We just concluded the 5th Smarter Services Symposium in Chicago. By all accounts it was our best event yet and sets the bar extremely high for our 2017 Symposium (to be announced here). We're still compiling all of the feedback and will get a final assessment when all results have been tabulated.
Several years ago, I had the opportunity to hear Doug Lipp speak at and close an event that I was running. A closing keynote is always a pretty tough spot as attendees are anxious to get going. They've been learning and networking for 2-3 days and those emails and calls that have been on hold are becoming a little more frantic.
Some of my ideas are original. This one isn’t. I’m glad to say that it isn’t, because I come across so many bright minds in the field of service management. One of those minds is Steve Nava (www.linkedin.com/in/stevenava1) at Luminex Corporation, Austin, TX. In a recent conversation with Steve, he spoke about his intent to extend the concept of an open office to his field service workforce. What a novel idea.
Spiderman didn't come up with it, but in celebration of his introduction to the Marvel Universe (Spoiler Alert regarding a certain Marvel movie in theaters now), it’s worth bringing in one of his most used quotes. With a slight addition, that is. The quote is appropriate when considering the focus that service organizations must place on worker and driver safety when rolling out newer tools and applications to boost the productivity of their front-line agents.
Almost all of the field technicians that we polled for The Service Council’s Voice of the Field Technician research project (Introduction, Part 2, Part 3, Part 4) recommended the profession to others. Most were equally complimentary when asked if they would recommend their current organizations.
One of my favorite quotes of all times: “The present letter is a very long one, simply because I had no leisure to make it shorter.” Often attributed to Cicero or Mark Twain, this was originally used by Blaise Pascal to highlight the challenges with being brief.
For those of you who haven’t seen the first two posts in our research on field technicians (by field technicians), it might help to review those posts prior to this one.
A few days ago, I introduced our field technician-focused research in a TSC blog and LinkedIn post. Today’s focus is on “Improving a Day in the Life” of the front-line field service workforce.
Introduction to the Research
Our research allows us to get a peek into the initiatives of broader service organizations. In this process of discovery and analysis, the area of field service is one where we spend a lot of time and energy. Personally, I have been covering the space for the past 10 years, digging into technology trends as well as the best practices of businesses looking to get more out of their field technician workforces.