AUTHOR ARCHIVES: Kris Oldland
About the Author:
Kris Oldland has been working in Business to Business Publishing for almost a decade. As a journalist he has covered a diverse range of industries from Fire Juggling through to Terrorism Insurance. Prior to this he was a Quality Services Manager with a globally recognised hospitality brand. An intimate understanding of what is important when it comes to Service and a passion for emerging technology means that in Field Service he has found an industry that excites him everyday.
Apr 12, 2021 • Features • Digital Transformation
Field Service News in partnership with RealWear, and OverIT have worked together to produce a detailed 22 page Essential Guide to Remote Service.
As part of the research into this Essential Guide, Kris Oldland, Editor-in-Chief, Field Service News spoke with Alessandro Borzacchi, Senior Project Manager, Rail Cargo Group about their recent implementation of head-mounted computers and augmented reality-based remote service solution as part of our ongoing series of interview in the Field Service News Digital Symposium.
In this excerpt from that exclusive interview Borzacchi explains how the benefits they have already seen having implemented a sophisticated remote service solution that leverages Augmented Reality and Wearable computers has only driven them to look even further in terms of innovation and development.
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FSN Premium subscribers and FSN Elite members can access the full length interview plus many, many more in the Field Service New Digital Symposium. If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below.
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Further Reading:
This interview was undertaken as part of our development of our recently published Essential Guide to Remote Service. This guide offers insight into the important considerations field service companies need to be aware of when selecting remote service solutions suitable for their needs.
The guide looks at both the hardware and software considerations as well as containing a case study from Rail Cargo Group that looks at how they implemented such a solution which has revolutionised their industry.
This essential guide is currently available on our free-forever FSN Standard subscription tier for a limited time as well as being available to our FSN Premium subscribers and our FSN Elite members. If you are on any of these subscription/membership tiers you can access this guide by clicking the button below.
If you are not yet a subscriber, the button will take you to a dedicated registration page for FSN Standard that will give you instant access to this guide as well as access to the other Premium Resources currently available on this tier.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, OverIT and Realwear who may contact you for legitimate business reasons to discuss the content of this report.
Apr 12, 2021 • Features • servicepower • Blended Workforce • Managing the Mobile Workforce • Documentaries
Field Service News in Partnership with ServicePower. have produced an exclusive documentary that explores the role of the blended workforce model in field service operations, the challenges in making it work, the significant benefits it can produce...
Field Service News in Partnership with ServicePower. have produced an exclusive documentary that explores the role of the blended workforce model in field service operations, the challenges in making it work, the significant benefits it can produce and whether the pandemic and the capacity crisis we face as we turn towards recovery will be a further driver for its wider adoption.
In this excerpt from that documentary, we hear from a collection of experts about how they manage day-to-day operations with the blended workforce model across their field service operations.
Want to know more?
Field Service News subscribers can access the documentary "The Blended Workforce and the New Normal" by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interviews recorded for the documentary in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
Data usage note: By accessing the documentary you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
Apr 09, 2021 • Features • Digital Transformation
Field Service News in partnership with RealWear, and OverIT have worked together to produce a detailed 22 page Essential Guide to Remote Service. In this final feature in a series of excerpts from that guide we now turn to a case study from RailCargo Italia who revolutionised their workflow by implementing a sophisticated remote service solution...
In this final feature of the series, we will look at how Rail Cargo Group have not only improved their engineers workflow by adopting a remote services solution, but how they have revolutionised an entire industry...
Alessandro Borzacchi is the Innovation and Continuous Improvement Manager for Rail Cargo Group, the Italian subsidiary of the second biggest railway undertaking company in Europe.
Having been the senior project manager on the implementation of an augmented reality (AR) based remote service solution, one of the first to bring AR to the field within his sector, he has plenty of key insight into the benefits of introducing such technologies into a field service workflow as well as the pitfalls to avoid during such an implementation.
Speaking in an exclusive interview within the Field Service News Digital Symposium, Borzacchi outlined the project in great detail. Here we bring together the key insights from that interview:
The Challenge:
The rail transportation sector is still largely paper based with wagon inspectors completing job sheets manually. It is also a potentially dangerous area to work in as there are constantly moving rail wagons within the environment.
Additionally, as assets are moving locations, if there are challenging issues, often the nearest subject matter expert can be hundreds of kilometres away.
The Solution:
Rail Cargo deployed the RealWear HMT-1 running OverIT’s SPACE1 AR application to drive to digitize their workflow, improve the health and safety of their Wagon Inspectors by allowing them to work hands free, and introduce the ability to have remote experts assist on-site inspectors with any critical issues.
