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Field service organisations with a widespread customer base or those that experience fluctuating demand can benefit from outsourcing part of their business to third-party service contractors.
One of the problems the field service industry faces is how to better optimise resources to deliver more for less. The solution to this problem is to incorporate a technology that automates the entire process of scheduling work orders, dispatching them to field technicians and routing the technicians efficiently from one job to another.
Service organizations are expanding the focus of their workforce management strategies to incorporate traditional HR-centric areas of sourcing, hiring, onboarding, training, engagement and knowledge management. No longer can these organizations compete by simply focusing on the scheduling and allocation of field service resources.
Efficiency in field service delivery is vital for field service organisations to achieve their goals in 2013 and beyond. These goals are tied to: Revenue Enhancement, Cost Containment and Customer Satisfaction Improvement and linked to improvements in field service efficiency.
The Service Council’s latest research on field service challenges highlights how organizations are focused on workforce management initiatives to improve Key Performance Indicators (KPIs) tied to customer satisfaction, productivity, and profitability.
A little more than one third (35%) of organisations allow employees to bring their own field devices and most are still in a “wait and see” mode when it comes to BYOD.
Workforce management is a key area of focus in field service and no longer just focus on task management and scheduling, but also hiring, training, planning and workforce engagement; areas that require a collaborative relationship between the business function and HR.
A review of current field processes to identify areas of improvement is the first step toward better resolution rates and improved revenue opportunities for field service organisations.
Health and Safety Advisors are the heart of the organisation in terms of knowledge about health and safety issues and preventing incidents. However, they are still humans, which means that they, too, can make mistakes.
The cloud has taken the place of expensive and often limited on-premise infrastructure. With unprecedented integration to back-office information, the data becomes a new value-creating capability.
Now, there is an even greater opportunity for transformational improvements in productivity and service levels. What is this innovation?
As a small business owner with mobile workers on the road, you’ve probably invested a lot of money in your vehicles. But have you ever thought about exactly how much it costs to run them? A set-and-forget strategy can be costly. This guide gives you an overview of how to reduce vehicle running costs and manage fuel costs across your business.