About Service Management Excellence LLC

SME helps domestic and global technology companies that have Technical Service* businesses and are vulnerable in today’s economic situation to achieve their targets and objectives.

• Do you seek to transform your service business from a pure manufacturing support unit or simple cost center structure to a profit center in order to substantially contribute to your company’s bottom line and become more resistant to market fluctuations?
• Are you worried that your current approach to improve the utilization and productivity of your service workforce is not enough to deliver the desired results?
• Are your Service Managers excellent engineers, but struggle to manage service as a business?
• Does the recent merger or consolidation of your service businesses fall short in achieving the required synergies?
  
• Do you sometimes feel you are managing your service business in with limited, or worse, with misleading Key Performance Indicators?
• Are some of your competitors gaining market share and enjoying increased service revenues?
• How does your service business compare to best practices in your industry or to similar companies in your field?

*Technical Service or Service Operations is the management discipline of providing repair, inspection, diagnosis, and maintenance services…either on the customer premise, in the repair shop, or remotely. Examples of products or systems serviced: business telephone systems, computers, and photo copiers/printers; intrusion/fire alarm, and video surveillance systems; ATMs, vending machines, and air conditioners.

SME offers consulting, interim management, coaching, and short term project management services in several areas:

1. Process Analysis and Reengineering…
   hence streamlining Service Operations, reducing costly errors, rework, and customer dissatisfaction.
2. Mergers, Integration, and Consolidation of Service Businesses…
   led by overall strategic goals and objectives, applying change management principles, resulting in synergies.
3. Transforming Service Businesses…
   from Product Enabling (cost center), to Product Enhancement (profit center), to a Service-led (services as a
   business) model.
4. Benchmarking…
   comparing and measuring service units among each other, and against best practices.
5. Service Business Audits…
   assessing financial and operational performance, thus offering management an unbiased view of their service business.
6. Performance and Productivity Improvement…
   finding ways and methods for improvement, achieving measurable bottom line results.
7. Quality and Customer Satisfaction Improvement…
   providing a better customer experience, consequently generating loyal and delighted customers.
8. Training and Coaching Technical Service Managers…
   how to successfully lead, manage, and operate service units.

Service Management Excellence, LLC collaborates with companies in Telecommunications, Fire & Security, and Hi-Tech Industries, to accomplish the goals of:

• Excellence in service results…
  more money to the bottom line
• Excellence in service delivery…
  a higher level of customer satisfaction
• Excellence in service management…
  mastering service business structures and processes

What makes SME unique?

• SME displays the highest level of integrity and ethical standards. No compromises - ever.
• SME has done it before, not once, not twice, but many times - successfully. SME makes sure that you benefit from our hard-won experience.
• SME bases its work on a deep knowledge of the service business. SME has domestic, global and broad multi-cultural experience.
• SME gets things done (really). SME is process and fact driven - no fluff.
• SME grounds our work in real business experience and best practices.
  We produce tangible, bottom line outcomes.
• SME is personal, affordable and offers a solid ROI (Return of Investment).

About Wilhelm Lembeck

Wilhelm Lembeck has over thirty years experience of building, leading, managing, and consulting world-class Technical and Professional Services Operations in High-tech Industries … primarily in Fire & Security, Telecommunications, and media processing (e.g. ATM, Point of Sales) enterprises.

He has significant international experience from living and working in Asia-Pacific and European countries. Wilhelm is an accomplished service business merger and integration champion.

His main areas of expertise comprise of :

• Customer Service Excellence
• Services Business Audits
• Services Benchmarking
• Services Business Mergers and Integrations
• Service Marketing & Sales
• Field Services Delivery
• Customer Care
• Process Analysis & Improvements (Six Sigma Black Belt)
• Customer Call & Dispatch Centers
• Technical Assistance Centers
• Remote Diagnostic Centers
• 2nd & 3rd Level Customer Support
• Program/Project Management
• Quality & Customer Satisfaction
• Logistics, Repair & Return
• Technical Training
• Serviceability & Installation Standards

Contact Wilhelm at Wilhelm@ServiceManagementExcellence.com