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42 Rules for Superior Field Service: The Keys to Profitable Field Service and Customer Loyalty Kindle Edition

by Rosemary Coates (Author), Jim Reily (Author) Format: Kindle Edition
4.4 4.4 out of 5 stars 19 ratings
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With few exceptions, the service business is viewed as a "necessary evil". Servicing products, after they are sold and in customers' hands, is frequently overlooked and can be a source of customer dissatisfaction and profit loss. This thinking results in missed opportunities to convert customers into advocates and to generate significant business revenue.



If you are in the field service business, you should be designing solutions that benefit the customer and are profitable for your company. This includes developing a field service strategy, organizing the service business, optimizing field inventories, implementing Customer Relationship Management (CRM) and tailoring sales incentives.



Complicating field service operations in today's environment is the global nature of the installed base and where in the world your products and spares are manufactured. Sourcing global parts, managing the parts supply chain and the investment required are the things that keep managers up at night.



This book provides 42 essential rules to benchmark and develop a global service business. You will learn:

  • How to develop a profitable field service strategy and organization
  • How to survey customers and drive improvement in field service operations
  • The impact of poor field service on the bottom line
  • What to do in an emergency
  • What to consider when developing field repair inventories
  • What systems and tools to consider
  • …and much more




Rosemary Coates and Jim Reily have a combined 50+ years of global manufacturing and field service experience from companies such as Hewlett Packard and Cisco as well as the US Military. In addition they have worked on consulting engagements with a proven track record of amazing field service results. They offer insights and recommendations based on real-world experience

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  1. Print length
    143 pages
  2. Language
    English
  3. Sticky notes
    On Kindle Scribe
  4. Publication date
    May 10, 2013
  5. File size
    1190 KB
  6. Page Flip
    Enabled
  7. Word Wise
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  8. Enhanced typesetting
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Product details

  • ASIN ‏ : ‎ B00DF557VO
  • Publisher ‏ : ‎ Super Star Press (May 10, 2013)
  • Publication date ‏ : ‎ May 10, 2013
  • Language ‏ : ‎ English
  • File size ‏ : ‎ 1190 KB
  • Text-to-Speech ‏ : ‎ Enabled
  • Screen Reader ‏ : ‎ Supported
  • Enhanced typesetting ‏ : ‎ Enabled
  • X-Ray ‏ : ‎ Not Enabled
  • Word Wise ‏ : ‎ Enabled
  • Sticky notes ‏ : ‎ On Kindle Scribe
  • Print length ‏ : ‎ 143 pages
  • Page numbers source ISBN ‏ : ‎ 1607730707
  • Customer Reviews:
    4.4 4.4 out of 5 stars 19 ratings

About the authors

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  1. Jim Reily

    Jim Reily

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    Jim Reily is a Principal at R&R LLC, a field service, service logistics and operations consultancy. Prior to forming R&R, Jim was the Vice President, Worldwide Service Operations for Cymer Inc., leading the global field service, service parts supply chain, training, technical documentation and technical support teams. Jim joined Cymer from Cisco Systems Inc. where he was the Vice President, Technical Support, responsible for Cisco’s global network of on-site service engineers, service parts depots, as well as the service inventory management, service supply chain contracting, repair, and quality teams.

    Jim served in the US Navy for 25 years as a Supply Corps Officer, specializing in aviation logistics, inventory management, financial management, and information technology. He was the Executive Officer of the Fleet & Industrial Supply Center, San Diego, providing logistics support for the Pacific Fleet Naval Forces and he commanded the Defense Mega Center, San Diego, providing hosted information services in maintenance, logistics, payroll and administration for all Naval Forces in the western United States, Hawaii, Japan, and Indian Ocean areas. He holds the rank of Captain.

    Jim has spoken at numerous service supply chain, field service and logistics conferences. He was selected and one of the Top e-business and e-supply chain executives for his innovative work on virtualizing service supply chain operations.

    Jim holds a MA in National Security and Strategic Planning from the Naval War College, where he graduated with distinction. He also holds a MS in Financial Management from the Naval Post Graduate School, a MA in International Relations from Salve Regina University and a BS in Industrial Engineering from the Ohio State University.

    See more on the author's page
  2. Rosemary Coates

    Rosemary Coates

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    Full content visible, double tap to read brief content.

    Ms. Coates is the President of Blue Silk Consulting, a Global Supply Chain Management consulting firm. She has 25+ years of consulting experience with over 80 clients, worldwide. She has considerable international experience and has worked for extended periods in Asia and Europe.

    She is also the Executive Director of the Reshoring Institute, a collaborative effort with several American universities. She is passionate about bringing manufacturing back to America.

    In addition to consulting, Ms. Coates is an Expert Witness on legal cases involving global supply chain matters. She is a popular speaker at events all over the world.

