Who are the most influential people in the global field service sector that you need to pay attention to in 2017?
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Mar 06, 2017 • aberdeen • Aly Pinder • FSN20 • Future of FIeld Service • Kevin Jones • MArne MArtin • Michael Blumber • Nexus • Nick Frank • on-Demand Economy • Panasonic • Quantum Annealing • BBA Consulting • Blumberg Advisory Group • Dave Yarnold • Jim Baston • selling service • servicemax • servicepower • Si2 partners • The Service Council • Touchbook20 • TOughbook • Parts Pricing and Logistics
Who are the most influential people in the global field service sector that you need to pay attention to in 2017?
The Field Service News #FSN20 is our list of the individuals we believe will be key influencers in our industry across the next twelve months. Those included in the list have been selected by our own panel of industry insiders, who were given the simple criteria of identifying people who will have a significant impact on field service thinking.
However, more than just an annual list of 20 individuals the #FSN20 has grown since it’s launch to become a true celebration of excellence and innovation within our industry.
There are some familiar names and some new faces on this years list and as always we don’t expect everyone to agree with our selection – at it’s heart the #FSN20 was conceived as a tool to get everyone in our industry thinking about who it is that they have come across in the global field service sector that has made them think, who has made them question the accepted paradigms, who has inspired them to do just one little thing more in their own day to day role.
The #FSN20 is not just about the list our panel has put together. It is about fostering discussion that celebrates the unsung heroes of the field service sector. So look out for the online version of this list as well to take part in the debate.
But for now, ladies and gentleman and without further a do, in no particular order, we are pleased to introduce the #FSN20 of 2017…
Click here to see page one of the 2017 #FSN20
Nick Frank, Founder and Managing Partner Si2 Partners
Having worked as an international consultant for over 6 years, Nick founded Si2 Partners last year bringing a new approach to consultancy by offering services on demand.
Nick’s focus is on service strategy development, servitization business models, ecosystems, innovation management, service operations and service business development. He works with companies in a diverse range of industries including engineering, high volume manufacturing, equipment manufacturers and technology. A regular columnist in the trade press and a excellent speaker often to be found at industry conferences, Nick also plays a pivotal role in organising the conference sessions for the UK not-for-profit group The Service Community.
Michael Blumberg, President of Blumberg Advisory Group, Inc
Michael Blumberg is the President of Blumberg Advisory Group and is a recognised expert in Field Service and Reverse Logistics in High-Technology industry.
Michael’s thought leadership, service system planning and strategy formulation are cited as having helped many organisations increase profits and he is a prolific author publishing a number of well received projects including white papers and educational video projects.
Aly Pinder, Director of Member Research & Communities, The Service Council
In previous editions we had a rule that we would only include one person per organisation within the #FSN20. However, ever since Aly moved from the Aberdeen Group to The Service Council, we knew we would have to repeal the rule, as both Aly and Sumair are industry heavy weights in terms of analysis of our industry.
In his new role he will be looking to further enhance the already well established research projects undertaken by The Service Community and his addition to their team makes The Service Council one of the most important groups in the entire global field service sector.
Tom Heiser, CEO, ClickSoftware
It may perhaps be unfair to comment that when Heiser took the reigns of the field service management software stalwarts ClickSoftware the company was perhaps at it’s weakest point in some years, indeed they remain a leading provider of field service management solutions at the forefront of the industry.
Yet, based on the sheer level of dominance that they once held and in light of the ever increasing quality of the competition in the field service management space, Heiser had little time to find his feet in the world of field service if he was to ensure the ClickSoftware brand remained as synonymous with delivering service excellence as it had to date - particularly in the natural uncertainty that an acquisition by a private equity firm can potentially cause.
However, having seemingly spent little more than a few hours in his own office for the first six months as he flew around the world meeting analysts, influencers and customers alike Heiser certainly appears to have not only established a firm grasp of the industry at large but also where the future for field service management technology lies and under his guidance the outlook for the iconic ClickSoftware brand appears to be on a very positive footing once more...
