[ Solution Finder ] Retail & CPG High Tech Aftermarket Service

 

Introduction

AMR Research, Aberdeen, Gartner, and other leading analysts agree — after decades on the back burner, delivering outstanding service is now a key differentiator and a major source of profitable revenue. Best-in-class companies are capitalizing on the ability for excellent field service operations to drive margin, top-line revenue and customer retention. Original equipment manufacturers (OEMs), distributors, third party service companies (3PSCs) and equipment operators understand this, and are now competing heavily for their share of the business. Within the Aviation Services arena, Aramark and ICTS International are two of the major players.

ARAMARK Corporation is a world leader in providing award-winning food and facilities management services to health care institutions, universities and school districts, stadiums and arenas, international and domestic corporations. Headquartered in Philadelphia, ARAMARK has approximately 200,000 employees serving clients in 18 countries.

 

Aramark’s Challenge

When Aramark needed to increase productivity, accountability, and quality of service (QoS) throughout its Aviation Services unit, they selected One Network’s FieldDispatch platform to manage the hundreds of service agents delivering critical security, custodial, and administrative services to some of the country’s largest airlines and airports.

With security concerns at an all-time high, Aramark specified a robust, secure, and functionally rich system for its next-generation management platform. Only the One Network product line had the functional richness, secure network environment, and leading edge technology to meet the stringent requirements.

Similarly, ICTS International works to make the skies a little safer and airports a little friendlier. The company offers aviation security services to customers worldwide. ICTS also offers security consulting and auditing, and provides guards, skycap services, and janitorial personnel. When its Huntleigh USA Special Services unit needed to automate its service delivery offering to increase customer satisfaction, increase productivity, and ensure compliance with the Americans with Disabilities Act (ADA), it turned to One Network’s FieldDispatch for industry leading service delivery management, optimization, accountability, and reporting capabilities.

 

Aramark’s Solution: One Network Service

FieldDispatch ensures that passenger and flight information is available to Special Services personnel in real-time so that passenger transfers happen automatically, on-time, and with a minimum of fuss. By automating the call generation, dispatch, call notification, and activity reporting processes, Huntleigh USA was able to eliminate 90% of the paperwork while realizing immediate activity visibility, increased accountability, and on-line reporting of all Special Services performed within a specified time frame.

ONE Service – Value Networks for Service

A team of the industry’s leading service and supply chain visionaries founded One Network Enterprises (ONE) specifically to solve the problem of delivering outstanding service within the competitive Aftermarket arena. With decades of experience in field service automation and supply chain applications, the ONE team understood that no conventional point solution would ever meet the needs of the modern Aftermarket Services environment. Taking conceptual cues from AMR’s Demand Driven Value Network (DDSN) and BearingPoint’s Synchronous Demand Network (SDN) initiatives, and combining them with their own technical expertise and real-world experience, the ONE team designed the first system to deliver on the promise of value networks.

One Network Enterprises, Inc. is proud to introduce ONE Service. ONE Service is a single collaborative platform for managing the entire end-to-end service network and all its activities; including service calls, orders, inventory, shipments, returns, technician schedules, and other service transactions. ONE Service business process templates allow network partners to create shared, flexible processes that easily cross the gaps in systems, silos and companies. They include inventory planning and logistics (parts order management, fulfillment and reverse logistics), workforce management (advanced scheduling, dispatch and routing), service management (customer management, contract and entitlements, product catalog and call management) and mobility management.

While business process templates leverage ONE’s unique enabling technology to deliver connectivity, visibility and actionability in extended value networks, value networks are actually managed, executed upon, and designed using the ONE Service Managers — Command Center, Intelligent Execution Manager and Studio, respectively.

• Command Center is the network desktop for launching business processes. It provides end-to-end visibility — and more importantly, control — of the multi-company service processes.
• ONE’s unique Intelligent Execution Manager (IXM) bridges the gap between planning and execution, creating a sense-and-respond value network. Constantly monitoring real-time execution activities, IXM detects issues as they arise and automatically triggers corrective action.
• Studio is a service design kit (SSK) that lets companies easily configure and extend ONE Service to meet the specific requirements of their value network. All aspects of ONE Service are configurable within Studio, from the transaction and process flow through the layout of the user interface.

Summary

ONE Service is the first end-to-end service solution designed to serve the entire value network, not just a single company within the larger whole. ONE Service is the only value network solution for service organizations. It encompasses processes for workforce management, service management, inventory planning and logistics — all in a multi-company networked environment. All participants have full visibility into real-time information throughout the entire network; share connected business processes; and benefit from integrated transaction management, execution and real-time planning.

About One Network Enterprises

One Network provides the value network infrastructure and Web applications as hosted networked services. Demand signals reach all parties on the network simultaneously, faster than traditional point-to-point EDI or batch communications. ONE's Intelligent Execution Manager creates and adjusts orders automatically at any “echelon” in the network - stores, distribution centers and suppliers - based on real-time demand and available supply at all echelons. Users improve service levels and same-store sales by accelerating the movement of inventory and data through the value network. One Network created and hosts internet-based value networks with many-to-many connectivity, built on next-generation technology delivered in a flexible on-demand model. Rather than simply accelerating point-to-point data exchange along a traditional linear supply chain, the One Network is a highly distributed value network where any participant can see and react to what is happening at any point in the network. Beyond visibility, the solution integrates transaction management with execution and real-time planning. Network participants create and share multi-company business processes, and can quickly adapt them in response to changing conditions. Incremental decision support allows partners to resolve issues as they arise in real-time, and automatically guides operations towards business objectives.

For more information, please call +1 866-302-1936 or visit www.onenetwork.com.

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