Discovery from The Service Business

1. Discovery
Discovery is a unique set of tools, methodologies and business analytics used to provide a
comprehensive insight into your service business.
Discovery untangles the complexities of the service supply chain and clearly identifies the opportunities
to increase profit, reduce cost, improve performance and release cash.
Discovery supports service business strategy in understanding service goals, identifying current
positional strengths and recommending future strategies for service excellence.
The Service Business Ltd
IC3 Keele Science Park, Keele, Staffs, UK ST5 5BG
Tel : +44 (0)1789 415031
www.theservicebusiness.com

2. Speaking from Experience
The Service Business is uniquely positioned with strength in depth of service professionals with practical
experience in all the major areas of service delivery and management
Service Guaranteed
The Service Business applies proprietary tools, algorithms, simulations, modeling techniques and what-
if calculations to actual client data to discover opportunities for savings and service improvements.
Historical data is loaded onto our systems and optimisation techniques applied to compare actual
results with what could have been achieved through different means. Throughout this process, we will
always respect our client’s core service values and the need to meet short term tactical objectives as
well as long term strategic goals. The Service Business routinely uncovers significant savings and tangible
opportunities for genuine service improvements that far outweigh any costs. Guaranteed.
Scope
Discovery covers the components listed below, but the actual evaluation will depend upon the client’s
particular needs and depth of Discovery required. A typical Discovery exercise will take 4-10 days on-site
and 6-15 days off-site, depending upon your objectives and the complexity of study. Full Service Parts
Optimisation (SPO) may require extensive modelling and should be considered separately.
The Discovery process starts with gaining a clear understanding of your business, service strategy, goals,
and key problem areas. Industry specialists from The Service Business will be called upon at various
stages throughout the process to provide industry expertise as required. Discovery is focused on
identifying tangible benefits, clear ROI’s and roadmaps for success.
Components
Service Parts Planning
Fill rates, inventory levels, inventory turns, stocking locations, sku’s, bom’s, authorised stocking lists,
safety stock, EOQ’s and inventory values. Cost of capital and holding costs. SLA’s and penalties. KPI’s
and service performance metrics. Supply chain collaboration. Demand forecasting, sensitivity and
planning accuracy. Planning skills, methods and tools.
- Performance and costs analysis
- Recommendations
Service Logistics
Stock locations and installed base. SLA targets and performance levels. Network optimisation.
The Service Business Ltd
IC3 Keele Science Park, Keele, Staffs, UK ST5 5BG
Tel : +44 (0)1789 415031
www.theservicebusiness.com

3. - Cost / benefit of modifying or redesigning the network
- Onshore, nearshore, offshore considerations.
- Freight costs and service levels
- Recommendations
Installed Base and Customers
Which customers and segments are profitable and why. Which customers are unprofitable and why. SLA
targets and performance levels. Controls.
- Over and under performance assessment
- Cost / benefit of increasing or decreasing service level by customer or segment
- Recommendations
Service Repair Loop
Scrap, replace, repair or refurbish. What, why, when, where, who. Repairers and locations, TAT,
performance measurements. Material consumption, screening process, functional testing and
diagnostics, disassembly. Recycling and scrap management. Warranty redemption.
- What to repair, when to repair, who should repair and where.
- Performance and costs analysis
- Recommendations
Service Parts Lifecycle Management
New product introductions. End of life. Over stocking and Obsolescence. Last time buy. Divisional and
inter-departmental communications. Part revisions, supercession, part chaining, alternates.
Components, assemblies and routable pools
- Performance and costs analysis
- Recommendations
Service Visibility
Service blind spots and knowledge black holes.
- Unblocking the knowledge gap
- Benefits and costs of creating a proactive and agile service business
- Practical considerations and costs implications for achieving real-time visibility
Call Centre & Process Management
KPI’s and performance measurements. Customer satisfaction. Diagnostics. Warranty management and
controls. Process flow and communications
- Performance and costs analysis
- Recommendations
Field Service Engineers
Planning, scheduling and dispatch performance. Engineer performance, skill levels and utilisation.
- Performance and costs analysis
The Service Business Ltd
IC3 Keele Science Park, Keele, Staffs, UK ST5 5BG
Tel : +44 (0)1789 415031
www.theservicebusiness.com

4. - Recommendations
Process
Initial Scoping
Understanding corporate strategy and key objectives for Discovery. Setting expectations and outlining
data and staff access requirements for research.
On site Research
Typically 4-10 days on site for interviews, fact finding and data gathering.
Analytics and Simulations
This is the heart of the evaluation. The Service Business applies proprietary tools, algorithms,
simulations, modelling techniques and what- if calculations to the data collected on site to uncover
tangible benefits and optimisation opportunities. Typically 6-15 days.
Presentation and Reports
Performance improvements, revenue opportunities, quick wins and major savings are presented to the
management team together with a detailed written report including recommendations and ROI’s.
“The Service Business has provided us with important insights into the challenging logistics and
services marketplace of EMEA. Their experience and tools have helped us provide more competitive
and lean service solutions for our OEM customers. Staging service inventories more strategically,
and making efficient use of in-country and regional logistics providers will translate into significant
savings for our customers, and a competitive advantage for Solectron.”
Will Fong, Director of Business Solutions Development, Solectron Global Services.
Oct 2007
“We are now starting a new phase where we have better control of our key performance parameters.
This has already had a positive impact on our business and especially in inventory reduction. We are
already tackling some of the issues that have been outstanding for years!!!”
Christophe Hubert, Senior Supply & Planning Manager, Packard Bell.
Oct 2007 The Service Business Ltd
IC3 Keele Science Park, Keele, Staffs, UK ST5 5BG
Tel : +44 (0)1789 415031
www.theservicebusiness.com