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To paraphrase Peter Drucker, you cannot manage what you do not measure. Yet as we saw in the previous installation of this series of videos the world of field service is rapidly changing. With this in mind in this second excerpt from the full presentation (available on the links above to fieldservicenews.com subscribers) Kris Oldland, Editor-in-Chief, Field Service News and John Hunt, Managing Director, EMEA, Astea turn their attention to the topic of Key Performance Indicators (KPIs) and assess offer some guidance on where field service organisations should be focussing their efforts when it comes to measuring success. 

You would think that in a world that is generating more data every year at an exponential rate, measuring performance analytics would be a relatively easy task.

However, there is a flip side to the vast array of data we now have at our fingertips - the sheer digital deluge we are facing can be quite simply overwhelming. "In a world where there is data everywhere can we be monitoring too much?" posits Oldland "How should companies identify the areas that are most pressing for them?" He adds.

"The answer is dependent on a number of variables," Hunt responds. "It depends on the complexity of their service model, the sector they operate within and then unique aspects of the individual organization.

For example, do they handle parts logistics or are they a third party only service party provider who relies on the OEM to handle parts management? Are they a long cycle service call orientated or short cycle?"Ultimately, there is, of course, no one size fits all answer to this question. At the same time there are some critical areas that many best-in-class companies do all commonly focus on when it comes to monitoring field service KPIs which Hunt outlined during the presentation.

These sit across four key areas, and Hunt identified seven specific KPIs across these areas that he sees being utilized and monitored by the most successful organizations he works with.

These are:

However, as Hunt explains in the video the most important consideration when establishing what the core metrics you should measure in your business are is to strip back what the core objectives are in terms of your service delivery. 

"It [the KPIs you measure]has got to anchor back to what is a clear vision and core values," Hunt explains. "In the simplest terms, companies n the field service business install and deinstall machines and do scheduled maintenance and repairs and upgrades. To optimize those tasks, it is essential that field service organizations achieve maximum efficiency in all related processes upstream and downstream across the business.

Want to know more? The full length video of this presentation is available as premium content to fieldservicenews.com subscribers...

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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 who may contact you for legitimate business reasons to discuss the content of this content.