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Field Service 2011: Trends in Workforce Management
Aberdeen Group, Jan 2011, Pages: 31
The continued focus on field service excellence by service organizations is warranted as Aberdeen's recent survey data of over 300 organizations in December 2010 and January 2011 reflects that 58% of incoming service requests ultimately require a field dispatch of sorts. Given that these field agents are quite often the only representatives of the organization that actually visit the customer, especially after the sale of the product, their ability to provide desired or better support in a timely manner goes a long way in setting customer perceptions of the service organization's aptitude.
Attendees at Aberdeen's 2010 'Chief Service Officer (CSO) Summit' indicated that field service was the top area of improvement for their service organizations in 2011. This was supported by respondents to Aberdeen's 'State of Service Management' (September 2010) research project, where in survey respondents indicated that field service was a top three area of focus for 2011 along with improved performance management and knowledge sharing. As opposed to just relying on scheduling changs to drive more from a day-to-day execution. Best-in-Class CSOs are beginning to invest in tools and processes around planning and employee management that allow the field worke to be more effective in the delivery of service.
Key report benefits:
- Increase Project Completion
- Improve Productivity
- Grow Service Revenue
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