In the first part of a new series of features in which we will explore the latest exclusive field service research findings, we explore how KPIs are changing in a world of servitization, IoT and changing demographics...
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Feb 17, 2020 • News • KPIs • Research • field service • Servitization • Key Performance Indicator • Servitization and Advanced Services
In the first part of a new series of features in which we will explore the latest exclusive field service research findings, we explore how KPIs are changing in a world of servitization, IoT and changing demographics...
The shifting sands of Field Service Management
In a new series of articles by Field Service News Research, the current use of Key Performance Indicators used by field service organisations is assessed and the current trends within this area are identified.
The independent research carried out by Field Service News in late 2019 sits agains a backdrop of a rapidly changing world in which field service organisations operate with major industrial trends such as servitization taking hold and new emergent technologies such as the Internet of Things and Augmented Reality shifting the way field service organisations are approaching the mission critical role of field service.
The Average State of Play in Field Service Today
In the first part of this research analysis we discuss the critical headline finding of the research, which was that the data revealed that the most common practice amongst field service companies is to measure between 4 and 7 KPIs. However, the data does also show that we are beginning to see a trend in this number increasing.
The research also reveals that move from field service being a cost-centre within an organisation to becoming a profit centre is now almost entirely complete, and this too has, of course, had an impact on the metrics field service companies are actively measuring.
The fact that just under a fifth of companies now identify a KPI based around profit as the most critical KPI they measure for their business is another signifier of this.
However, perhaps more crucially, we see the shift in importance from field service KPIs being purely operationally focussed to being far more focused on delivering customer satisfaction. Indeed, the shift towards a customer-centric approach to service is undoubtedly beginning to take hold.
Click here to check out part one of this research analysis in our dedicated Field Service News Research channel
Want to know more? If you want to find out more about this research there is a full research report available for field service subscribers. Simply click the link below to access the full report now!
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Jan 29, 2020 • Features • management • more momentum • Servitization • Servitization and Advanced Services
Advanced services need advanced sales models to succeed, says moreMomentum's Jan van Veen.
Advanced services need advanced sales models to succeed, says moreMomentum's Jan van Veen.
Jan 15, 2020 • Features • Future of Feld Service • Professor Tim Baines • Servitization • Sustainability • Syncron • Servitization and Advanced Services
The next decade will see manufacturers come under pressure to ensure their processes are significantly more sustainable. But what role can service play in this shift? Through technology and servitization, Mark Glover discovers a strong will in the...
The next decade will see manufacturers come under pressure to ensure their processes are significantly more sustainable. But what role can service play in this shift? Through technology and servitization, Mark Glover discovers a strong will in the sector to make a difference and to make it happen.
Dec 09, 2019 • Features • future of field service • Servitization • The View from Academia • Servitization and Advanced Services
Chris Raddats from the University of Liverpool and previous guest on the Field Service Podcast looks forward to the issues that might dominate the servitization agenda over the coming years...
Chris Raddats from the University of Liverpool and previous guest on the Field Service Podcast looks forward to the issues that might dominate the servitization agenda over the coming years...
Nov 27, 2019 • Software & Apps • News • SaaS • Servitization • Syncron • Servitization and Advanced Services
New, cloud-based solution leverages Machine Learning and Artificial Intelligence to predict failures and maximize product uptime, ultimately enabling servitization...
New, cloud-based solution leverages Machine Learning and Artificial Intelligence to predict failures and maximize product uptime, ultimately enabling servitization...
Nov 13, 2019 • Features • future of field service • servicemax • Servitization • Sustainability
In this extract from a white paper published by ServiceMax we explore the question of sustainability in field service and how as well as being better for our planet it can also be better for a service organisations bottom line as well...
In this extract from a white paper published by ServiceMax we explore the question of sustainability in field service and how as well as being better for our planet it can also be better for a service organisations bottom line as well...
Nov 04, 2019 • Features • Management • Michael Blumberg • Outcome based services • Servitization
Much has been made of the potential benefits of adopting at least some servitized strategies within a service portfolio. However, the processes that need to be put in place are complex and a delicate balance between increasing profitability and...
Much has been made of the potential benefits of adopting at least some servitized strategies within a service portfolio. However, the processes that need to be put in place are complex and a delicate balance between increasing profitability and overcommitting on contractual obligations needs to be struck. Here Michael Blumberg offers his guidance as to what systems of support are required to achieve a successful path towards servitization...
Oct 30, 2019 • Features • Management • Jan Van Veen • Service Design • Servitization • Service Innovation and Design
With experiments you can test all critical assumptions and success factors of your service innovations, get better data and take better decisions before scaling up investment and implementation. As a result, you will only pursue the viable and...
With experiments you can test all critical assumptions and success factors of your service innovations, get better data and take better decisions before scaling up investment and implementation. As a result, you will only pursue the viable and valuable ideas, will not waist resources on unsuccessful ideas nor jeopardies today’s business, brand and confidence of any stakeholders or colleagues. Jan Van Veen discusses...
Oct 30, 2019 • Software & Apps • News • SaaS • Servitization • Software and Apps
BlueprintCPQ launch SaaS solution that supports servitization transformation.
BlueprintCPQ launch SaaS solution that supports servitization transformation.
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