The Results:
- Improved health and safety for Wagon Inspectors
- Wagon Inspectors are able to immediately receive assistance of an expert to help resolve emergency situations
- Establishment of a knowledge-base by utilising remote assistance calls
- Identification and tracking of key metrics for better business improvement
Industrial Innovation:
“Immediately after working on this project, we started to see the potential of the solution,” explains Borzacchi. “We started to think about connecting all the carriers around Europe, around this solution and the data it can provide.
“Our vision is to be able to provide a damage report, produced in the field, in almost real time, and these being immediately shared among all the stakeholders across Europe. In our industry, this type of clear visibility would be a real game changer,” Borzacchi reflects.
Safety First:
As with so many digital transformation projects, the clear benefit of providing a safer workflow for their team in the field was one of the key drivers at the outset of the project.
“With regards to the safety of our field team, the ability to work hands-free in the field is priceless,” Borzacchi explains.
“A Wagon Inspector has to often work between two trains, has to work in an environment where trains that are moving, they have to go below the rail car, to do the maintenance. These are tasks when you need both hands, these are tasks where you need gloves. It is impossible to check a rail car, then take off gloves to fill a out the paperwork, it is just so impractical. So as a driver for us improving safety was critical, and implementing the SPACE1 solution, was a huge game changer regarding these issues.”
Remote Support:
The remote expert aspect of the solution Rail Cargo implemented was another key benefit that Borzacchi enthusiastically spoke about during the interview.
“Another driver for the adoption was the ability to assist a technical inspector by remote experts,” he explains.
“There are many occasions where the ability to bring in a remote expert to assist the Wagon Inspector in real-time is needed, for example, in emergency situations.
“For the Wagon Inspector, being able to immediately have the assistance of an expert that is sitting hundreds of kilometres away and to get his feedback and get his advice on a solution can make a massive difference in how they can perform their job best.
“In the railway industry this is massively important, because there are some times where you need to find a solution within minutes and you can’t wait for someone coming from 200 kilometres Remote assistance is going to be solution that can really overcome this challenge.”
Knowledge Base:
Borzacchi also outlined how the technology allows for them to begin building out a knowledge library that can play an essential part in both competence management and the training of new recruits, reducing the time it takes to get them working in an active and productive role in the field that brings value to the organization.
“Since we implemented the solution we have realized that we can now produce a lot of additional educational materials and a lot of operational productivity materials as well,” Borzacchi comments.
“We are able to create recordings of every call where a remote expert can help a Wagon Inspector in the field, for example. Also, we have created a lot of check-lists, captured many images.
“A lot of this can be used in our training and also in our competence management.”
Improved Performance Tracking:
One of the biggest beneficial outcomes of implementing the solution for RailCargo Italia was that they are now placed to introduce performance tracking metrics to be able to move along a path of continuous improvement.
“Before we implemented this solution, these were unstructured business processes because they were completely untracked,” Borzacchi explains.
“There were no metrics available so we couldn’t track anything. Now we can really start monitoring performance. We can now start tracking these metrics, and we can begin to drive value from these business operations.
“With regards to Augmented Reality, it is a very exciting technology. Yes, there is a lot of hype around such tools at the moment, but the benefits we’ve seen are very much real.
“Another thing I would add is that is going to help our company to attract new people into our workforce, it will add an attraction to this job position because the new generation will see our inspectors working with smart glasses in the field . This could really generate more interest about these positions,” he adds.
Change Management:
It goes without saying that there will be lessons learnt along the way when working with such an innovative project. What were some of the pitfalls that Borzacchi advises other companies following in their footsteps to avoid?
“There’s a huge process involving the end-users that are that are used to working in a more ‘traditional’ way. You need to be able to involve them in the development. So while you have to high-level plan of the solution, you still have to engage with the end-users. You have to convince them that it is going to be a win-win solution.
“You have to show them that this new way of working is going to be better.
“Better, for their safety, better for their productivity, and also that it will be better for their colleagues in the back office. There is no point in developing a solution, to go through that whole process and then have the end-users not happy about what you have created.
“It has to be a parallel development which involves gathering a lot of feedback from the end users. Don’t make the error of keeping them out of the discussion until the roll out. Don’t present them with the solutions without them having never seen it. Our approach was let’s develop it together,” Borzacchi adds.
“Another pitfall to avoid is to implement everything in the same time,” he continues.
“Start small, start with basic functionalities and start with a very simple user interface - then when you have feedback, when you have results, start adding other functionalities one at a time.”
Implementation Advice:
Finally, what learnings can Borzacchi take away from the piloting and implementation process that could help others trying to introduce such a solution?
