A Service Infrastructure is Essential for Good Service

Good service cannot be delivered without a proper infrastructure in place. This infrastructure is the set of systems, processes, and organizations that enables the consistent and efficient delivery of service to customers. It is the operational backbone that turns a service-oriented attitude into a reality.

Key Components of a Service Infrastructure:

• Logistical Systems: Computerized systems for tracking orders, managing inventory, and predicting availability. This includes spare parts management to avoid hoarding and ensure parts are where they need to be.
• Service Documentation: Accurate, high-quality manuals and procedures for both customers and service technicians.
• Training Programs: Comprehensive training for service personnel to ensure they have the skills to diagnose and fix problems effectively.
• Service Engineering: A dedicated group responsible for ensuring that new products are designed for serviceability from the start.
• Quality Control: An organization responsible for measuring the effectiveness of the service being delivered and identifying areas for improvement.

Building this infrastructure is a long and expensive process, but it is non-negotiable for any company that aims to use service as a competitive weapon. It is a core component of a strong service barrier.