Case Study: Powering Up On Workforce Management

Workforce management is a key area of focus in field service, as seen in results of The Service Council’s surveying of more than 250 organizations. The goal of workforce management initiatives is not only to reduce time spent on ineffective activities and improve productivity but also to empower the workforce with better information and knowledge in order to manage their daily lives and enhance relationships with customers. More so, workforce management activities in the service realm no longer just focus on task management and scheduling but also touch upon hiring, training, planning and workforce engagement, areas that require a collaborative relationship between the business function and HR.

Valley Power Systems, based near Los Angeles California, is all about power. The organization distributes on-highway and off-highway diesel and natural gas power products to customers primarily in Alaska, Hawaii, Baja Mexico, Asia, and Latin America. In addition the company delivers spare parts, as well as power management and repair services to its customers. The company has 400 employees of which nearly 50 are field service technicians. To learn a little more about the organization’s workforce management initiatives, we caught up with Ramona Fierro, the HR Director.

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