Borzacchi outlines a process that is based around small, and rapidly undertaken iterations. The beginning of the implementation process for RailCargo was to identify a vital member of the field team who was positioned to work with the project management group and provide direct insight from the perspective of the field.
“We started with a technical instructor,” explains Borzacchi.
“This was someone that had a tremendous amount of knowledge of the role and was a specialist in their job. However, they were also someone that was quite technology aware, so was someone who could see the benefits early on of what we were trying to achieve.
“We developed the first solution with him, taking on board his feedback while also getting marginal feedbacks from other users. In the second phase, we selected a pool of train inspectors, but also always keeping in mind about the technology awareness because it is going to be a little bit more challenging with people who are less technology aware.
“At this point, the aim to test the potential and to develop the first minimum viable product. We wanted to have a pool of inspectors who were able to give us feedback in a very quick manner,” he adds.
To find out more you can watch the full interview in the Field Service News Digital Symposium where Borzacchi expands on that future roadmap, while also further outlining the pitfalls to avoid and gives his advice for service organizations who may also wish to follow Rail Cargo down this innovative path towards the future.
Further Reading:
This interview was undertaken as part of our development of our recently published Essential Guide to Remote Service. This guide offers insight into the important considerations field service companies need to be aware of when selecting remote service solutions suitable for their needs.
The guide looks at both the hardware and software considerations as well as containing a case study from Rail Cargo Group that looks at how they implemented such a solution which has revolutionised their industry.
This essential guide is currently available on our free-forever FSN Standard subscription tier for a limited time as well as being available to our FSN Premium subscribers and our FSN Elite members. If you are on any of these subscription/membership tiers you can access this guide by clicking the button below.
If you are not yet a subscriber, the button will take you to a dedicated registration page for FSN Standard that will give you instant access to this guide as well as access to the other Premium Resources currently available on this tier.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, OverIT and Realwear who may contact you for legitimate business reasons to discuss the content of this report.
Apr 09, 2021 • Features • servicepower • Blended Workforce • Managing the Mobile Workforce
In the latest of our excerpts from a new and exclusive Field Service News Essential Guide published in partnership with ServicePower we take a look at day-to-day operations for field service organisations that have embraced a blended workforce...
In the latest of our excerpts from a new and exclusive Field Service News Essential Guide published in partnership with ServicePower we take a look at day-to-day operations for field service organisations that have embraced a blended workforce model.
So far in this series, we’ve seen that there are numerous benefits to the blended workforce approach. However, what does the blended workforce look like in day to day operations? How have those companies that have embraced this concept harness the external elements of the blended workforce model?
While there are many benefits to the blended workforce model, as the old adage goes, if it was easy, everybody would be doing it. There is undoubtedly a great deal of complexity involved in the application of multiple third-party elements being introduced into a field workforce.
As Ericsson’s Gordon explains, “When you enter into partnerships with the blended workforce, the complexity is in how you utilize that third party workforce in your workforce management tool.”
“At Ericsson, the flow we use internally is the same across all our external suppliers. We do this by bringing them into our workforce management tool and we can then either dispatch work directly to an engineer in the suppliers’ organization, or we can transfer that ticket to our suppliers service desk for them to dispatch it to their best-placed engineer.
“Where the complexity exists is in ensuring an end-to-end process of work order creation, execution, and closure. The critical element is to maintain one single workflow rather than having three or four different approaches that depend on which supplier we’re using.
“When we tender for a third-party worker, one of the key aspects for us is their tools and processes. We go through this with all suppliers at the onset of the relationship and we also offer them help them and support where needed..”
At Electrolux, multiple factors are considered in terms of dispatching across their blended-workforce. However, the end goal is always to resolve the customer problem as effectively a possible.
“We just look at the whole picture as one skill level,” explains Steve Zannos, Senior Director Service Delivery, Electrolux.
“We have technicians across the country, whether they’re independent technicians or factory service technicians and our general perspective is we have a job to do, there’s a consumer with an appliance that’s not working correctly, and we need to dispatch a technician to resolve that.”
However, Electrolux do not just opt for the closest technician available, they have a sophisticated understanding of how each of their third-party partners is performing. They then leverage this data effectively to identify who can do the job fastest but will also be most likely to delight the customer.
“We make our selections based on a few criteria, including availability and customer service record,” explains Zannos. “We track a lot information, and we do rank, rack and stack are our service providers based on their abilities and their previous history in terms of customer service.”
“We also consider whether the service provider takes two or more visits to make a repair. We look at whether they use multiple parts. Do they do the correct triage and know what part they need or do they take a selection of parts because they’re not sure and so are shot-gunning it a little bit?