    Ms. Coates earned an MBA from the University of San Diego and a Bachelor of Science Degree in Logistics and Transportation from Arizona State University. She teaches Global Supply Chain Architectures and Strategies at UC Berkeley.

    Ms. Coates has lived and worked in Silicon Valley, California, since 1989.

    See more on the author's page
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Customer reviews

4.4 out of 5 stars
4.4 out of 5
19 global ratings

Top reviews from the United States

Alper Gunduz
5.0 out of 5 stars Must read for Field Service Engineers and Field Supervisors
Reviewed in the United States on March 11, 2018
Verified Purchase
I am on my way to becoming Field Service Supervisor, and I am trying to study as much as possible out there. I found this short read the most relevant to my work (medical device) as the 42 points are very pertinent. Not every point applies to my scope of work, but the book does engage you to see how others approached issues and helps to rhetorically ask questions.

The book can be easily read in one sitting or multiple sittings as there are 42+ 3-4 page chapters.
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Ed
5.0 out of 5 stars 42 Rules for Superior Field Service
Reviewed in the United States on July 26, 2013
Verified Purchase
I highly recommend this book for some one looking for ways to improve their Field service operations. The rules are very easy to follow and easy to implement if you choose to do so. I have been looking for this type of book for over six months now and I'm glad I finally found it.
2 people found this helpful
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MMM
4.0 out of 5 stars Good read for quick hitters on service improvements
Reviewed in the United States on February 7, 2014
Verified Purchase
Pretty simple stuff, but really does a good job of putting it down in black and white what service companies need to be doing well.
2 people found this helpful
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M Teixeira
5.0 out of 5 stars Useful for daily planning of FS Operations
Reviewed in the United States on March 3, 2015
Verified Purchase
Very clear language. Contains several tips for Field Service Managers especially for those who came from technical positions.
Definitely will recommend.
One person found this helpful
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Bonnie Jo Davis
5.0 out of 5 stars Excellent Book For Both Big And Small Companies
Reviewed in the United States on July 11, 2013
I found it interesting that the authors of this book, Rosemary Coates and Jim Reily, did not know each other before writing this book. They spent two years interviewing executives from various companies and combined that information with their experience in global manufacturing and field service to create this material.

There are many tips from executives in large companies like Cisco and General Electric that will help readers think bigger when it comes to field service. So many topics are covered in this book that it will make your head spin: procurement, mergers and acquisitions, counterfeit parts, maintenance contracts, trunk inventories, dealing with international staff and more. The information is broken down into bite sized chunks that are easy to digest.

My favorite rule was #4 "Form Customer Advisory Boards to Build Loyalty". The time to get customer input is before a crisis happens. The authors recommend that you invite your top 20% of customers in terms of revenue and find out what they want and what they need. This ties in nicely with a later chapter that discusses customer surveys and feedback.

If your company provides field service to customers then you absolutely must read this book and buy it in bulk for your employees. Smart readers will recognize that they can take the material in this book and create a training program for employees that will catapult their field service above and beyond their competitors.
5 people found this helpful
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Lisa Marie
5.0 out of 5 stars Ms Coates knocks another one out of the park!
Reviewed in the United States on June 28, 2013
I always enjoy reading Ms Coates books! The 42 rules for Superior Field Service takes a very challenging topic and breaks it down into clear bites! I especially liked Rule 17 - It is Good to Be Green as this is my passion. RoHS and REACH (the EU version and now in other regions such as China) have forced technology to innovate and remove identified hazardous substances from their product offerings. Many brand managers assume that the requirement is 'one and done' when the product ships to the customer as brand new. Most managers completely forget they have to sustain compliance until the END OF SUPPORT which can be years after the last unit shipped. Consider this is just one facet of field service and you can see why you need to read this book!
2 people found this helpful
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Sandra Montalbano
5.0 out of 5 stars I recommend it highly
Reviewed in the United States on January 21, 2014
I thought the authors Rosemary Coates and Jim Reily did an exceptional job defining real solutions to the complexities of the day to day challenges of a field service organization. Great ideas and insights into a multitude of issues and systems. I also found the shared knowledge from top executives extremely helpful in my own organization. Since implementing some of the ideas from the book my customers are happier, my systems better organized and I’m even seeing an impact on my bottom line. The rules are easy to follow and easy to implement. I can’t say enough about how much I enjoyed this book – I refer to it often and recommend it highly.
One person found this helpful
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Amazon Customer
5.0 out of 5 stars Sage Advice for Today's Field Service Professionals
Reviewed in the United States on July 22, 2013
42 Rules for Superior Field Service is a wonderful collection of decades of real-world experience from leading industry practitioners who have lived the good, the bad and disastrous of field service organizations. The book is written in style that enables the field service professional to put into practice quickly the lessons contained in this book. It is a quick read and is insightful from the front cover to the back cover. Seldom to you see this many pearls of wisdom is such a condensed and readable format. A must read for anyone associated with field service and supply chain management today.
2 people found this helpful
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