The paybacks of adding a Lean dimension

to engineering services

“Break-fix” may be the unglamorous end of IT but continuously refining processes can lead to better business performance and agility – as well as lower costs.

Ask most people – whether IT professionals or users – about high-tech innovation and you are unlikely to hear them mention “break-fix”. After all, it is often regarded as the dull-and-dirty end of IT, the response to the immediate technical issues of individuals and the wider organisation. Unglamorous it may be, but at Fujitsu we believe that many organisations are missing a real opportunity if they ignore this area of their operations: by continually innovating their break-fix engineering processes they can significantly improve the performance and agility of their overall operations, improve the customer experience and reduce associated costs.

When a critical part of your IT service fails, not only can it cause frustration among internal users, it can significantly impact the external customer experience and, in the process, damage your brand and directly result in lost sales – particularly if key customer-facing systems go down during critical operating or peak trading periods.

Andy Taylor is our European retail principal, responsible for retail strategy and customer experience innovation. He is particularly interested in exploiting technology to create a superior customer experience in a multichannel retail environment.

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