Supply Chain Excellence - Service | cbs Corporate Business Solutions

Service excellence as an operational value driver

Stable processes and scalable services lead to satisfied customers.

The challenge: service is becoming more complex, processes are falling by the wayside

Service organisations are under enormous pressure today: rising customer demands, global service networks, skills shortages and growing product complexity are colliding with historically developed processes and fragmented system landscapes. Service, spare parts logistics, field service and billing are often not fully integrated – transparency, controllability and efficiency fall by the wayside. The lack of end-to-end processes in service leads to long response times, inefficient resource planning and high manual effort. Without an integrated view of customers, assets, tickets and spare parts, costs rise, service quality declines and potential for value creation in after-sales remains untapped. Service thus becomes an operational risk rather than a differentiating factor.

The solution: The path to next-gen manufacturing with cbs

With Service Excellence by cbs, we transform service organisations into a powerful, scalable and integrated part of the end-to-end value chain.

Our focus is on SAP-based service processes that enable operational excellence – from service-to-cash to field service to spare parts logistics.

Our approach enables:

End-to-end service processes from ticketing to resource planning to billing
Efficient field service management with transparent resource and deployment planning
Integration of service, supply chain and logistics for fast response times
Global standardisation while taking local requirements into account
High level of automation for stable processes and lower operating costs

The result: Service becomes plannable, scalable and economically effective.

From strategy to execution

Successful in global service deployment

Whether global service organisations, complex spare parts networks or highly available field service structures: cbs supports global market leaders in the transformation of their service processes – from defining objectives to global rollout. Examples of successful projects:

Global service organisation with over 5,200 field service engineers in 120 countries – end-to-end process harmonisation and >95% automation
S/4 service transformation with complete integration of ticketing, in-house repair, planning and billing
Field service management for over 1,100 technicians worldwide – including resource planning and mobile execution

Digital Manufacturing Framework

Das Manufacturing Framework dient als strukturierender Leitstern für die Transformation zur intelligenten Produktion. Es wurde entwickelt, um produzierenden Unternehmen dabei zu helfen, ein unternehmensspezifisches Zielbild zu entwickeln und fokussiert umzusetzen.

In Co-Creation-Workshops erarbeiten wir gemeinsam mit unseren Kunden daraus ein klares, umsetzbares Zielbild für die intelligente Fabrik – und machen Digitalisierung planbar und wirksam.

Was das Framework leistet:

Es übersetzt strategische Ziele der Produktion in messbare KPIs.
In 12 Handlungsfeldern werden konkrete Optimierungspotenziale adressiert – vom Planning & Scheduling über Materialfluss und Shopfloor Management bis hin zu IT/OT-Integration, Asset Management und ERP-Anbindung.
Jedes Handlungsfeld ist mit relevanten Personas, typischen Use Cases und messbaren Erfolgsgrößen unterlegt.
Es schafft Orientierung bei gewachsenen Strukturen, hilft Silos aufzubrechen und fördert eine integrierte, datenbasierte Produktionssteuerung.

cbs Manufacturing Plateau Model

Das Plateau-Modell beschreibt die Entwicklung Ihrer Manufacturing-Organisation in vier Stufen. Mit jedem Plateau gelangen Sie auf ein nachhaltiges Level, mit dem Sie Ihren Wertbeitrag und die Reife in Ihrer Organisation steigern.

Der Einsatz von KI spielt hierbei eine wichtige Rolle und wird Sie in Ihrem Vorhaben verstärken. Dabei ist es unerheblich, welche Art oder welcher Umfang von KI verwendet wird. Es ist entscheidend, dass Ihr Manufacturing gezielt durch die erforderlichen Fähigkeiten unterstützt und weiterentwickelt wird, um die Unternehmensziele zu erreichen und die relevanten Produktionskennzahlen zu erfüllen.

Results we achieve

Up to 22% improvement in OTIF (On-Time-In-Full)

Integrated service, spare parts and logistics processes increase adherence to delivery dates and service reliability.

Up to +35 % Working Capital Improvement

Optimised spare parts inventories and transparent service processes reduce tied-up capital.

Up to 30% higher inventory turnover

Data-based planning and integration of service and supply chain enable more efficient use of inventories.

Service becomes a real value driver when processes, systems and organisation work together seamlessly. With integrated, SAP-based service processes, we help companies achieve maximum operational performance – worldwide and on a scalable basis.

Ronny Förderer, Senior Manager Operate, Practice Sustainable Supply Chain & Manufacturing, cbs

Solutions

How we support you in concrete terms

We think of optimising service organisation in stages: each project goal is an achievable milestone with measurable benefits. Together, we define your transformation journey – and deliver fast results with clear impact using our FastValue approach.

Field Service Management (FSM)

Efficient planning, management and mobile execution of service calls worldwide.

Spare Parts & Service Supply Chain Optimization

Ensure spare part availability, reduce inventory and lower service costs.

Global Service Process Harmonization

Standardised service processes and governance models for international organisations.

Service-to-Cash Enablement

End-to-end processes from service provision to billing – transparent and automated.

Level-Up Enterprise Asset Management

Mit unserem Level-Up Ansatz für Enterprise Asset Management heben Sie Wartung, Instandhaltung und Anlagenverfügbarkeit auf das nächste Level. Wir schaffen die Grundlage für maximale Overall Equipment Effectiveness (OEE) – durch durchgängige Integration, datenbasierte Wartungsstrategien und smarte SAP-Lösungen wie EAM und Predictive Maintenance.

AI Driven Supply Chain Analytics

Steigern Sie Ihre Supply-Chain-Effizienz mit KI-gestützter Ursachenanalyse und Echtzeit-Einblicken für fundierte Entscheidungen bei Lieferabweichungen.

Why cbs?

End-to-End Expertise for SAP S/4HANA, Inventory & Field Service Management

Whether supply chain planning with SAP IBP, smart factory, logistics optimisation or sustainable circular economy processes: with cbs, you can achieve measurable results – quickly, scalably and with proven practical experience.

Industry expertise in discrete and process industries

With cbs, you have a partner at your side who combines strategic thinking with operational excellence. We provide you with comprehensive support – from the initial definition of your goals to their sustainable integration into your systems and processes.

Pioneer in the integration of AI into regulated supply chain processes

Thanks to our end-to-end expertise along the entire value chain – from design to operate – we put your data in the right context, create process clarity and enable informed decisions at all levels. We combine in-depth process understanding with state-of-the-art technology – for real impact instead of mere concepts.

Please contact us

Service excellence is not achieved through individual measures, but through integrated, resilient processes. Let us work together to position your service as an operational value driver.

Contact

Your contact

Michael Hertel

Member of the Executive Board

Consulting Director

Practice Sustainable Supply Chain & Manufacturing