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Other Publications
After the Sale - How to Manage Product
Service for Customer Satisfaction and Profit Product service management is a major profit generator for modern businesses. The Instrument Society of America published three editions of Service Management: Principles and Practices, by Joseph D. Patton and Dr. William Bleuel. The authors acquired all rights to the book and revised the material to stay at the leading edge of service management. This book starts with Terms and Definitions to form a common base of understanding, and concludes with an appendix of related professional societies and publications. Every chapter ends with ten questions to stimulate thought about how this knowledge can help the reader. The book covers business, customer satisfaction, information systems, economics, professional services, and literally all the basic subjects that should be understood by a modern service manager. Many companies will give After The Sale to every new service manager in their organization. The book is used as the foundation for adult education, as well as for college courses. http://www.pattonconsultants.com/books.htm.
Service Parts Handbook (Second Edition,
2003) Replaces the original edition with revised and expanded information. This book is the written foundation of service parts logistics. If you have read either Joe Patton's1984 Service Parts Management or the 1997 First Edition of Service Parts Handbook by Joe Patton and Herb Feldmann, which won the 1997 SOLE Armitage Medal, you will want to order this second edition immediately. This book is a vital reference for everyone who has any connection with service parts. Many companies give an individual copy to every service manager. Patton and Steele provide standard terms, principles, and practices. It details foundation elements of planning and control, and demonstrates concepts including the Logistics Performance Envelope and Part Acquire Time. 585 pages and 120 illustrations (over10% larger than the first edition, plus updates of previous information) provide professional guidance necessary to manage people and systems to more effectively achieve the five rights of parts: Right...Item, Place, Price, Quality, and Time. There are new chapters on Outsourcing, Technical Solutions, and Warranties and considerable new material within proven topics. This Service Parts Handbook is the answer to the need for a practical guide on how to manage the service parts function. It develops understanding of the fundamentals important to effective management of service parts and materials. This book helps service managers create awareness of the 21 differences between just-in-time parts used in manufacturing and just-in-case service parts. It emphasizes trade-offs between labor and parts; with attention to life cycle cost and profit analysis. Multivendor challenges are described. New techniques to value and price parts are detailed, along with models to determine if a part should be carried by technicians or stocked at strategic levels. As one CEO states, "This updated book contains both the basics and thought-leading ideas. I recommend it to anyone involved with product service and parts." http://www.pattonconsultants.com/books.htm.
Preventive Maintenance 3rd Edition (2004) Details ways to minimize downtime and improve productivity by eliminating the causes of failure and by reducing breakdowns. This new edition shows how the investment in a PM program gains a high ROI in longer equipment life, smoother operation, higher productivity, and increased profits. This enlarged and enhanced update of a best-selling classic discusses the creation of a good preventive maintenance program which is the heart of effective maintenance. It shows how to predict when a failure is about to occur, and how to prevent it before it causes damage. This PM book describes the initial investment of time, parts, people, and money required for a successful preventive maintenance program, and it emphasizes the requirement of a long-term life cycle cost / total cost of ownership commitment. Anyone involved with aircraft, construction, HVAC, manufacturing, medical, public utilities, ships, trains, trucks, warehousing, and similar commercial, government, or industrial equipment should own this PM book. http://www.pattonconsultants.com/books.htm.
Ron Giuntini, Executive
Director All Rights Reserved. Web Site by Web Tek Computer Company. |
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