“However, while we take all these factors into account, at the end of the day, we always dispatch based on the customer’s needs. Does the customer need a technician ASAP, or do they need someone next Tuesday, because that’s when they are off work and available?
"The biggest element is ensuring it is a seamless delivery of service. You do not want two standards of delivery. It’s got to be the same standards across the board..."
For Ideal Boilers, delivering a seamless customer experience across the blended workforce relies on two key factors, planning and partnership.
“It is all about planning,” explains Chris Jessop, Customer Service Director, Ideal Boilers, “don’t settle for second best with the partners that you’re dealing with, ensure you select the right partners and ensure you build good relationships with them.
“If you do so and you are clear on the model that you’re looking to deliver, you will be successful. If you don’t, then you will fail. The biggest element is ensuring it is a seamless delivery of service. You do not want two standards of delivery. It’s got to be the same standards across the board. Again, that to me is the critical element for us that allows us to be successful.”
Of course, achieving such consistency across a network of third-party partners can be daunting and complex task. As is often the case, the key to solving complex problems is often based around keeping processes simple, communications clear and ideas concise.
This is why, for Adam Gordon, Head of Network Planning and Operations, Ericsson, their approach of clearly defining processes is critical.
“When people hear processes, they often think about red tape,” he explains. However, at Ericsson, we utilize process to create a level of quality that can be repeatable. If you follow the process, you’re going to maintain the quality.
“You can’t write a process if there are hundreds of ways to do something. If there is one primary way to do 95% of the work in a single process that is then repeatable. In general, if you can repeat the process over and over, you will maintain that quality.
“This will give you a much better ability to increase the quality because you have to only improve one process, not fifty.”
The key take aways here are that the blended workforce model is reliant on strong partnerships where both parties put serving the customer at the top of tree in terms of priorities. Consistency across the entire partner network is also critical and while it can be a complex operation, it is achievable through simple and refined processes alongside clear communications.
Want to know more?
Field Service News subscribers can access the Essential Guide to the Blended Workforce instantly by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interviews of those service leaders featured in this guide in our Digital Symposium section of the website which is available @ www.fieldservicenews.com/digital-symposium
Data usage note: By accessing this Essential Guide you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
Further Reading:
- Read more about managing the mobile workforce @ https://www.fieldservicenews.com/blog/tag/managing-the-mobile-workforce
- Read more about the blended workforce @ https://www.fieldservicenews.com/hs-search-results?term=blended+workforce
- Read more about the impact of the pandemic on the field service sector @ https://www.fieldservicenews.com/en-gb/covid-19
- Discover this months selection of available resources on our FSN Standard subscription tier @ https://www.fieldservicenews.com/fsn-standard-resources
- Find out more about the solutions ServicePower offer @ www.servicepower.com/
Apr 08, 2021 • Digital Transformation • field service management • Covid-19
Across 2020 we saw a massive change in the field service industry. Some of the very fundamentals of field service delivery will have changed in many ways, possibly forever. However, while we reached this point perhaps sooner than expected, in the...
Across 2020 we saw a massive change in the field service industry. Some of the very fundamentals of field service delivery will have changed in many ways, possibly forever. However, while we reached this point perhaps sooner than expected, in the December/January edition of Field Service News, Kris Oldland, Editor,-in-Chief, Field Service News, made the case that much of what is being discussed as part of the 'new normal' has been developing in our sector as best-practice for a long time...
Remote service, servitization, embracing the blended workforce, customer-centricity and empowering decision making from the field have all been put forward as critical pillars of whatever comes next after recovery. However, we had seen examples from many innovative companies adopting these approaches long before words like bio-security and essential workers entered into the day-to-day lexicon.
Indeed many best practices were prevalent in the industry that have stood us in good stead against all of the challenges we have endured over the last twelve months. Not least of these has been an agile mindset that had begun to emerge amongst field service companies. This is almost certainly set to become a hallmark of business moving forward into a post-pandemic world.
"Companies have had to get comfortable in recent years, making faster decisions and completing more agile projects. Still, COVID amplified this need," Comments Sarah Nicastro, Vice President of Service Management Customer Advocacy at IFS. I believe companies will look to remain more nimble in the new normal than perhaps they had been previously.
Nicastro's comments are echoed by Laryssa Alexander, President Field Service Division, ECI Software Solutions, who added, "I think the key positive for field service businesses in 2020 was that ability to adapt and adapt fast.
"As businesses, we often talk about those next steps, those advances that either changes the way we work or are changing in the market - it can then take us a while to adapt to them. In this case, two strategic initiatives were available to them, diversification in terms of markets and customer segments as well leveraging automation across all solutions and customers to ensure they are streamlined and efficient.
