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Library: Clients: Success
Stories:
GE Consumer and Industrial
GE Consumer and Industrial provides field service for
GE and other appliances. The organization cares deeply about delivering
quality service.
GE has a deserved reputation for well-run and efficient businesses.
Even before the ServicePower project started at GE Consumer and Industrial
(formerly GE Appliances), the organization had invested a large amount
of effort over many years to refine its processes and IT business
support. Their goal has always been to ensure that they delivered
world-class service at the required level of operating cost. However,
the executive team was determined to stay ahead of the game – they
knew that with the right technology they could optimize the service
delivery business still further and make improvements in customer
service while maximizing technician and dispatcher productivity.
GE knew it could improve the performance of its consumer products
division, which repairs appliances found in domestic and commercial
environments across the U.S. They have approximately 1200 technicians
covering 118 zones in six regions. At the start of the project, GE
Consumer and Industrial used six call centers to take service calls
and dispatch technicians, and GE Consumer and Industrial knew that
in order to reach the goals set by management, which involved “breaking
through” that glass ceiling of customer service, then it needed
to improve its technology.
With the introduction of SERVICEPower,
GE Consumer and Industrial planned for an ROI within three years,
but recouped their cash outlays in just one year.
The introduction of SERVICEPower has also
delivered the following benefits to GE Consumer and Industrial and
its customers:
- Service consistency improved across the country
- A higher probability of the appropriately skilled technician
arriving on time to GE’s service organization
- First-time repair rates improved to between 85 and 90 percent
- Real-time visibility into the performance of the service organization
- Call takers-dispatchers-field technician communication improved
- Increased productivity from the field – now running at
8 – 8.1 jobs per day
- A platform for continuous improvement
- A reduction in human dispatcher resource needed to create and
maintain a schedule
- Dispatch centers consolidated from 17 to 2
- Reduced the number of productivity specialists by 30%
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"We selected SERVICEPower because
of their proven ability to deliver real benefits to
our service operation. We were already very efficient
but recognized that to break through the productivity
glass ceiling required a new generation of technology,
which supports our commitment to remain the best in
the business."
~Darryl Miller
general manager of factory service at GE Consumer and
Industrial |
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