I know, it’s an overused quote, but it is so relevant for Field Service. Many companies have access to great data, but they fail to transform that data into information by presenting it in a way that can be understood and acted on.
If you and your team don’t know if you’ve had a great day, then you probably haven’t.
So if you’re just getting started with measurement, begin with the fundamentals and roll them out one at a time until they are well understood at all levels of the organization and the key inputs are being addressed to drive improvement.
A balanced scorecard for Field Service Management should include key performance indicators in 4 categories:
1. Productivity
How many service calls did each tech perform that day and how much time was taken to complete the calls as compared to your expectation?
2. Quality
How many calls required follow up to complete the call, bring in an expert or replace an unavailable part?
How many service calls resolved the original service issue on the first call?
3. Safety
Accidents and incidents must be eliminated, especially when heavy tools and motor vehicles are involved.
4. Growth
How many reviews/leads/sales/contracts were generated by the technician as compared to expectations?
You’re probably wondering where the financial and customer measures are right? Well those are important too, but they are outcomes of the measures above. Keep your field service management teams and technicians laser focused on the measures that they can impact the most. When measures are properly designed, hitting home runs in the 4 categories above will translate to customer and financial success.
What other measures do you use to drive profitability in field service?
Share your experiences online and learn more about field service transformation with Chapman Management Solutions at www.chapmansolutions.ca.
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