“You can’t connect the dots looking forward; you can only connect them backwards. So you have to trust that the dots will somehow connect in the future.” – Steve Jobs.

How often do we look to the future for innovation and creativity?

One of the great innovative minds of our generation saw value in looking at history to map the future. This outlook has quite a bit of value in service. Has your organization strategically built the infrastructure and technology to be able to capture, analyze, and explore service performance data? The field service team and remote monitoring tools help to capture real-time data on failures, underperformance, and productivity. But as seen in a research report I published, Service Lifecycle: How Maintenance Drives Product and Service Design Excellence (December 2014), top performers don’t just capture data; they use this insight to improve the reliability of equipment in current and future products. Furthermore, the Best-in-Class are 65% more likely than peers to ensure lessons learned in the field are captured in order to be applied to future product development (81% vs. 49%, respectively).

How does your organization stack up? Can you capture performance data? How do you leverage that data? Is it just stored, or can you draw insights from this data to improve both your products and service? To learn more about how the Best-in-Class turn service data into improved equipment reliability and performance, read the full report here.

Aly Pinder Jr
Senior Research Analyst
Service Management
aly.pinder@aberdeen.com or @pinderjr