In sales and service, the ability to understand and clearly communicate value is essential for success. However, many service providers and...
Value Is More Than Price
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Blogs & Articles
Interdepartmental Cooperation is Not a Dirty Word
Interdepartmental cooperation is more than just breaking down silos. It’s about ensuring that each department’s expertise leads in the areas where...
Happy Staff Are Not The Exception
Too often, companies treat their staff like gears in a machine—costs to be minimised rather than valuable assets to be invested in. This mindset not...
Dr House Is Terrible at Diagnostics – Guessing vs Troubleshooting
In the world of TV medical dramas, Dr Gregory House stands out as a brilliant yet unorthodox diagnostician. His razor-sharp intellect and...
Transforming an Acquired Business from Reactive Service to Proactive – A Case Study
Overview This case study explores how a leading global manufacturer of scientific diagnostic devices transformed its service operations in a...
Revitalising Service Operations in Leased Diagnostic Equipment – A Case Study
Overview This case study examines how a tech manufacturer in the biochemistry and haematology industry, transformed its field service operations...
Taking a Workshop From Backlog to Profit – A Case Study
Overview This case study outlines the transformation of a Brisbane-based workshop, part of a global medical device company, from an inefficient and...
Invisible Efficiency – How Robert Peel’s Policing Philosophy Applies to Modern Field Service
In 1829, Sir Robert Peel famously declared, “The test of police efficiency is the absence of crime and disorder, not the visible evidence of police...
Transforming Service with Reliability-Centred Maintenance (RCM)
Throughout my career, working across various industries, technologies, and countries, one thing has become clear: equipment reliability is valuable....