Kodak will be speaking to services experts from around the world this week at Technology Services World (TSW) 2013 Best Practices, a conference being held at the Santa Clara Convention Center. On Tuesday, May 7, attendees will hear Mike Massey, Worldwide Vice President and General Manager for KODAK Service and Support, discuss Kodak’s journey to transform Field Service into an engine of corporate growth.
“Many service organizations have an interest in transforming their services model to become vital to the growth of their companies,” said Massey. “At Kodak, we are leveraging our Field Service organization to not only contribute to business performance, but also to enhance employee skills and enrich the customer experience.”
Massey’s remarks are geared to help service executives, service professionals, and functional service support managers at the show understand the complexities of implementation and the significant rewards of a Field Service business focus.
During the session, he will describe the Support Service models typically used in companies today and the transformation needed to change from a cost center model to one of corporate growth centered on Customer Value. The presentation, which draws from Massey’s more than 20 years of service experience, will focus on several key themes including:
• Field Service and Sales Collaboration
• Field Services Insight to Customer Value
• ITIL as a Driving Force for Standardization
• Solutions Desk Support
• Building a Services Growth Mindset
“Meeting the needs of an ever-changing world is a guiding principle for Kodak,” added Massey. “As the company is poised to emerge as a stronger, more focused and sustainable enterprise, we have many insights to share with our peers on innovative customer solutions. I hope that sharing our experiences will give attendees practical advice and help them put best practices into action.”