"When faced with the pandemic - businesses couldn't just talk, they had to act, had to react, and you saw this in field service, especially through technology. Field service, in its very name and nature, is an industry that can't just work from home; it has always relied on field service agents to be out there on-site - carrying out their responsibilities in maintenance and care for customers.
"Therefore, to keep people safe, communication became even more vital and through initiatives such as push notifications, for example; integrated with the central ERP, field agents were able to be updated on appointments and update customers on appointments through an app including the steps needed to keep each other safe ahead of visits. Suddenly it became crucial to all our field service customers, not just those who had already made more forward-thinking investments. Innovation was suddenly second nature to all businesses - it's that survival instinct kicking in."
"During the next few years, infrastructure, and in particular the Cloud, is likely to be the main focus for field service businesses..."
- Laryssa Alexander, President Field Service Division, ECI Software Solutions
Alongside such natural survival instincts, however, we also saw the importance of a robust digital infrastructure. It has become clear that without an underpinning digital infrastructure, much of the agility and innovation we have seen throughout the pandemic would have been almost impossible.
Indeed, in many ways, we are fortunate that we had already begun our digital transformation journey in our sector some years ago. Of course, different companies would have been on different points in that journey; however, the pandemic's impact is that most of us will now find ourselves further down the path than we had planned at this point.
As we move into the new normal of our sector, it is more evident than ever before that technology will play an even more significant role than ever before. However, what has become hugely apparent is that field service organizations must ensure they have an infrastructure to support such evolution.
As Alexander continues, "During the next few years, infrastructure, and in particular the Cloud, is likely to be the main focus for field service businesses who will be looking to ensure the systems they have in place support and are scalable too, an ever-changing customer landscape and a more flexible team model. Ultimately to make sure they can offer the services their customers need. Agility and integration will be central to this, and a cloud-based ERP system provides the foundation for them.
"Due to the pandemic and lockdown restrictions introduced by world governments, many businesses had to look to short-term fixes to keep their field service business running and ensure their remote workforce had access to all the tools and information needed to carry out their roles and support customers.
"These changes will be needed long-term, and a more permanent solution will need to be found. ECI is already seeing field service customers in North America and Europe upgrade their ERP and switch their hosting to our cloud solution from on-prem - to ensure their business is future-proofed and able to operate more flexibly."
Indeed, the pandemic has not only sharpened our thinking in terms of how we can meet best-in-class service standards that we have seen before but also has forced us to embrace what for many companies were new ways of working entirely – particularly remote working, which a study by Field Service News Research revealed was something now over 75% of field service companies have offered to their clients, with two-thirds of these only have done so since the pandemic.
"These innovations have likely spawned from the greying of the average field service engineer and the need to overcome an impending knowledge gap across the global workforce..."
- Jon Arnold, VP of Sales, EMEA, RealWear,
As Jon Arnold, VP of Sales, EMEA, RealWear, explains, "Prior to the pandemic, remote service delivery was growing in demand as reliable, integrated and sophisticated technologies became more readily available.
"For example, through the use of head-mounted devices such as RealWear's HMT-1, remote field service technicians could receive real-time support for complex issues from specialists anywhere in the world. To keep up with demand, the past few years has seen a steady rise in Independent Software Vendors (ISV), ranging from small start-ups to major industry players. These companies have produced a range of solutions, covering the generally relevant remote mentor and collaboration use cases to highly specific scenarios such as IoT (Internet of Things) visualization and inspection or certification of maintenance procedures.
"These innovations have likely spawned from the greying of the average field service engineer and the need to overcome an impending knowledge gap across the global workforce," he adds.
Remote service is also an area Nicastro thinks will be critical in the next few years, with a concentrated focus in the industry on "advancing and refining efforts around remote service," she explains.
"Companies quickly ramped up the use of augmented reality and other remote service tools when the pandemic hit saw immense value in doing so, not just for business continuity but for business transformation. As things normalize, companies will be focused on determining how to cohesively integrate remote service into their service delivery strategy."
Another facet to this same focus area is going to be around how field service companies utilize such tools to overcome and improve their approach to existing challenges.
"The most significant topic for field service companies to focus on will be the need to train their local workforce," Arnold comments.
"Firstly, due to Covid-19, travel will likely be reduced both regionally and globally over the next two years making it difficult for industry experts to offer their assistance on-site."
Indeed, could it be that adopting such technologies and programs can also ease one of the most considerable pressures our industry has been facing for a long time before the pandemic, an ageing workforce crisis?
