As a Senior Analyst in the service management practice at the Aberdeen Group, Sumair Dutta researches and examines how service and manufacturing executives are utilizing technology and streamlining business practices to improve post-sales service and support processes. Through practitioner benchmarking and analysis of Aberdeen’s fact-based research database, he examines how Best-in-Class service organizations are reengineering their service chains for optimum performance and increased profitability. Sumair’s coverage areas within the service space primarily cover the following topics on which he has written over 100 research reports and benchmarked more than 10,000 service executives: • Field workforce management • Scheduling/Dispatch • Location-Based Services • Mobility • Remote Product Service and Diagnostics • Customer Service Contact Centers and Web Service Along with these specific areas of coverage, Sumair is also responsible for the development of a community of ‘Chief Service Officers’ to share and present best practices surrounding the ascent of service in today’s global organization. Sumair Dutta’s past experience has primarily dealt with financial and investment strategy.