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January 31, 2023 at 6:48 pm
How would digitization fit into the services industry. For example, in the facilities management business. One example I can think about is an estimation that a field agent can do for a service like a cleaning job. How else can this feature in such a business.
Ken Garrett says
February 1, 2023 at 9:42 am
A practical example that affected me was when our oven needed to be repaired. I called the manufacturer (they handle repairs) and gave them the model number and a brief description of the problem (ie wasn’t heating up!). Digitization was then involved as follows:
1 Looking at technicians’ appointments – date, time and place – and finding an appointment that suited me and was reasonably efficient for them to supply. Emailing me the appointment details.
2 An automated message the day before to remind me.
3 An automated message about 1 hour before the appointment to keep me updated.
4 The technician appeared with a tablet that held all the parts diagrams etc for all their models of kitchen equipment (no need for bulky manuals. Airline pilots have the same for pre-flight checks etc).
5 The technician performed diagnostic tests using information in the tablet as required.
6 He went to his van and produced the required part which had been given to him that morning based on the oven model, their knowledge of likely problems (partly derived from repair statistics) and my brief description of the problem. So no need to go back to the depot, collect the part and make a second appointment.
7 He fixed the oven, looking at part-diagrams on the tablet as required.
8 From the tablet he emailed me the HUGE repair invoice and was able to process my payment.
August 11, 2020 at 3:26 pm
Excellent and super videos !!!
July 13, 2020 at 2:06 pm
Excellent, am relating this topic to my organisation when we moved our salaries and wages to digital.Though there were technological and organisation risks,cost savings was fully realised and time management!
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