"Realizing what we're truly capable of, as individuals and as organizations is the single biggest positive we must take from the last twelve months..."
- Sarah Nicastro, Vice President of Service Management Customer Advocacy
As Arnold explains, "the aging workforce's impending retirement and their diminished attraction to constant travel makes training an increasing necessity. However, this will partially be mitigated by the new ease of part-time and home working; allowing for senior Engineers to supply support from home or a local office on a part-time basis."
Ultimately, the pandemic has impacted us all, yet there is always opportunity in the face of adversity, and we must harness this now as we look to the future.
"Realizing what we're truly capable of, as individuals and as organizations is the single biggest positive we must take from the last twelve months," explains Nicastro.
"This year has challenged us in ways we could've never anticipated, and we've come out of the experience stronger and with more perspective. This shows us we can do hard things and tackle obstacles head on."
"The pandemic is the single most disruptive global event to hit business and our wider society since the second world war; having forced many organizations to radically shift their working practices and trust their employees to get the job done with minimal supervision and local support," agrees Arnold.
"However, whether digital transformation was adopted by design or out of necessity, the resulting flexibility and speed of change that this has engendered, will not be given up by organizations focused on field execution nor by the employees who have shown huge value and adaptability to their respective companies during these challenging times."
The road ahead certainly seems more straightforward than the one behind us, but we still have much work to do. However, the opportunity for a future that outshines the past is in our own hands. Now the hard work begins.
Apr 08, 2021 • Features • Panasonic • Digital Transformation • HVAC • IFS
Kris Oldland, Editor-in-Chief, Field Service News, is joined by Karl Lowe, Head of European Service, Panasonic Heating and Cooling Solutions Europe and Sarah Nicastro, Field Service Evangelist, Future of Field Service and IFS as the group discuss...
Kris Oldland, Editor-in-Chief, Field Service News, is joined by Karl Lowe, Head of European Service, Panasonic Heating and Cooling Solutions Europe and Sarah Nicastro, Field Service Evangelist, Future of Field Service and IFS as the group discuss how Panasonic implemented a remote service solution during the pandemic.
The discussion looks at the drivers for implementation, the approach Panasonic took to rolling the solution out, a demonstration of the solution, and a broader discussion around the benefits of remote service within the field service sector.
In this final excerpt from the session, the conversation focuses on how much the pandemic has changed both the way we view remote service delivery and increased the appetite for such tools from both service providers and their customers alike.
Want to know more? FSN Premium Subscribers and FSN Elite Members can watch this full interview and hours more of in-depth long-form interviews with a series of field service leaders in the Field Service News Digital Symposium. Watch the interview with Lowe and Nicastro on the button below.
If you are currently on our free forever FSN Standard subscription tier or have yet to join 30,000 of our field service peers as a FSN subscriber you can find out more again on the button below.
Further Reading:
- Read more about the Digital Transformation in the field service sector @ https://www.fieldservicenews.com/blog/tag/digital-transformation
- Read more about Service Innovation and Design @ https://www.fieldservicenews.com/blog/tag/service-innovation-and-design
- Read more about IFS Remote Assist @ https://www.ifs.com/us/solutions/service-management/remote-assistance/
- Follow IFS on Twitter @ https://twitter.com/IFS
- Follow Panasonic Heating and Cooling @ https://www.aircon.panasonic.eu/GB_en/?utm_source=Field%20Service%20News&utm_medium=Symposium
- Read more about Pansonic's use of IFS Remote Assist @ https://www.ifs.com/uk/news-and-events/newsroom/2020/07/20/panasonic-ensures-customer-experience-consistency-with-ifs-remote-assistance/
- Connect with Karl Lowe on LinkedIn @ https://www.linkedin.com/in/karl-lowe-67267548
- Connect with Sarah Nicastro on LinkedIn @ https://www.linkedin.com/in/sarahhowland/
Apr 08, 2021 • Features • Digital Transformation
In the third article in this series of excerpts from a brand new white paper authored by Kris Oldland, Editor-in-Chief, Field Service News published in partnership with PTC, we explore why it is critical to understand the differing needs of our...
In the third article in this series of excerpts from a brand new white paper authored by Kris Oldland, Editor-in-Chief, Field Service News published in partnership with PTC, we explore why it is critical to understand the differing needs of our customers when identifying how remote services can enhance our service portfolio
This feature is just one short excerpt from an exclusive Field Service News White Paper published in partnership with PTC
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In an article published on Field Service News prior to the pandemic, Jan van Veen, the Founder of industry focus group MoreMomentum commented: “We need to rethink our value proposition, our target market, our position in the value chain and in the competitive landscape. We will be facing new opportunities and new risks. This requires us to be open to new thinking, new mindsets and different strategies for innovation and change.”
