The internet of things has massive potential to change the way companies operate and remote diagnostics can change the way field service organisations operate - benefits of cost reduction and improved customer service are the key promises of the...
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Feb 20, 2015 • video • Features • Future of FIeld Service • M.A.C Solutions • IoT
The internet of things has massive potential to change the way companies operate and remote diagnostics can change the way field service organisations operate - benefits of cost reduction and improved customer service are the key promises of the technology but what about the security issues.
To find out more Kris Oldland, Editor of Field Service News caught up with John Pritchard, Managing Director at M.A.C Solutions a company specialising in the area, at a recent Service Community event.
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 19, 2015 • Features • Cognito • FSN20 • Future of FIeld Service • Getac. Gartner • Cambridge Alliance • Field Technologies Online • IFS
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 third five of the #FSN20
William McNeil, Principal Analyst, Gartner
Gartner, alongside Aberdeen, remains one of the most influential organisations in the field service industry. Their Field Service Magic Quadrant report, which outlines which organisations are leading the way in terms of innovation in field service technology, is hotly anticipated and widely quoted each year.
McNeill, who co-authored the most recent report alongside Gartner colleagues Michael Moaz and Jason Wong, has extensive experience analyzing the latest developments across predictive support, remote service monitoring, service parts planning and optimization, and warranty management and is a regular commentator on the field service industries whose work is widely respected.
Peter Molyneux, UK President, Getac
Rugged manufacturer ,Getac, has not only managed to develop one of the rugged spaces most consumer feeling tablets last year grasping the consumerisation nettle with both hands, but unlike some of their competitors, they have continued to invest in rugged laptops acknowledging the niche they serve – i.e., in some corners of field service where heavy data input is required, a tablet screen just doesn’t cut it.
In Molyneux, they have a man who not only fully understands his product set, but also his customer base, and is about as well versed in all things rugged as anyone on the planet.
Follow Peter @GetacUK
Professor Andy Neely, Director, Cambridge Alliance
Another of the key figures within the growing movement of ‘servitization’ which could have a massive impact on the operation of field service.
Having held appointments at Cranfield University, London Business School and Cambridge University, Neely is widely recognized for his work on the servitization of manufacturing, as well as his work on performance measurement and management.
His organisation continues to work with leading companies such as IBM and BAE on research into ways to provide, implement and employ complex new service systems.
Sarah Nicastro, Editor-in-chief, Field Technologies Online
Whilst here at FSN Towers we think we’ve done a pretty good job of reporting on the tends and technologies of the Field Service industries over the last year. We’re humble enough to admit that we’re the young upstarts and we are very much walking a path led by our U.S. cousins at Field Technologies Online.
Having been at the helm for half a decade, a large slice of the credit goes to Nicastro for the respected position the magazine holds today both in their native America and beyond.
Follow Sarah @FTOnline
Laurent Othacehe, Director, Cognito
Othacehe is internationally regarded as a guru when it comes to scheduling and optimization, a reputation fully deserved after founding 360 Scheduling. The company, whose scheduling engine was built upon research with Nottingham University to establish effective scheduling for the emergency services, was later acquired by Service Management heavyweight IFS.
Unlike many who would have perhaps taken the easy life after building such a success with 360, Othacehe’s passion for the industry was evident when he returned to the market with Cognito – and his acceptance of therole there was seen by many in the industry as a significant endorsement as well as a statement of ambition for the UK-based company.
See the rest of the list here: Part One, Part Two, Part Four
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Feb 19, 2015 • Features • Management • Anglian Water • leadent solutions • Case Studies • click software • utilities
Anglian Water is the largest water and waste water company in England and Wales by geographic area, operating 1,257 water and waste water treatment works, with over 112,000km of pipework across 27,500km. Anglian Water services more than 6 million...
Anglian Water is the largest water and waste water company in England and Wales by geographic area, operating 1,257 water and waste water treatment works, with over 112,000km of pipework across 27,500km. Anglian Water services more than 6 million domestic and business customers in the East of England and Hartlepool.
Anglian Water had an established ClickSoftware Scheduling system in place. With more than 15,000 jobs per day being deployed to 1,300 Field Engineers, it was essential that the schedules were as optimised as possible. To ensure they were getting the most out of the system they turned to Leadent Solutions a management consulting company specialising in mobile workforce management.