Marne Martin, CEO, ServicePower
With their next generation platform Nexus now firmly established within the market place ServicePower have re established themselves as a key company within the FSM solutions sector under the vision of Martin.
However, it is her focus on R&D that really continues to drive Service Power to the forefront of their sector. With a number of patents including a one focussed on quantum annealing that will see them developing cutting edge technology for the foreseeable future. Martin is also a very highly respected speaker on the international field service circuit
Jim Baston, President of BBA Consulting Group Inc
Baston of BBA Consulting is the proponent of Proactive Service, and is a master when it comes to understanding the delicate relationship between service and sales and how companies can maximize that relationship to enhance profits. Author, Speaker and Consultant Baston is an intelligent and experienced leader within his field whilst being a true gentleman and pleasure to talk to, to boot.
Kevin Jones Managing Director Computer Product Solutions, Panasonic Europe
Panasonic remain the undisputed leaders in the rugged space with the ToughPad and Toughbook brands synonymous with rugged computing. The Panasonic ToughBook20 is the worlds first fully rugged detachable and could just be the most perfect device for field service to date being both a tablet and a laptop.
Jones has spent a decade with Panasonic and has total responsibility for the entire ToughBook / ToughPad Products and Solutions in Europe, including Sales, Marketing, Engineering and Operations whilst also sitting concurrently on the board of Panasonic Manufacturing.
Dave Yarnold, CEO, ServiceMax
Within less than a decade Yarnold has taken ServiceMax from start-up to being purchased by GE late last year for close to a Billion Dollars.
However, the meteoric rise of ServiceMax wasn’t solely about the technology. Yarnold has a true passion for the service and that passion has filtered down and shone through at all levels of the organisation, which was perhaps the secret source that put them at the top of the sector - having been recognised as the leading FSM solution provider in the most recent magic quadrant report.
Now as part of GE Digital, Yarnold has even bigger visions of how ServiceMax can play a role in building an operating system for the entire industrial sector of which service will be a key component.
Big ambitions?
Yes. But Yarnold is a man that could possibly just do it.
Click here to see page three of the 2017 #FSN20
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Nov 03, 2015 • Features • Management • aberdeen • Aly Pinder • Mobility
Aberdeen's Aly Pinder explores the all pervasive nature of the modern mobile...
Aberdeen's Aly Pinder explores the all pervasive nature of the modern mobile...
When was the last time you woke up from a night’s slumber and didn’t first check your smart phone or tablet for an update on what you missed over night? What’s the weather? Is there traffic? Do I have a 9am meeting I am already late for?
This attachment to mobile technology is not just a trend for millennials and their younger co-hort. From toddlers to grandmas to the field service technicians, mobility is becoming a way of life.
But with this level of ubiquity comes some missteps by service organisations as they look to drive value in these investments. In order to avoid a technology journey which will lack the impact that top performers achieve, service organisations should keep a few best practices in mind:
- Make technology simple for your techs. The fastest way to achieve zero to low ROI on a technology investment is to have technicians who decide to work around the solution because they are not on board for this IT initiative. Technicians should be involved in the identification, selection, and deployment of the tools they will have to use as a part of their daily activities. Being forced to use a tool because the home office said it will drive productivity is not a guarantee of adoption. Technology is no longer a foreign subject for the field, but no one likes to be forced into change.
- Open a window from the customer, to the field, all the way to the back office. Often times the discussion around paper forms and a move to mobile tools surrounds around cost savings, efficiency gains, and the ability to increase turns of the wrench. These are all benefits, but the value of mobility goes well beyond these tangible and low-hanging fruit KPI. Mobility provides a view into the field and each customer interaction. And as organisations continue to jockey with competitors and third party service providers, it is imperative that the service organisation have real time insight into the service experience so adjustments can be made to ensure the customer experience is continuously improved.
- Mobility must be an on-going journey, not a one-time IT investment. Too often, IT roadmaps are not created for the service team but instead are reserved the rest of the enterprise. But as service, assets, and customer relationships become more and more complex, it is important that technology for the service team is an area which receives constant attention, investment, and re-evaluation. This doesn’t mean that this has to be a cost drain, on the contrary if service technology initiatives follow a clear strategic vision it will avoid the pitfalls of long drawn out implementations which show no ROI.
