For Business Process Professionals

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	January 10, 2008 Field Service Best Practices Adoption by William Band with Sharyn Leaver, Mary Ann Rogan

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Executive Summary

We surveyed 55 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 11 field service best practices capabilities. We found that adopting field service best practices challenges many organizations that have this function as part of their business model. About one-quarter of the respondents surveyed evaluate their capabilities to make effective field service scheduling decisions to be poor/below average. And about the same proportion believe their mobile field service capabilities to be subpar. Greater integration of field service in the demand and supply chain can drive the conversion of field service operations from a cost center to a profit center. How well does your organization stack up? Compare your organization to field service best practices, pinpoint the best opportunities for quick wins, and build an action plan to close the gaps.

TABLE OF CONTENTS

• Customer-Facing Process Improvement Initiatives Flounder Without Focus
• Weak Field Service Practices Block Demand And Supply Chain Synchronization

RECOMMENDATIONS

• Use Best Practices To Turn Field Service Into A Tool For Customer Retention
• Supplemental Material
• Related Research Documents

This is an excerpt

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