I am on the road at the IQPC Remote Service Implementation Conference in San Francisco - moderating a panel on overcoming remote service software implementation challenges.  These are the Top 3 things I heard yesterday:

1. Lean Operational Effectiveness - Achieving higher levels of operational effectiveness in the current economic situation is paramount. This includes:

a. Only dealing with conditions that are vital to fix and deferring things that can be deferred.
b. Continued focus on doing more with less
c. Need to be lean on what data is collected

2. Map out backend systems at the start - Recommendations are now being made that it is better to map out backend systems in the beginning. This will eliminate a rework later. You can implement in phases, but have a plan up front.

3. The long arms of remote service - Remote service is like extending the arms of service technicians outside the facility - otherwise, the work flow process is the same.

The discussions around remote service continue to mature.  More from the road later...