The 5 criteria to consider to measure the current performance of a Field Service Organisation
To drive a highly and performant Service Organization, a picture of the current situation is necessary before proposing improvement initiatives. “Measuring” is the first step ! At Field Service in Motion, we have developed a dedicated assessment with more than 60 criteria’s grouped in five categories covering hard and soft aspects.
Achieving true service excellence not only requires fact-based decisions but also a good understanding of the personal interactions and culture within the service organisation. Measuring the performance of your Field Service in different areas will play a critical role in your organisation’s overall business performance. At Field Service in Motion, we measure every Key Performance Indicators (KPI) through a “Field Service” filter, based on our experience and knowledge. By asking a series of pointed questions during structured interviews and by digging or building relevant data we assess more than 60 criteria’s that we group in five categories.
1. Strategy and Performance
Is there a “service” strategy? Is the strategy well defined, clear, well communicated and measurable? How are the customers feeling about the service experience? How is the sales organisation achieving target in service ? Measuring performance ensures high standards for audit strategy, execution, and reporting. Therefore, we analyse Financial, HR, Satisfaction index and Technical assets data with a Field Service angle. All the information derived from service-specific KPI are compiled in a clear dashboard. It can be used internally and externally to compare performance with recognised Field Service companies.
2. People, Organisation & Governance For a true service excellence, it’s essential to gain a deeper understanding of how is the organisation structured. Is the internal service organisation really efficient? Does it sustain the service strategy? How are the employees engaged in the processes? Do they follow clear guidelines? What are the rules, the policies, and the practices? Are the decision processes clear and efficient? So many questions that we assess through structured interviews and observations from technicians to management team, ideally in their working environment. The responses are then compiled and compared to the best practices in Field Service.
3. Process & Data
A Field Service company without well defined operational processes will find difficult to execute services in a way that optimises profit. To achieve a level of true service excellence it requires a rigorous performance-monitoring process that are specific to Field Service. Typical Field Service processes cover preventive and corrective maintenances, repairs and logistics. We assess the quality of each processs and compare them with the processes of the best in class service companies Also, scrubbing these databases related to customers or equipment’s lead to better decisions and will ultimately increase commercial and technical performance.
In the cycle of never-ending improvement, technology plays an important role. If you pass by technology, your organization is missing a huge piece to achieve successful performance and customer satisfaction. That is why a critical inventory of the systems in place supporting your services processes is a first step to initiate. From there, we can then define a FS technology roadmap to serve your objectives and to improve or replace existing systems by new state-of-the-art Field Service 4.0 technologies.
A big part of the challenge in achieving performance is cultural. Field Service organisation are facing daily challenges around how to best serve customers and multiples brands in the most efficient ways, with limited resources, and available skills. Also service business have a specific human workforce mixing employees, workers and administrative staff. How are those different roles and profiles working together? Do you have a culture of leadership, cooperation, transparency or performance? Moreover, safety in FSO needs to be taken into account very seriously. We listen to the voice of the technicians to get a better understanding of what is going on to create a culture of feedback and communication, which is in our eyes, a key success factor for efficiency and customers satisfaction
As you can see service-related KPIs encompass not only financial indicators, such as service profitability, but also people, technology, processes, data and culture indicators.
At Field Service in Motion, our approach indludes deep collaboration, data analysis and observations before suggesting tailored-made improvement actions to the management team.
If you want to set up an effective audit system for your Field Service Organisation and see how to gain substantial value, get more information on our Field Service Radar Assessment. (clickable et renvoire vers service)