It is a topic that will be familiar to many field service organizations, ‘how do we define the value proposition we offer to our clients?’ On one hand, it could be argued that the value proposition remains constant, the value proposition the service provider offers is to keep the asset operational so it performs the function it was acquired for.
However, it could also be argued the depth of that value proposition may evolve slightly from one scenario to another. It could be expanded upon, for example, within a more deeply involved, outcome-based agreement where the true value of the service provides is the removal of a layer of complexity from the customers operations. Alternatively, at the most basic transactional level, the value proposition may be as simple as how quickly an issue can be resolved.
The important thing here is that for most service organisations different customers will have different requirements and preferences in how they are served. We should of course remember that ultimately, the value of our service offering is wherever and whatever the customer perceives it to be.
It is crucial we understand that rarely can a one size fits all approach be applied across an entire service portfolio.
Therefore, as we begin to identify how we can holistically weave remote service into that broader service portfolio, it is important to consider where remote service may sit in different approaches to service delivery, from the transactional break-fix right, through to outcome-based service offerings.
One popular model widely referenced is a three tiered approach to developing a service portfolio that encompasses different customer preferences. These are:
- I’ll do it myself (transactional)
- Do it with me (eco-system/partnership-based)
- Do it for me (servitization/outcome-based)
While it is a relatively simple process to outline, the strength of this tiered approach to service delivery is that it embraces an Outside-In approach, in line with one of the most fundamental aspects of the management philosophies of Peter Drucker, regarded to be the Godfather of modern business thinking.
Again, it understands that the value of your service lies within the perception of your customer and that this will vary across different customers. As leading service consultant Nick Frank of Si2 Partners wrote back in 2014, “Industry leading companies tend to exhibit an OUTSIDE-IN approach. They actively search out their customer’s thoughts and act on them. They use more sophisticated methods to capture deeper customer insights. They are mature enough to take on-board comments, which might be negative or not fit their agenda, because listening and action are in their DNA.”
Frank’s observations ring just as true today and sit at the heart of the model mentioned above. They should also form the backbone of any evaluation of how we refine and evolve the service offerings within a portfolio.
Given that the introduction of remote service capabilities into a service portfolio can and will change many core ideas of what service delivery means, it is also a useful framework for us to explore some examples of where remote service can enhance the service offering in the eyes of the customer.
I’ll do it for myself (transactional)
Here the approach to remote service could be reasonably straight forward as the relationship between the service provider and the customer remains transactional. For the customer that wishes to stay within such an agreement, remote services would also, therefore, remain transactional. For example, if the customer has their own maintenance engineers, then access to a self help knowledge portal either on a subscription or pay-per-use basis could be effective.
Similarly, if they wanted to access expert guidance on a particular piece of maintenance or repair, expertise could be ‘dialled’ in remotely. Again a transactional pricing model could be suitable, perhaps with the level of sophistication (i.e. AR vs phone support) a factor in the pricing structure.
Indeed, if the assets are connected an additional layer of value could be added to run an analysis and optimization report on an annual or even quarterly basis to offer further advice. Again, at this level, such use of remote service elements can remain within the framework of a transactional service agreement.
Do it with me (eco-system/partnership-based)
In a more partnership-based relationship, we may begin to see the use of remote service elements not only become more sophisticated but also becoming more intrinsically woven into the pricing of the service offering as a more holistic whole. Here, we will begin to see the importance of connected assets, as a large part of the value of the service agreement for the customer is not just in keeping the assets operational, but also in maximizing output from those assets. The field service organization that can track, monitor and advise on best practices for optimal performance is one that will likely become an essential part of their customers’ broader eco-system.
One emerging suggestion of a hybrid model that will incorporate remote service into such a service portfolio is that the service provider offers a set amount of remote service calls within the contract, that are to be used as the default service approach, often supported by an effective triage to identify faults via remote diagnostics. Depending on the parameters of the contract, remote service delivery could also involve guided service calls either with the customer or a locally-based engineer, with subject matter expertise being delivered remotely.
The on-site service visit is then reserved for two primary functions, firstly to resolve any complex issues that require experienced hands on-site, and secondly, to spend time with the customer, giving them access to a subject matter expert who can advise them on how they could further optimize their operations. While this is only one example of the blending of remote and physical service, it outlines how the benefits of remote service should no longer be a standalone conversation,
Do it for me (servitization/outcome-based)
In the final strand of this model, we will now see many similarities to the ‘Do-it-with-me’ approach outlined above, the critical difference here is that the responsibility for keeping the assets running and at optimal levels now shifts firmly onto the service provider. In such a service relationship, ultimately the customer cares little for how the service provider approaches the job, simply that they do so and that they do so within the boundaries of the agreement. In many ways, the customer’s only true metric is the output.
