In many organizations, field service, technical support, parts, depot repair, and customer success each run their own tools, metrics, and priorities, leaving customers to stitch together a fragmented experience. In this session Dr. Ferlita explores how Oxford Instruments are moving beyond functional silos to build a cohesive operating model, where work, data, and accountability flow smoothly across all service functions around shared outcomes like uptime, response, and NPS. Attendees will also learn how to align goals and KPIs and implement "operational nervous systems" that connect systems and teams in real time, so issues are sensed earlier, routed smarter, and resolved faster with fewer dropped balls.

• Utilizing practical approaches to breaking down silos and aligning field service, support, parts, depot, and customer success around shared metrics and customer outcomes
• Connecting processes and platforms into a "service nervous system" that improves visibility, workflow and decision making across teams
• Developing guidelines and standardization that sustain accountability and collaboration over time