TECH BUYER Mar 2020 - IDC MaturityScape Benchmark - Doc # US46097320

IDC MaturityScape Benchmark: Service Parts Management in Manufacturing in the United States, 2020

By: Aly PinderProgram Director, Service Innovation & Connected Products


This IDC study highlights the results of IDC's 2019 United States Service Parts Management in Manufacturing MaturityScape Benchmark Survey and is a supplement to IDC MaturityScape: Service Parts Management in Manufacturing 1.0 (IDC #US44623919, October 2019). These two efforts combine to provide a clear view into maturity and the opportunity of service parts management digital transformation for the future success of a manufacturer. This study's intended audience is senior-level and business-focused service executives, CIOs, and CXOs responsible for the strategy, planning, execution, and delivery of service parts to achieve product, equipment, and asset performance and issue resolution. Service leaders and IT buyers within manufacturers must address the disruption occurring within the service operation to ensure the tools, processes, and business model can exceed the needs of customers and the service team.

"Each function within the service operation must be optimized to ensure value can be efficiently delivered to customers every time they interact with a manufacturer or the service team," says Aly Pinder Jr., program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "A clear opportunity for manufacturers has arisen to focus on the service parts function to take this major leap in business model transformation and explore new ways to enhance the customer experience."



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