ARCHIVE FOR THE ‘michael-blumber’ CATEGORY

In the Big Discussion, we will take one topic, bring together three leading experts on that topic and put three key questions to them to help us better understand its potential impact on the field service sector...

This issue our topic is the what to expect in 2018 and our experts are Michael Blumberg, Blumberg Advisory, Bill Pollock, Strategies for GrowthSM and Jan Van Veen, moreMomentum

So let's tackle the first question...

What is the biggest challenge facing field service companies in the next 12 months?

Bill Pollock: The biggest challenge facing field service companies in the next 12 months will be keeping up with customer expectations for service delivery as they continually raise the bar with respect to performance. This is not necessarily a “new” challenge – it actually has been one of the main challenges for field service companies year-after-year. However, the current environment of constantly improving technology and its availability through both the traditional, “tried-and-true” FSM solution providers plus the introduction of several new technology-based solution vendors makes this challenge particularly daunting for many field service managers.

Selecting which technology to implement is not the only challenge, however; field service companies must also be able to choose the right solution vendor to help them design, implement and support their newly acquired technology. Some of the most challenging questions may be, “If we’re already using Microsoft Dynamics 365 for our CRM solution, should we also use Microsoft Field Service?”; similarly, “If we’re already using Salesforce for our sales and marketing management, should we also use their Field Service Lightning solution?” Other questions may include, “Should we use one of the traditional FSM solution providers, such as Astea, ClickSoftware, IFS/Metrix, ServicePower, etc., or one of the newer providers?”; or “Should we use a UK-based solution provider, such as Fast Lean Smart, or Kirona, etc., rather than an off-shore-based provider?”

The choices are many – and no less challenging than they have been in the past!

---

Jan Van Veen:  Most manufacturing companies and their service units struggle to innovate and change quick enough.

Technology is developing at an increasing pace; adoption of new technology has never been so rapid. In the digital era, we can expect competition from new entrants like innovative data- and algorithm-driven businesses.

So, the name of the game now is ‘Adapt and Thrive’ (or ‘Stagnate and Die’). The winners of the next decades will be those who can maintain a high speed of business innovation and change, and can cope with a high level of uncertainty and unpredictability.

What is holding most manufacturing companies back is;

• Slow change, whether it’s small change or bigger change
• Stuck in business-as-usual: innovations are predominantly incremental improvements of the status quo
• Lack of influence: individuals at all levels and in various departments see the threats, opportunities and the lack of progress, which frustrates them

I believe that one of the biggest challenges right now is to increase momentum for rapid and fluent change from the inside, and empowering employees at all levels to take ownership.

---

Michael Blumberg:  In the short term, field service companies must also find ways to balance service quality and productivity with their financial goals and objectives (think costs and profits), all while striving to maintain exceptional levels of customer satisfaction and loyalty.

This objective holds true for any 12-month period under consideration whether the year is 2018, 2008, or 2028.

The challenge lies in developing and implementing a winning strategy based on current financial and operating constraints that each company faces.

---

Be social and share

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

 

---

 

Be social and share this feature