Perceived poor performance led the scheduling staff to mistrust the automated scheduling functionality. Analytics showed that this had led to 70% of jobs being manually scheduled, which accounted for approximately 300 hours per week.
With the benefit of hindsight it was clear that necessary change management rigour had not always been applied. Perceived poor performance led the scheduling staff to mistrust the automated scheduling functionality. Analytics showed that this had led to 70% of jobs being manually scheduled, which accounted for approximately 300 hours per week.
Previous investigations had highlighted issues with data, processes, and Scheduler behaviours. The Operations Management Team took this feedback on board but also wanted to understand the level of integrity of the system set-up and configuration. As a long-standing partner of Anglian Water we were asked to draw on our niche expertise, and asked to undertake an independent review of the system.
Leadent undertook a 6 week programme of work to review the scheduling system. Before focusing on technical issues they:
- Worked with the Operations Management Team to understand business needs and goals
- Spent time with the Scheduling Team to better understand their viewpoint and working practices
Their Technical Consultants then completed a detailed review of the system set-up and configuration. Issues were shared with Scheduling Team to validate initial findings.
The full technical review showed that over time the system set up and configuration had become:
- misaligned to business goals and processes
- overly complex, often with conflicting elements
It was clear why the system was not performing optimally, explaining in part why confidence levels in the Scheduling Tool had reached rock bottom.
Emma Newman, Managing Consultant at Leadent Solutions who led the review said “taking time to understand the current position at Anglian Water opened up a series of questions that prompted the team to really start to re-focus and re-address what good looked like ‘today’. Not what was, or what has been, but what is needed now in order to ensure their system continued to support the organisation as effectively as possible, and was properly aligned to future business initiatives and objectives.
“Conducting an overall assessment of configuration and technical set up will always unearth the opportunity to make an improvement of some kind. Taking a proper look under the bonnet and making sure workforce management configuration is working to drive the correct business objectives is vital in making sure you are getting the most out of the tool you have invested so heavily in.
We were able to clearly identify the current position, and have understood where the Anglian team want and need to be. Recommendations on how to get there meant that we could help to re-focus their minds on best practice and make sure that the system configuration became relevant to their day to day workforce planning operations.”
Richard Cartwright, Technical Consultant at Leadent Solutions said “Conducting an overall assessment of configuration and technical set up will always unearth the opportunity to make an improvement of some kind. Taking a proper look under the bonnet and making sure workforce management configuration is working to drive the correct business objectives is vital in making sure you are getting the most out of the tool you have invested so heavily in.
If your business changes, the technology has to be re-assessed to make sure it is still working for you and not against you, and in some cases with Anglian, configuration had ended up in a position where it was definitely going against the grain in some areas of the business.”
During our time on site at Anglian Water, we were able to take time to ensure that employees involved in scheduling activities were trained in best practice techniques, as well as up-skilling the third party IT service provider to ensure on-going support was in place.
At the end of the six weeks, a comprehensive report was compiled and presented back to Anglian Water. The report enabled the business to understand the systems and business processes that were in place, how this compared against others in their sector and industry best practice. The report also gave clear and specific advice on the remedial action required to maximise their investment and support their on-going strategic goals.
The recommendations made in the report were completely endorsed by the Operations Management Team. Working with the Scheduling Team and broader business, we were asked to make all necessary changes to the system set-up and configuration.
Ian Rule, Head of Anglian Water’s Operational Management Centre said of the review: “Leadent Solutions have demonstrated their extensive expertise in both scheduling systems and workforce management. The in-depth review and improvement plan has shown us that they not only understand the complex technical aspects, but also the business – its needs and goals. Their no-nonsense approach has ensured that we have been given the right information to make essential decisions. They have delivered where others have failed.”
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Feb 18, 2015 • Features • Coresystems • Cranfield University • FSN20 • Future of FIeld Service • FIeld nation • servicemax • siemens • University of St Gallen
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 second five of the #FSN20
Professor Elgar Fleisch, University of St. Gallen
With an extensive academic background that covers mechanical engineering, business economics and artificial intelligence, Fleisch has both an extensive understanding of how technology can influence business and an international reputation to match that understanding.
