Event Detail

In business, one often hears that the service department is not really profitable. Headquarters is always demanding an ever increase in profitability. On the other side, sales departments often complain that they lose projects and customers due to insufficient or slow servicing of customers. Further, the service managers complain regarding the lack of staff and the need for more service staff to cope with all service issues. Sounds familiar? Then what are the solutions beyond hiring more service engineers and thereby further increasing your personnel cost? First of all, it is more important to look towards increasing the efficiencies and effectiveness of your existing service operation and not simply adding staff to handle the service issues. We're sure you got that already, but to address servicing problems, the core element for improvement is an analysis of the actual workflow and only then look to develop and implement a new, efficient and effective workflow. Only as a last resort should you look to add additional staff to handle servicing issues. But how best to accomplish this complex task involving the service, sales, finance and other departments? That is exactly what this month's B2B Sales Committee presentation aims to answer. Our speaker will clearly articulate that service can be a major profitable marketing tool within your organization. Dr. R. O. Stapf will speak to the "whats", "how-tos" and necessary steps to improve your service organization to the required level of performance, thus positively impacting both your customer and your company. Dr. R. O. Stapf is a published international business executive with 20+ years of experience in service management, service operations improvement, and the former general manager of Draeger Japan. He holds a PhD from Osaka University and is also founder of The Service Institute Japan (TSIJ), which focuses on assisting companies in strengthening their service operations in Japan. Please join us to learn how you can increase your company's profitability by making service your major profitable marketing tool. VENUE: Tokyo American Club, Manhattan (B2) MAP: NOTE: This meeting is OFF THE RECORD