IBM service Order Fulfillment application provides the transparency needed to manage the movement of parts/components from the customer back to the seller or manufacturer due to defects, repair, or replacement. Using an IBM proprietary framework to categorize KPIs, Quality Executives, Managers, and teams can: - Improve overall cycle time in part returns.- Ontime Service Order Closure and Return Management.- Better performance on Delivery Rate, Approval Accuracy, and Return Rate.- Optimize inventory and associated costs.- Positively impact customer experience.
This is where IBM and Celonis Combine their Strengths:
Comprehensive Service Order to Closure dashboard.
On-time Service Order Closure and Return Management.
Better performance on Delivery Rate, Approval Accuracy, and Return Rate.
Optimize inventory, shipping, and associated costs.
Improved Customer satisfaction and productivity.
Improved SLA Compliance
Working Capital optimization with fewer shipment delays and process standardization.
The Trends view shows the progression of KPIs over time and helps in immediately identifying the performance deviations and cyclicity of KPIs. It can provide clues into areas for root cause investigation.
The Lead Time Analysis reveals where delays are occurring in the process with a detailed drill down into dimensions such as Contract type, Vendor Type, Service Order No. The Operational Manager can then identify the root cause for such delays and where the greatest opportunity for improvement exists.
The Return rate analysis helps to control the compliance on planned return dates vs deviation. Knowing where problems may exist helps to eliminate blockers and challenges to the business for return of goods.
The Delivery Rate analysis helps to control the compliance on check-in and planned dates, as well as adherence in actuals to planned duration of service orders (scheduling). Knowing where problems may exist helps to eliminate risk to the business.
The Customer Satisfaction Analysis provides a single view for Operations Managers to track the low customer satisfaction rate and its’ reason. Knowing where problems may exist helps to improve the overall customer satisfaction.
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