- Find the tools that work for your team. Mobile technology is an aspect of field service which most mirrors the consumer world when it comes to excitement and ‘cool’ factor. Many service organisations are evaluating and investing in the latest technology around tablets, smart phones, and wearables. But much like the consumer space, if you haven’t identified a clear need, business value, and implementation strategy to maximise the technology’s use this will be a waste. I can’t count the number of devices I have hidden away in a closet in my house because after a short period of excitement the tool didn’t actually improve my daily life. Don’t let this happen for your service organisation or your field service technicians.
Mobile technology is rapidly evolving and it is a very exciting time to be involved in field service as organisations are investing in the latest tools to help their technicians.
But organisations must remain focused on a clear strategic vision which maximizes the value of mobility while also ensuring that this is part of an on-going improvement model. If this approach is taken, organisations will find that not only will their field teams have the tools that help them navigate the 21st century but they will also be able to deliver exceptional service to customers.
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Feb 19, 2015 • Features • aberdeen • Aly Pinder • FSN20 • Fujitsu • Future of FIeld Service • Hilbrand Rustema • Martin Summerhayes • Noventum • Bill Pollock • IBM • Steve Downton • Steve Street • Strategies for Growth
Across December and January we asked our readers to nominate candidates for the inaugural #FSN20, a list of the twenty most influential people in field service. We received nominations from across the globe through social media, email and even a...
Across December and January we asked our readers to nominate candidates for the inaugural #FSN20, a list of the twenty most influential people in field service. We received nominations from across the globe through social media, email and even a phone call or two directly into the news-desk.
Armed with a list of candidates, a Field Service News panel selected the final list of twenty based on the number of nominations, their impact on the industry (past, present and future) and their sphere of influence in both the physical and digital world.
After much long deliberation, heartful debate (read arguing) and enormous amounts of coffee we managed to whittle our list down to a final twenty which we pleased to present to you here the inaugural edition of the #FSN20. You may not agree with our selection and if you don’t tell us, tell your friends, tell your colleagues, hell tell the world – because at the heart of it that’s what this list is all about, getting people talking about excellence in field service and raising the profile of those leading us to a better future.
We are now announcing who made the list in alphabetical order in four sections across four days. So without further ado we are pleased to bring you the final five of the #FSN20
Aly Pinder, Senior Research Analyst, Aberdeen
One of the most prolific authors in the industry and also one of the nicest guys in Field Service to boot. Pinder had more nominations for this list than any other candidate, which speaks volumes.
Having written or co-authored over 50 research reports, and benchmarked more than 4,000 service executives across 5 years with Aberdeen, he writes and speaks with authority and understanding and is widely respected across the market.
Bill Pollock, President and Principal Consulting Analyst, Strategies For Growth
Pollock is one of the industry’s most respected authors and commentators with a long and distinguished career focused on field service.
Having worked for Gartner, Aberdeen and been a founding partner of The Service Council, his analysis is highly sought after and he has authored some of the most detailed research available in the industry. His white papers, blogs and posts are widely read across the globe.
Hilbrand Rustema, Managing Director, Noventum Service Management
Co-author of seminal service book, “Service Economics” and managing director of one of Europe’s most prominent Service Management consultancies, Noventum Service Management, Rustema has been at the heart of evolving service thinking across the continent for many years and remains at the forefront of the sector today.
Steve Street, IT Security & Infrastructure Architect, IBM
Steve Street, IT Security/Infrastructure Architect, IBM – In a long industrious career with computing giants IBM Steve has been an excellent servant to service science. He has worked with many of the key leaders and thinkers in this area including Professors Irene Ng, Scott Sampson and fellow Cambridge University Alumni Andy Neely on a wide range of initiatives to unite academia, government and industry in the development and promotion of service science as a discipline.
