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Apr 10, 2020 • Features • Gig Economy • Podcast • workforce management • FIeld nation • field service • field service management • ITSM • Blended Workforce • Mynul Khan • ITIL • Managing the Mobile Workforce
In a recent edition of the Field Service Podcast, Field Service News, Editor-in-Chief, Kris Oldland was joined by Field Nation CEO, Mynul Khan as the two discussed how field service organisations are turning to the gig economy and other third-party labour pools to balance their workforce needs.
The original interview was part of an interview for a documentary that Field Service News have produced in partnership with Field Nation looking at how field service organisations can harness the power of the 'blended workforce' in this manner.
However, the full interview contained a lot of additional insight from a man that has been a pioneer in bringing the technology that underpins the blended workforce to our sector. As such, we asked Mynul if we could publish the full interview on the Field Service Podcast. The above is an excerpt from this episode.
You can find the full podcast and our entire back catalogue here
The New Requirements of Field Service Management
There have been many crucial developments within the field service sector within the last few years. One of the most important of these, from Mynul Khan is sitting is how many field service organisations are now pushing their service offerings out to a wider reach of geographic areas.
"These are different types of service offerings, which require different types of skill sets," reflected Khan.
"This translates to having a different type of workforce that can provide the type of service needed that is more on demand, that is more agile and more nimble. Companies that are under pressure from industry to expand in different geographies and with different types of services are therefore having to adopt this more on-demand workforce model.
In parallel, we are also seeing that product based companies, so the OEMs or retailers, are also pushing more services and more solutions. The reason for this is fairly obvious - there is not much margin in selling hardware. So we are seeing large OEMs, VARs, and retailers developing their own service and solutions arm."
"There is an increasing trend to go beyond the traditional layers of service-centric revenue and to move towards a more servitized, or outcome focused approach within modern service offerings..."
Indeed, this is something that we are seeing more and more of as the trend continues.
Those companies now who don't explore the routes to developing their own field service operations to deliver such offerings, which deliver not only high margin revenue but also recurring revenue, are in danger of missing the boat and getting left behind.
Of course, this is just one mega-trend within a rapidly changing landscape of field service management.
There is an increasing trend to go beyond the traditional layers of service-centric revenue and to move towards a more servitized, or outcome focused approach within modern service offerings. At the same time automation is changing the way we think about field service, just as it is changing many other industry sectors.
The role of technology within this change, is an important one that cannot be understated.
"Technology and automation is playing an absolutely pivotal role," Khan comments.
"Another mega trend that has emerged is that all hardware is becoming IoT enabled hardware. This connectivity means that we can remote monitor and remotely trouble shoot the problem that the device is having. On top of this we are also seeing the rise of Artificial Intelligence and Machine Learning algorithms which are being used in preventative maintenance.
"All of this is coming together to really drive the cost of service down for field service companies and enables faster repair time and ore uptime for the customer. Even for a company like Field Nation, we are deploying mMachine Learning algorithms for better matching of workers to the service ticket," Khan added.
Want to know more? Check out our full documentary on the 'Rise of the Blended Workforce.'
If you are a Field Service News subscriber the link below will take you straight to the documentary.
If not, the link will take you to our subscriptions page so you can join 30,000 of your field service management peers and subscribe now and get access this documentary and all of our other premium content!
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Mar 27, 2020 • Features • Gig Economy • Podcast • workforce management • FIeld nation • field service • field service management • ITSM • Blended Workforce • Doug Lacy • Pivital • ITIL
In a recent edition of the Field Service Podcast, Field Service News, Editor-in-Chief, Kris Oldland sat down with Doug lacy, CEO and Founder of Pivital an ITSM company who have embraced the power of the blended workforce.
The original interview was part of an interview for a documentary that Field Service News have produced in partnership with Field Nation looking at how field service organisations can harness the power of the 'blended workforce' in this manner.
However, the full interview contained a huge amount of insight so with Doug's permission we took the audio from the session and published it in its raw unedited form as an episode of the Field Service Podcast.
You can find the full podcast alongside all of the other episodes here
Transparency in the Field Service Cycle:
In the excerpt above we hear from Lacy as he describes the importance of transparency in the whole of the field service cycle especially when it comes to understanding customer challenges and perceived poor engineer performance.
"We were providing a router deployment for a very large bank in the US which involved thousands of sites. We did a pilot and our techs were really struggling and we got the feedback that our techs were not doing a good job and they were taking too long to do the install," Lacy begins.
Knowing the regular performance of his own team to be of a very high standard, he realised that something wasn't quite right for there to be this much negative feedback. His response was to take a closer hands-on look at the situation himself by doing a site visit himself on a job near their local headquarters in Colarado, USA.
"While such C-level site visits are important, Lacy believes they shouldn't be necessary as technology develops to offer the transparency we require..."
As Lacy, thought the situation wasn't as clear cut as it had seemed.
"My experience was that first of all I waited 20 minutes just for someone to show up and take me to the network closet. I then spent another 20 minutes looking around for where the network closet was and where the routers were. We finally figured out that they were behind all of the Christmas decorations that had just been piled up on top of the router. It turned out to be issue after issue that was nothing to do with the tech's performance.
"Having some of that visibility, it had been four hours since I had arrived there, and it had been challenge after challenge, and all environmental challenges nothing related to our tech. I could then bring that visibility to our client and explain what I had experienced."
However, whilst such C-level site visits are important, Lacy believes they shouldn't be necessary as technology develops to offer the transparency we require.
"If we could find a better way for our clients, through technology to just be able to see, where the tech is struggling and what are the actual reasons why that tech is struggling - that insight makes a big difference in client satisfaction. Plus, it also sets the tech up for success.
"It is all about the communication and being able to understand what are techs are experiencing on site, and if we can use technology to do that, even better."
Want to know more? Check out our full documentary on the 'Rise of the Blended Workforce.'
If you are a Field Service News subscriber the link below will take you straight to the documentary.
If not, the link will take you to our subscriptions page so you can join 30,000 of your field service management peers and subscribe now and get access this documentary and all of our other premium content!
Sponsored by:
Data usage note: If you're subscription is our sponsored complimentary tier, 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, FieldNation who may contact you for legitimate business reasons to discuss the content of this content.
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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