Field Service 2011: Trends in Workforce Management

Aberdeen Group, January 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

Executive Summary
- Best-in-Class Performance
- Competitive Maturity Assessment
- Required Actions

Chapter One: Benchmarking the Best-in-Class
- Fielding the Best Team
- Redefining Workforce Management
- The Maturity Class Framework
- The Best-in-Class PACE Model
- Best-in-Class Strategies

Chapter Two: Benchmarking Requirements for Success
- Competitive Assessment
- Capabilities and Enablers

Chapter Three: Required Actions
- Laggard Steps to Success
- Industry Average Steps to Success
- Best-in-Class Steps to Success

Appendix A: Research Methodology
Appendix B: Related Aberdeen Research

List of Figures

Figure 1: The Need for Better Field Service
Figure 2: Getting up to Speed
Figure 3: Keeping it In House
Figure 4: Structuring Forecasts and Plans

List of Charts

Table 1: Average Field Service Results
Table 2: Self-Assessment Scorecard - Employee Management
Table 3: Self Assessment Scorecard - Planning
Table 4: Self Assessment Scorecard - Scheduling
Table 5: Where's My Service?
Table 6: Top Performers Earn Best-in-Class Status
Table 7: The Best-in-Class PACE Framework
Table 8: Building Field Strength
Table 9: The Competitive Framework
Table 10: Scheduling Frequency
Table 11: Planning Service Requirements
Table 12: Looking Inward
Table 13: Recognition and Reward
Table 14: Enabling Field Excellence
Table 15: Extending the Enterprise
Table 16: The PACE Framework Key
Table 17: The Competitive Framework Key
Table 18: The Relationship Between PACE and the Competitive Framework

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