key service market trends in 2011
• CSO investment intentions for 2011
• Best practices in the use of performance information to strengthen service planning and execution

About the Speakers:

Joe Conti has been working with SCE for 5 years to re-design, streamline and optimize business processes in the areas of organizational and enterprise resource planning, performance management, work/project management and managerial/asset accounting. As a Senior Systems Analyst on SCE’s recent enterprise-wide SAP implementation, he was chief architect and co-project-managed the multi-environment solution to integrate SAP with ClickForecast/ClickPlan, forming a new platform for SCE’s mature-but-evolving resource-planning process. Mr. Conti holds a B.S. in Information Systems from the University of Redlands and a MBA in Strategic Operations and General Management from UCLA.

As an analyst in the service chain management practice, Sumair Dutta researches and examines how service executives are utilizing technology and streamlining business practices to improve post-sales service and support processes, analytics and management. Through benchmarking and analysis of Aberdeen’s fact-based research, Dutta examines how best-in-class service organizations are reengineering their service chains for optimum performance and increased profitability.