Marketing Missiles 2.1

Jan 31, 2013 | Marketing

In the Construction Equipment market the parts and service groups have very low market capture rates. I don’t think that any customer service provider is aiming to have less than a 50% or even less than a 25% market capture rate. Yet that is where the parts and...

Warehousing

Jan 30, 2013 | Parts, Training

The prevalent thinking is that a warehouse is strictly a store room. How wrong can we be? I remember visiting a consumer goods distribution center in Chicago and watching in awe. The order pickers were given a days work when they arrived and told they could leave when...

Technology Tidbits 1.0

Jan 30, 2013 | Technology

The current crop of Dealer Management Systems (DMS) mostly provides process management tools rather than business improvement tools. This appears to be the continuation of the evolution of systems from the service bureau days when computers were overly expensive and...

Technology

Jan 30, 2013 | Technology

We comment on a series of subjects related to the capital goods industry supply chain; from parts to service to management and to my take on filosophy. I am introducing a new one this week – Technology. I will attempt to address various areas of the use of...

Service Statement 2.0

Jan 29, 2013 | Service

I receive comments to my posts – thank you all – and I would like to address one of them more completely than a comment response. Technicians, in the field, should be able to leave an invoice with the client upon completion of the work! This is a subject that is near...