Coen Jeukens is the director of global customer transformation at ServiceMax. He works with customers and prospects to fully unlock the true value and potential of their service organizations. Prior to joining ServiceMax, Coen was the services contract director at Bosch where he implemented an outcome based business model, with highly impressive results. Coen is also a regular keynote speaker at prominent field service conferences around the globe.
Coen Jeukens, director global customer transformation for ServiceMax, asks if we are measuring productivity with the wrong criteria. Repurposed with permission from Connected Technology Solutions Magazine. For decades the OECD has reported a global productivity... Read more
When building and transforming a service delivery organization, inevitably the topic of dealing with contractors and partners will come up. Whether the goal is to scale, to be more flexible or to reduce cost, we find most discussions revolve around the how. How do we... Read more
Increasing machine uptime is at the core of what we do for our customers. We know that more than anything, our customers rely on machines to be online and fully functional in order to deliver results. From the small parts that make up a gamma ray machine to the pipe... Read more
Today, most service executives have a revenue growth target. After having delivered cost reductions for decades, the switch to delivering revenue growth is easier said than done. Where cost control stays within the current paradigm, growing revenue requires an... Read more
In its latest report, Gartner predicts that “by 2020, more than 40% of field service work will be performed by technicians who are not employees of the organization that has direct contact with the customer.” Whether this development is one of choice or industry... Read more
Sentosa Island was the backdrop WBR’s first field service Asia conference. More than 120 delegates came to Singapore to participate in discussions and get a feel of the field service buzz. Many had heard their European or American colleagues talking about the U.S. and... Read more
Last week, 250 service leaders attended Aftermarket, Europe’s leading conference for service leaders, in Hamburg, Germany. For a number of years, I’ve chaired this event and presented keynotes. Through the years, I’ve seen a change in dynamics both in attendants... Read more