Tag Archives: the boeing company

customer.service

ASU Center becomes a resource to teach service

Customer service was once viewed as the cost of doing business.

“Across almost every industry, leaders are focusing on service as a way to compete in today’s competitive marketplace,” says Mary Jo Bitner, academic director for the Center for Services Leadership at Arizona State University’s W. P. Carey School of Business.

But times have changed. Companies that are in search of new revenue streams are finding that in addition to providing great customer service, offering value-added services to their product lines are helping their bottom lines. And the help them make the most of the opportunities, many are seeking help from the ASU Center, which focuses on research and executive education in managing and marketing services.

“Customer demand and the competitive challenges posed by the commoditization of many products has pushed many goods-based companies to take another look at services as a source of revenue and profit,” says Stephen Brown, director of the Center for Services Leadership, who has spent the past 20 years tracking the growing importance of services as a product. “Many are following market leaders to become goods-and-services companies.”

For example, Boeing has broadened its offerings by adding the lucrative market of services to its aircraft manufacturing. The Hewlett Packard and Compaq merger created a new company whose major product is services. IBM’s impressive financials over the past decade — in shining contrast to its competitors — were largely the result of its service businesses.

“In 2001, we were launching our first fee-based service business,” says Steve Church, president of Avnet Integrated and chief corporate business development and planning officer. “We wanted to offer more services and solutions. We knew a lot, but there was a lot we didn’t know.”

Church says Avnet’s membership in the center — which concentrates on expanding service innovation by combining the latest scientific insights from the academic world with the best of business strategy in the real world — allowed the company to “build a culture of service excellence that focuses on the customer and gives each a great customer experience.”

The Center, which was created in 1985, remains the only one of its kind in the United States, devoted to research and education in the services field.  Its research findings form the foundation of the Center’s executive education program, attended by managers and executives of leading firms.  Member companies include AT&T, Charles Schwab and Co., Ford Motor Company, IBM, Mayo Clinic and others, who sponsor research, fund scholarships, host MBA student teams and participate in executive education.

Many member companies sponsor research that is published in academic journals, and shared at the Center’s executive education forums. Bitner, for example, has been studying the effects of self-service technologies (SST), working with Ford and a major pharmaceutical benefits management company.

“The Center is really a tremendous resource for any company that has a strategy to to improve customer serve or add services to augment its products,” Church says. “We learned that by getting our employees engaged in customer service, we built customer loyalty, it helped us compete, and it enhanced our financial performance.”

2010 Best of the Best Awards

2011 Best of the Best Winners

On March 31st, the 2011 Best of the Best Awards reception and dinner was held at Camelback Inn where Ranking Arizona recognized the companies that Arizona’s public ranked as their favorites to do business with.

During this special night of networking and celebrations, Ranking Arizona presented awards to its 2010 B.O.B. winners, 2010 and 2011 Platinum Hall of Fame honorees and the 2011 B.O.B. winners.

View photos of the event on Flickr.


Video by Nick Cervi

Congratulations to the 2011 Best of the Best Winners!

Advertising, Marketing & Media

Winner
KPNX-TV Channel 12

Finalists
News Talk 92.3 KTAR

The Lavidge Company

Business Services

Winner
Wist Office Products

Finalists
O’Neil Printing
Jani-King Southwest

Entertainment

Winner
Donovan’s Steak & Chop House

Finalists
T. Cook’s at Royal Palms
Vincent’s on Camelback

Finance & Professional

Winner
National Bank of Arizona

Finalists
Arizona State Credit Union

Farmers Insurance Co.

Health Care

Winner
St. Joseph’s Hospital & Medical Center

Finalists
Chandler Regional Medical Center
Delta Dental of Arizona

Manufacturing & Technology

Winner
The Go Daddy Group Inc.

Finalists
Ping
The Boeing Company

Real Estate Commercial

Winner
CB Richard Ellis

Finalists
Ryan Companies US Inc.
Adolfson & Peterson Construction

Real Estate Residential

Winner
Rossmar & Graham

Finalists
Fireside at Norterra by Del Webb
Legacy Design Build Remodeling

Retail

Winner
Scottsdale Fashion Square

Finalists
Molina Fine Jewelers
Camelback VOLKSWAGEN Subaru Mazda

Tourism

Winner
Phoenix Convention Center

Finalists
Loews Ventana Canyon Resort
Four Seasons Resort Scottsdale at Troon North

2009 Best of the Best Winners


Best of the Best Awards 2011, AZ Business Magazine Mar/Apr 2011

Best of the Best Awards 2011: Manufacturing & Technology

Winner: The Go Daddy Group Inc.

Go Daddy, AZ Business Magazine Mar/Apr 2011 Go Daddy is the world’s No. 1 Web hosting provider and domain name registrar. Go Daddy has more than 4 million hosting customers and offers innovative Grid Hosting technology. Go Daddy is also one of the largest website design companies on the planet. Whether customers want to build their own site or tap the “Dream Design” team to build their website, Go Daddy makes it easy. Go Daddy CEO and Founder Bob Parsons’ philosophy is to provide quality, low-priced products and back them up with 24/7 U.S.-based customer support. It’s a formula that makes it easy and affordable to create and maintain websites. The company has more than 8.6 million customers worldwide and offers more than 56 products.

Year Est: 1997
AZ Staff: 2,700+
Principal(s): Bob Parsons

Godaddy Logo, AZ Business Magazine Mar/Apr 2011 14455 N. Hayden Rd., #219
Scottsdale, AZ 85260
480-505-8800 www.GoDaddy.com



Finalist: PING

Ping, AZ Business Magazine Mar/Apr 2011 PING designs, manufactures and markets a complete line of golf equipment, including metal woods, irons, putters and golf bags. The family-owned company was founded in 1959 in the garage of the late Karsten Solheim, a mechanical engineer with an extensive background in the aerospace and computer industries. His frustration with his putting inspired him to design his own putter, which created a “pinging” sound when striking a golf ball — a sound now synonymous with innovation, quality and service in the world of golf. The company employs 800 people in Arizona under the direction of Solheim’s youngest son, John A. Solheim. PING game-improvement products can be found in more than 70 countries.
Year Est: 1959
AZ Staff: 800
Principal(s): John A. Solheim
Ping logo, AZ Business Magazine Mar/Apr 2011 2201 W. Desert Cove Ave.
Phoenix, AZ 85029
602-687-5000 · www.ping.com


Finalist: The Boeing Company

Boeing, AZ Business Magazine Mar/Apr 2011 Doing business for nearly 30 years in Arizona, The Boeing Company in Mesa is a world leader in the development of rotorcraft technologies, producing the most advanced, multi-role helicopter, the AH-64D Apache, as well as the A160T Hummingbird unmanned rotorcraft. The site is also a Strategic Manufacturing Center producing electrical assemblies and composite parts for a wide range of Boeing products. People working at the company’s Global Strike business facility in Mesa fulfill the needs of customers in the U.S. and around the globe, pioneering development of rotorcraft technologies and platforms, such as the AH-6 Light Attack/Reconnaissance helicopter and the H-6U.
Year Est: 1981
AZ Staff: 4,700
Principal(s): Tommy Filler, acting VP, Apache & AH-6
Boeing Logo, AZ Business Magazine Mar/Apr 2011 5000 E. McDowell Rd.
Mesa, AZ 85215
480-891-3000 www.boeing.com


Arizona Business Magazine Mar/Apr 2011