He remains a key figure in the evolution of the area and his work is shaping the way leading organisations are seeking to deliver services.
Martin Summerhayes, Head of Strategy and Business Development, Fujitsu
One of a few on the list that started their a career as a service engineer, Summerhayes’ career has been quite remarkable.
He was the man who devised HP’s service strategy which became a billion dollar proposition, he has advised London’s Metropolitan police force working with local and national government, paramilitary and commercial companies, before taking on his current role as Head of Strategy for Fujitsu. And he still finds time to take a proactive role in promoting service excellence in the UK nonprofit group, The Service Community.
Follow Martin @martinsummerhay
Special Mention - Steve Downton, Downton Consulting
Whilst Downton sadly passed away in 2013 his long-standing legacy remains both in the approach he developed to service as outlined in the book, ”Service Economics”, which he co-authored with Hilbrand Rustema and Jan Van Veen, as well as in the non-profit organisation he created, ”The Service Community”, which continues to operate as a significant organisation dedicated to sharing best practices amongst service companies operating the UK.
Steve’s impact on the field service industries will be long felt.
See the rest of the list here: Part One, Part Two, Part Three
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Feb 16, 2015 • Features • aberdeen • Aly Pinder • Future of FIeld Service • Gamification • wearables • BYOD • IoT
We've already run a number of features that have looked at the trends that might be emerging or appearing on the horizon service this year. However what about the trends that have already emerged that will move beyond concepts and firmly take root?...
We've already run a number of features that have looked at the trends that might be emerging or appearing on the horizon service this year. However what about the trends that have already emerged that will move beyond concepts and firmly take root? Aberdeen's Aly Pinder, takes a brief look at the trends which won't fade away this year...
Trends come and go in our lives, and field service is no exception. But not all trends are alike. The five field service trends below have and will continue to bring valuable change to service and I expect they will not fade into our dusty history books:
Gamification:
Game mechanics is not just about a consumer trend to ensure that companies can better track and market to customers. Gamification can be used in field service to create a new and very visible incentive structure to help technicians evolve with the changing service model. No longer is field service solely expected to meet a schedule, technicians must now work with customers to resolve issues, create value partnerships, and help drive future revenue opportunities.
Internet of Things:
This may have had the most buzz in 2014. IoT in field service has the opportunity to play a major role in transforming how organisations capture data, what types of performance data they can gather, how they can resolve issues in a predictive and proactive manner, and find the next solutions for future problems.
BYOD:
The bring your own device initiative has run up against some skepticism recently. Like all trends a clear strategy to maximize the value of BYOD is necessary prior to rolling this type of change out to the field. Organisations Aberdeen sampled which adopted some level of a BYOD strategy did not see a drop off in key metrics, and in many cases they actually achieved improvements.
Techs as Partners:
No longer is the OEM the only company that can provide service on a given piece of equipment. The service model has begun to require that companies not only provide customers with the option to get the closest technician, but sometimes if they like get the technician they want to work with.
Wearables:
Will all technicians be outfitted with augmented reality glasses in 2015? Probably not. But wearable technology will continue to evolve in cost, value, and practical improvement for the field. Each technology advancements struggles with what is flashy and what helps get the job done in the field. Wearables are no different.
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Feb 24, 2014 • Features • Management • aberdeen • cost centre to profit centre • management • Trimble
When building, developing or establishing a service business there are numerous factors that need to be considered. However, the most fundamental strategy to ensure service excellence is delivered remains one of the simplest. The customer needs to...
When building, developing or establishing a service business there are numerous factors that need to be considered. However, the most fundamental strategy to ensure service excellence is delivered remains one of the simplest. The customer needs to be at the heart of all your endeavours. This fact was at the top of the agenda during a recent webinar that was hosted by the Aberdeen group and Trimble FSM.
During the session some very interesting points were made by Aberdeen Analyst Aly Pinder during a Q&A session. Indeed Pinder asserts that best-in-class businesses are united in putting the customer at the centre of their field service operations.
