Field service is one of the most data-rich environments around. The best field service managers make use of this data to continually improve their operation. Unfortunately, many forget that it’s more about the people than it is about the numbers.
One of the traps that we see field service managers falling into occurs shortly after a telematics system is installed. You will find them holed up in their offices, studying the movement of each technician as they work their day. When there is the slightest departure from the anticipated route they jump on the phone and confront the technician.
If you were the technician, imagine how you would feel when you get that call. You’ve just worked your fingers to the bone all morning and decided to drop by a supplier to pick up a part you need for a call later in the day. It took you 5 minutes off your route but saved a trip and allowed you to complete a customer escalation a day sooner. Now the phone rings and your manager wants to know why you’re deviating from the planned route and how you’re going to make up the time. Not very motivating.
The best field service managers partner with their technicians and give them some flexibility in completing their day. They know their job is to manage the people, not the data, so they use the data to inform, but work with the people to truly understand how to improve. That creates engaging relationships with employees who will have your back when you need them, because they know you have theirs.
Do you fall into the trap of managing the numbers and not the person?
Share your experiences in the comments below and learn more about field service transformation with Chapman Management Solutions at www.chapmansolutions.ca.
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