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Field Service USA 2014 (past event)
April 20 - 23, 2014
Omni Hotels & Resorts, San Diego, CA
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Ron Zielinski
Vice President of Global Customer Care
Coherent Inc.
Performance Workshop Day
Tuesday, August 4th, 2015
16:00 How To Position Service Internally To Gain Support Of Executive Staff For Investment And Change
The Challenge:
Intense competitive challenges and squeezed profit margins drive companies to evaluate and scrape every percent of spend wherever it can. Service organizations must compete against heavy internal competitors for C-level support and investment:
• R&D investment drives the very future of technology companies
• Operations and supply chains require investments in technology and supplier development to ensure critical supplies
• Other key functions such as IT and Marketing require investment to enhance efficiencies, reduce risks and secure additional revenue streams
Given the inherently hard to quantify returns on Customer Service investment, how does the Service Organization effectively compete with these sexier functions for a limited pool of spend and attention?
The Approach:
To effectively compete, the Service Leader must successfully assume a triad of personas:
1. Respected leader
2. Organizational Meteorologist
3. Chief evangelist for Service
Your organizational power is generated by #1, by navigating the business climate you can create the opportunities to assume the pulpit and evangelize.
The Workshop:
In this workshop, Ron Zielinski will share his recent journey, culminating in a BoD presentation considered by some leaders to be the highlight of that session and securing an invitation for a future presentation. As icing on the cake, he received a follow-on request for a personal favor by his CEO to provide personal guidance on service to a former investor, now acting as a COO for a hardware system supplier. He also managed to avoid a mandatory cost-cutting chopping block during the late summer annual budget process.