Whilst field service has always been an undertaking with the customer at its centre, across the industry globally we are currently seeing a renewed focus on improving the customer experience. Simultaneously field service technologies become more and more refined enabling vast improvements in managing and monitoring how service is delivered.
Furthermore communicating these improvements to the customer base is another factor in building a reputation for such service excellence.
In PInders words “Providing better customer reporting is essential and it is important to relay the data that you’re collecting back to the customer, allowing them to effectively be an advocate and partner of your business.”
In fact Pinder provided a neat example of this highlighting those companies that are now applying predictive or preventative maintenance. Such companies have a fantastic story of delivering such advanced customer service through adopting such a proactive approach, and the customer really should be made aware of it. A satisfied customer, who feels reassured that they are in competent hands with their service organisation is fantastic ambassador with the potential to help drive higher levels of engagement between the two parties moving forward.
Another interesting point that Pinder makes is that within the mobile workforce there are different skill sets, beyond those that we would consider essential to the field engineer’s role, that are exploitable. For example some of your field engineers may be particularly effective salesmen with a natural gregarious demeanour, an obvious asset. Yet not all field engineers may be so comfortable to don a salesman’s hat. However, there are other opportunities beyond direct selling. Field technicians are in touch with the customer and those less suited to sales can add value bringing in customer data from the field.
Some companies have moved towards incentivising their field staff, although Pinder advises stepping carefully down this path.
Pinder comments: “This is not necessarily the right thing to do for every company as you need to understand the skill set of your technicians and understand which technicians could be good sellers and which aren’t…”
However he also identifies the benefits of this route also adding:
“For those organisations that understand the skill sets of their technicians, incentivise technicians that are really good at selling and incentivise those that aren’t good at selling at bringing that data back in and passing that along to the sales and marketing team.”
Perhaps the biggest issue in the shift from cost centre to profit centre that Pinder identified was the devaluing of the service experience.
There are many different elements of a field service organisation that can deeply affect the customer experience and both sales and marketing can have a major impact. Often, sales representatives will bundle service in for free as part of the overall sale. Pinder believes this is a dangerous path to follow.
“When a sale is given away for free your ability to deliver that ‘exceptional service experience’ is greatly devalued. Therefore, ensuring your sales organisation understands the value of service internally and that they can communicate that to your end customers is important.” Pinder commented.
One additional area that perhaps doesn’t get the credit that it deserves for its impact on the final impact on customer experience is engineering and design. Pinder also identified this as a two way street.
“Best-in-class organisations pull in data from technicians, give that back to engineering and design and have those teams create products that fulfil customer needs. The technician incorporates the insight provided by customers to create a product or new service that is tailored to customer needs.”
Whilst best-in-class companies push the boundaries of service excellence, at the other end of the scale there are three common issues that Aberdeen have identified that field service companies are not meeting which result in dissatisfied customers. These were:
The technician did not resolve the issue first time, The wait for the appointment was too long, The technician didn’t show up for the appointment at all
Companies can address these fundamental problems and improve the customer experience they deliver simply by making sure the technician to be sent to the appointment has the correct skills set and tools for the job and ensuring communication with the customer around appointment times is accurate and reliable.
Discussing this Mark Forrest, general manager of Trimble Field Service Management commented:
“Achieving customer satisfaction in today’s marketplace is tough. On-time performance is the Holy Grail – problems must be solved the first time, and solved effectively. As a result, more and more organisations are beginning to realise the value of ‘intelligent scheduling’ - incorporating technician knowledge, parts availability, and capacity into their scheduling processes to ensure that the technician arriving on site is actually the person who can resolve the customer’s issue first time.”
He continued: “Businesses can address the challenge of making better in-day decisions by utilising a work management self-learning tool. To avoid large data set-up exercises of skill sets and work areas, a self-learning tool supports the assignment of work orders to the field technicians by remembering who has the right skills and their usual work areas. The user also has the ability to enquire what has been learnt by the system and correct it.”
A full recording of the webinar can be downloaded here
Find out more about Trimble including video, news and features in our directory listing here.
To download the full report please visit www.trimble.com/fsm
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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