He has focused his research on the joining of the physical and digital worlds since the very birth of the Internet of Things and is, thus, highly regarded in the sphere. It is likely no coincidence that his presence on the executive board of CoreSystems coincides with the rapid rise of the Swiss field service management software provider, whose field service offering was the first product of its type to start taking advantage of IoT.
Dave Hart, VP of Global Customer Transformation, ServiceMax
Another of those on our list who has worked their way upwards from field service engineer; in fact, Hart has taken most of the steps on the ladder.
From Service Engineer to VP of Service, from managing small regional teams through to managing thousands of engineers across Europe, he’s been there and done it. With this background there is an unbridled wealth of experience that Hart is able to share.
Therefore it was a great move by ServiceMax in employing him to help share that experience and deep understanding of field service with their expanding customer base.
Follow Dave @davehartprofit
Martin Hotass, General Manager, Siemens Professional Education
One of the biggest risks field service faces is an ageing workforce and Siemens is one company at the forefront of tackling this problem head on.
Hotass is not only leading the charge, engaging with students and colleagues alike, but in speaking to him, he is truly passionate about bringing the best young talent not only to Siemens but also to the industry in general.
If field service is going to overcome the significant issue of replacing the current workforce successfully we need more with Hotass’ dedication to the task.
Follow Martin @SiemensUKNews
Professor Howard Lightfoot, Cranfield University
Co-author on ”Made to Serve” and another significant figure in the servitization movement. However, Lightfoot’s inclusion within the list is more based on his current work at Cranfield University where he is playing an instrumental role in educating the next generation of engineers via the use of some truly groundbreaking technology.
With the field service industries facing a very real crisis of an ageing workforce, the work Lightfoot is currently performing could have a profound impact on the ability of field service companies to survive this crisis with minimal impact.
Follow Howard @howardPSS
Mynul Khan, Founder, Field Nation
The shift away from traditional work contracts to outsourcing to local contractors has an obvious appeal for field service organisations and Field Nation, a product of Khan’s own vision, is a perfect tool for facilitating this in the twenty-first century. Dubbed an ‘ebay for field workers’ Field Nation connects workers with contractors across the U.S.
Whether such a solution could work in the multi-language, cross-border regulation framework of Europe is yet to be seen, but the rapid adoption of Field Nation suggests that there is certainly a market in the home shores at least.
See the rest of the list here: Part One, Part Three, Part Four
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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 16, 2015 • Features • Management • aston university • Colin Brown • service council • Servitization • sumair dutta • tim baines • Asolvi
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 will be announcing who made the list in alphabetical order in four sections across the next four days. So without further ado we are pleased to bring you the first five of the #FSN20
Colin Brown, Managing Director, Tesseract
Every generation or so a company will pioneer a new approach and then when they start to get some traction everyone else follow’s suit. Service Management Software company Tesseract under Brown’s long standing direction happen to have been that company twice, being the first company to launch a Service Management solution firstly for Windows and secondly in the Cloud.
If they head off in a new direction again I’d suggest paying attention.
Professer Tim Baines, Aston University
Co-Author of “Made to Serve” and also Director of the Aston Centre for Servitization Research and Practice, Baines is one of the leading figureheads for the servitization movement, which could have an incredible impact on how field service operates for companies that adopt this approach.
An engaging and passionate speaker, with unbridled passion for his topic, Baines is one of the most significant figures in what is potentially one of the most significant industrial concepts in the twenty-first century.
John Carroll, CEO, The Service Council
As founder of The Service Council Carroll’s impact on the field service industries stretches far beyond their home shores of the U.S. and right across the globe.
Having rapidly evolved from a good idea to a community spanning across 6 continents and representation in more than 30 countries, Carroll finds himself spearheading one of the most influential groups dedicated to field service in the world.
Alastair Clifford-Jones, Managing Director, Leadent Solutions
For perhaps too long Leadent Solutions have been one of the industry’s best secrets as Clifford-Jones has quietly built his managing consultancy with a team that, unlike some of his better known competitors, is populated with people who have worked in similar roles for their clients –so they inherently ‘get it’.
Therefore, it is not surprising that they are putting together an enviable track record of working with some big names and I think soon many more are set to follow.
Follow Alastair @LeadentSolution
Sumair Dutta, CCO, The Service Council
In his previous role with Aberdeen Dutta headed up the organisation’s Customer Experience and Service Management Group and was a significant key figure in the launch of Aberdeen’s Chief Service Officer Summit Series.
