Who: $279M US manufacturer of X-ray equipment and related technology for border, port, and facilities security.

What: High Performance Organizational and Operational Assessment

Results: Comprehensive improvement blue-print/increased efficiency for field service management

  • Improved Returned Material (RMA) process flow
  • Comprehensive recommendation set for all Worldwide Services operations functions
    • Business Development
    • Knowledge Transfer
    • Parts Logistics
    • Field Operations
    • Business Operations
    • Technical Support
  • Analyze and provide recommendations for FSE work optimization and scheduling
  • Analyze and provide recommendations for a Call Center strategy and execution plan
  • Perform an Application Architecture review
  • Examine the RMA and Reverse Logistics processes
  • Comparison survey of potential RMA automation solutions

How: High Performance Assessment of Service Operations

  • High Performance model survey of select functions
  • Comprehensive documentation, process, and metric review
  • Organizational staff audit with targeted in depth interviews