Product Support Productivity: What Matters Most

Jun 21

Many organizations believe that they can improve the productivity of the various processes employed during the Product Support stage of the lifecycle of a product by just working harder and smarter; this can often be seen in Product Support organizations in which “heroic” efforts are made to satisfy a customer’s requirements. A recent MIT study concluded that this heroic effort does not provide an organization with the long-lasting results it needs to be both efficient and effective in managing processes; true productivity improvements are the result of strategic thinking about how an organization is to be managed, as well as the operational steps that are designed to get work done.  It is this investment, which can be a 5-10 year intensive journey, which truly favorably impacts the performance of an organization.

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