Now in his role as Chief Customer Officer for The Service Council Dutta is one of the most widely seen commentators on the industry.
He also has field service’s best avatar.
See the rest of the list here:Part Two, Part Three, Part Four.
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Feb 16, 2015 • Features • Aly Pinder • Future of FIeld Service • future of field service • Generation Y • Trimble
The field service industry has, in previous years, been a subject of concern for having an ageing workforce. However, as the industry continues to evolve, a major trend has been the emergence of young, tech-savvy and collaborative workers writes...
The field service industry has, in previous years, been a subject of concern for having an ageing workforce. However, as the industry continues to evolve, a major trend has been the emergence of young, tech-savvy and collaborative workers writes Trimble Field Service Management's John Cameron
According to Aberdeen Group’s latest report, ‘Emerging Workforce in the field: Tech-savvy to technician’, approximately one-fifth of the current workforce is under 30, with the average age of a field service technician being 32 years old. Field service organisations must therefore recognise what the needs of this new workforce are, in order to keep them for the long haul as well as to attract the next pool of young talent.
Flexibility and Mobility
Technology is recognised as an aid to achieving key strategic objectives. It is therefore important for organisations to understand how the [quote float="left"]Tech-savvy workers don’t want to be tied down by legacy technologies. They want the freedom to engage with the latest advances
influx of young workers use, process and engage with technology. A key factor to consider is flexibility and mobility. Tech-savvy workers don’t want to be tied down by legacy technologies. They want the freedom to engage with the latest advances and utilise technologies they are used to in their personal lives.
There has been much debate around ‘Bring Your Own Device’ strategies, where employees have the ability to connect their own technical devices to their company’s network instead of using a device owned by the company. Aberdeen Group’s report found that 62% of the top performing field service organisations have incorporated a BYOD strategy as a result of a more tech-savvy workforce and 43% are more likely to give technicians access to social media and collaborative tools to facilitate knowledge transfer.
Visibility and collaboration
A major characteristic that the emerging field service workforce encompasses is the ability to be collaborative, and this is a trait that will help transform service and the relationship with the customer. Organisations must therefore capitalise on this by developing the collaborative tools needed to help the workforce perform as experts in the field and resolve customer needs quickly.
Having the tools and capabilities to work more collaboratively, and having access to real-time insight, empowers the workforce to make more strategic decisions.
Having the tools and capabilities to work more collaboratively, and having access to real-time insight, empowers the workforce to make more strategic decisions. The speed of communication via social and mobile allow them to solve problems more quickly and ensures resolution is not delayed because of lack of information.
Customer service excellence evolves with the emerging worker
It is now widely regarded that customers of today are much more demanding, expecting a quick fix on the first visit and a valued experience as standard. For the field service technician, who is often the only contact a customer will have with the business, there role is therefore more than one of just operational necessity; it is a role of strategic significance.
[quote float ="left"]There is a strong focus on the importance of emotional intelligence as an enabler to deal with the wide variety of changing customer service relationships
As a result, field service organisations seek field workers who have desirable attitudes and attributes for customer service. In particular, there is a strong focus on the importance of emotional intelligence as an enabler to deal with the wide variety of changing customer service relationships. Aberdeen Group found that the top performing field service organisations outperform their peers in regard to retaining the field heroes that they have, but almost as importantly, they are able to find, hire and train the next field service heroes.
These top organisations achieve this by capturing as much knowledge from seasoned workers before they retire so that they can pass it on to the up and coming youths of the industry. Indeed, 70 per cent of top performing field service organisations are more likely to provide technicians with a knowledgebase of recorded training videos and images.
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Feb 15, 2015 • Features • Management • Aftermarket • field service europe • Field Service Events • Field Service Forum • Service Management Expo
With field service going through a period of continual evolution there are a growing number of events dedicated to the industry that give you the opportunity to here from vendors, industry leaders and your peers to help you stay abreast of the...
