• Prolay Chaudhury

Modern Field Service Organization Mantra - Improve the daily life of the Field Service Engineers

Updated: May 13, 2020

Modern Field Service Organization Mantra - Profit Centre NOT Cost Centre

Modern Service departments are Profit Centres NOT Cost Centres. All the leading Manufacturing companies are changing their outlook towards Field Service Organizations. Changing the business proposition of Field Service Organization as Profit Centre can contribute towards the bottom line of the OEM and Service Only organizations.

Meet The Metrics! - The Eyes, Ears & Face of Your Brand

Proper utilization of Universal Nine Matrices can improve the overall performance of Field Service Organizations. The matrices like MTTI, MTTR, and MTTS can make excellent contributions towards EBIT(DA) matrix. These matrices indicate when Service Organizations need their Engineers to get trained. These trained professionals, then, can fix the types of equipment issues on the First Call. As a result, the FTF and NPS matrices of this Field Service Organization get improved as well as the efficiencies of the Field engineers also get improved.

The future of the Field Service Organization is Outcome-Based Services

Outcome-Based services guarantee to ensure uninterrupted services during peak seasons and hours. The proper use of IoT and sensors can reinforce Outcome-Based Services, which make Customers happy and extend the life of the types of equipment.

Ensure Transformational Success Through Strong Adoption Practices

Adoption Key 1: Make your Field Service implementation business-led - The perfect implementation is a marriage between two powerhouses of transformation: that of the IT organization and that of the Field Service organization. Working together, you have the best of both worlds and a solid foundation for successful deployment and adoption.

Adoption Key 2: Define and implement proactive executive sponsorship and governance - Transformation is tough. We all have stories of less than successful projects and change efforts. However, executive sponsorship (if done well) remains one of the key ingredients in successful implementation and deployment.

Adoption Key 3: Take advantage of Best Practices where you can - best practices are processes that have been found to lead to best-in-class results by companies that utilize them consistently. When reviewing existing “as-is” processes against recommended best practices, there are a couple of potholes to avoid.

- Refusing to assess your current practices and processes with an open mind

- Not understanding the “why” of the best practice.

Adoption Key 4: Avoid the “kid in the candy store” mindset - New technology always has its shine, and it’s easy to get caught up in the advances and options today’s Field Service systems can offer. The ease with which information can be shared with technicians and their customers, the speed at which work orders can be closed. Because of this, you may find yourself trying to boil the ocean and incorporate a large amount of this functionality into your first phase of deployment. Resist this urge!

Adoption Key 5: Evaluate change requests with rigor - Let’s imagine that you are ready to embark on a strategic, financially sound, and business-impactful implementation of a Field Service management system. You have done your due diligence. You have created a solid business plan that encompasses not only your business objectives but is tied directly to the now measurable and achievable metrics needed to manage and run a best-in-class services business. The key here is to bring the same level of analysis and rigor to the evaluation of these changes as you did with the original business case.

Adoption Key 6: Develop a formal communication plan - the key to a great project is “communication, communication, communication.” Without it, your project can easily get lost among the myriad other projects in the company. Creating and executing a formal communication plan does a few critical things out of the gate, Communication maintains momentum and focus.

Adoption Key 7: Pay attention to your Training Plan - Today’s Field Service employee can be literally anywhere on the technology bell-curve from very savvy to “Hey, my kids just taught me how to text!” Their personas, learning preferences, and learning styles can vary as well.

Adoption Key 8: Define your internal Support or “Steady State” Plan - Your support team needs to be prepared for your initial deployment and adoption in the same way your end users are, just in a slightly different fashion. Work with your project team and vendor to develop your own anticipated FAQ list. Make sure your support leader has been at least peripherally involved in the project, such that user acceptance testing, migration, and go-live dates are known well in advance.

Adoption Key 9: Develop a Change Management Plan - Identify change agents; those people brought into different stages of the process (design, problem-solving, and so on and forth) who can serve as ambassadors for change as you deploy. Look for and target your champions and curmudgeons. By involving both groups, you can better prepare for resistance along the way, and help your organization to embrace new processes and updated tools. Ditch WIIFM for WIIFU - "What's in it for us?".

Keep Calm; This Is Only The Beginning: Continuous Improvement And The Future Of Field Service

Continuous improvement is essential in today’s competitive business arena. Let’s face it; the pace of innovation isn’t going to slow down, and our response to that innovation mustn’t either. Understanding the language and metrics of Field Service, building a strong business case for transformational change, and ensuring success through strong adoption practices are only the beginning.

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