Here, remote services are critical. It is essential that the service organization can understand the performance of both the individual asset and the fleet, to be able to accurately predict mean-time-to-failure (MTTF) and resolve the issue before it results in unplanned downtime. Again, the approach to resolution could leverage guided service calls. However, in this instance, almost certainly such calls would a) utilize a local engineer, not the customer and b) leverage Augmented Reality to allow the subject matter expert to communicate with the on-site engineer in the most effective manner possible. Also, as with the previous service model, with regards to outward pricing, the value of physical and remote service delivery, would likely be interwoven into one all encompassing price.
Of course, each of the above examples serves to offer just a brief outline of how service contracts could be developed to incorporate remote service delivery, and there will be many other models to emerge within the coming years as remote service becomes a fundamental aspect of how we approach service overall.
The key message is that if field service companies are to succesfully integrate remote services into their service portfolio having a clearly defined understanding of the various layers of service offerings has to be the first step.
With a clear vision of all service solutions within a portfolio and how these dovetail with customer needs, it is then possible to identify where remote service can improve our processes.
This feature is just one short excerpt from an exclusive Field Service News White Paper published in partnership with PTC
www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
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Further Reading:
- Read more from Field Service News Research @ https://research.fieldservicenews.com/
- Read more about Digital Transformation @ https://www.fieldservicenews.com/blog/tag/digital-transformation
- Read more about Service Design and Innovation @ https://www.fieldservicenews.com/blog/tag/service-innovation-and-design
- Read more about Customer Satisfaction and Expectations @ https://www.fieldservicenews.com/blog/tag/customer-satisfaction-and-expectations
- Read more about Remote Service Delivery @ https://www.fieldservicenews.com/hs-search-results?term=REmote+Service
- Read more about the services PTC offer field service companies @ https://www.ptc.com/en/solutions/improving-efficiency/field-service-productivity
- Follow PTC on twitter @ https://twitter.com/PTC
- Read more articles by Kris Oldland @ https://www.fieldservicenews.com/blog/author/kris-oldland
- Connect with Kris Oldland on LinkedIN @ https://www.linkedin.com/in/kris-oldland-49a0171b
Apr 07, 2021 • Features • Digital Transformation
Field Service News in partnership with RealWear, and OverIT have worked together to produce a detailed 22 page Essential Guide to Remote Service.
As part of the research into this Essential Guide, Kris Oldland, Editor-in-Chief, Field Service News spoke with Alessandro Borzacchi, Senior Project Manager, Rail Cargo Group about their recent implementation of head-mounted computers and augmented reality-based remote service solution as part of our ongoing series of interview in the Field Service News Digital Symposium.
In this segment of the interview Borzacchi discusses in detail how the RailCargo Italia team approached rolling out a comprehensive software and hardware solution to empower their field workers with a remote service system.
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Further Reading:
This interview was undertaken as part of our development of our recently published Essential Guide to Remote Service. This guide offers insight into the important considerations field service companies need to be aware of when selecting remote service solutions suitable for their needs.
The guide looks at both the hardware and software considerations as well as containing a case study from Rail Cargo Group that looks at how they implemented such a solution which has revolutionised their industry.
This essential guide is currently available on our free-forever FSN Standard subscription tier for a limited time as well as being available to our FSN Premium subscribers and our FSN Elite members. If you are on any of these subscription/membership tiers you can access this guide by clicking the button below.
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Apr 07, 2021 • Features • Telecommunications • Blended Workforce • Managing the Mobile Workforce • Ericcson • Adam Gordon
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, produced in partnership with ServicePower Kris Oldland, Editor in Chief spoke with Adam Gordon, Head of Network...
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, produced in partnership with ServicePower Kris Oldland, Editor in Chief spoke with Adam Gordon, Head of Network Planning & Optimisation, Ericcson
In this opening excerpt from a series of segments from that interview, Gordon discusses if there is any one over-riding driver for Ericcson when it comes to why they have harnessed the blended workforce model.
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If you hold either a FSN Premium or FSN Elite subscription you can find the full interview with Gordon in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
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Field Service News is published by 1927 Media Ltd, an independent publisher whose sole focus is on the field service sector. As such our entire resources are focused on helping drive the field service sector forwards and aiming to best serve our industry through honest, incisive and innovative media coverage of the global field service sector.
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