With field service going through a period of continual evolution there are a growing number of events dedicated to the industry that give you the opportunity to here from vendors, industry leaders and your peers to help you stay abreast of the latest trends. Here we look at some of the key events across 2015…
26 February, 2015
Enterprise Mobile Technology 2015, Hilton at St George’s Park, Burton on Trent
This is a unique one-day event bringing together leading executives and key decision makers, partners and suppliers from the mobile services industries. The event is designed to provide a platform to discuss smarter technologies for a connected mobile workforce. You’ll hear from industry experts, explore new and emerging technologies and also have the opportunity to network with peers and colleagues. From discussions about the tablet productivity evolution to connectivity in the field and transforming mobile operations, this is a must-attend event. Click here for more information
23 – 25 March 2015
Field Service Medical Europe, Conrad Dublin, Dublin, Ireland
Across Europe, medical device manufacturers want to develop proactive customer service & a surefire way to keep pace with remote technology advancement. Until now, they had no way to share their ideas for the future in an open, collaborative environment. So the team behind Field Service Europe have created Europe’s most interactive forum for service & support executives – a 3 day meeting with the real leaders of the industry helping to transform their business in the digital age.
This event features practitioner only workshops, one-on-one speaker meetings, and is focused around networking to build career-long relationships. Also, as small and medium sized organisations face a unique set of challenges, there are separate sets of workshops for similar companies to collaborate and share their insights. Click here for more information
16 April
The Service Community. Venue TBA
“The Service Community is made up of people interested in finding out more about the service industry from its participants. The Service Community aims to provide opportunities to find out what practices have worked for others, and what hasn’t worked, and why; to move away from the theory of what could be done by examining what others do and evaluate successful practices. Meetings (no fee is charged) will aim to provide content which doesn’t appear to be readily available, and to stimulate and inform in a format that is easy to access and use, and relevant to the user.” – Steve Downton
Founded by the late Steve Downton, The Service Community is a non-profit organisation that seeks to drive service improvements and innovation through collaboration.
Run by service professionals for service professionals The Service Community runs a series of events across the year with expert presentations from some of the UKs leading service professionals from a wide array of industries. Recent speakers include:
Mark Rawding, Coca-Cola Enterprises, Andy Beer, Pitney Bowes, Martin Gilday, Elekta, Martin Summerhayes, Fujitsu, Graham Coyne, Siemans
Attendance is free for all Service Professionals and each event is not only a fantastic opportunity to hear of best-practices from leading industry professionals but also to network with other service professionals across the day. Click here for more information
2 - 3 June
Field Service Forum, Sheraton Hotel, Amsterdam
The 2nd Annual Edition will take place June 2nd-3rd, at the Sheraton Airport Amsterdam. The two-days interactive event will gather 150+ service professionals from cross-industry sectors and from all corners of Europe, and will feature case studies from organisations such as ABB, Siemens Wind Power, Nestle Nespresso, Pentair, Volvo Construction Equipment, and many more. Click here for more information
16-18 June
Service Management Expo Exel Centre, London
Service Management Expo returns to London’s ExCeL this summer, taking place from 16-18 June 2015, Europe’s only dedicated exhibition for the field service market will be co-located with Facilities Show as part of the Protection & Management Series.
Now in its 31st year, Service Management Expo is the annual industry event that brings together the latest information and the most up-to-date products and services for those working within service management, logistics, fleet management, operations and IT.
Service Management Expo will host the dedicated Field Service Solutions Theatre in partnership with Field Service News. A full educational programme will run across the three days, mixing interviews with influential industry figures, best practice case studies and thought provoking panel debates. The theatre will also host daily networking sessions allowing you to mingle with peers, discuss topical issues and catch up with old friends. Click here for more information
19 – 21 October
Field Service Europe, Movenpick Hotel Amsterdam
Field Service Europe is a forum for senior-level service executives from leading global organisations to share best practices on today’s most pressing issues including adopting a proactive and preventive approach to customer management, streamlining aftersales business to radically improve productivity, and utilising advanced remote diagnostics technology to increase efficiency and customer loyalty.
The peer-driven conference is packed with in-depth workshops and interactive roundtable discussions as well as unparalleled networking opportunities like the Women-in-Service Luncheon and VIP Think Tank. Click here for more information
21 to 23 October
Aftermarket Europe, Grand Hotel Huis ter Duin, Noordwijk
The 9th edition will take place October 21st - 23rd in the Netherlands. It is the leading European event for senior aftermarket executives, attracting 200+ participants from global organisations. Over the course of three interactive days of content and networking, participants will be confronted with best practices and solutions to current challenges. Click here for more information
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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