Focus Areas: Field Services

Today’s field services executives face a myriad of challenges and pressures from both inside and outside the company:

 

  • Optimize service margins.
  • Minimize customer satisfaction erosion.
  • Shrinking budgets.
  • Globalization.
  • Increased efficiency.
  • Aging technology.
  • Employee retention.
  • New offering development.

 

TSIA’s field services (FS) discipline addresses these issues and focuses on how to optimize the performance of a field service business.

Research Agenda

The FS team has a robust research agenda lined up to provide new insights, tools, and data sets around field services best practices. Read about the state of FS in our 2013 report.

 

 

FS Research Leader

Ravi Naidu

Ravi
Naidu

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Heading up our FS research practice is seasoned services industry veteran Ravi Naidu, director of FS Research and Advisory.

 

Top Field Services Business Issues:

To address these pain points, we’ve identified a top set of field services business challenges that we address through our research programs:

 

1. Creating new field services offers that drive competitive differentiation and increase customer value.
2. Expanded use of mobile technology to enhance productivity.
3. Implementing new technologies with embedded diagnostics that will expedite the problem resolution process.
4. Reducing spare parts and logistics costs.
5. Enhancing retention through talent management strategies.
6. Driving adoption of web-based self-help and case management.
7. Identifying ways to enhance supply chain optimization.
8. Identifying the latest services KPIs, analytics and service data.
9. Trade-offs in service level agreements to align offers.
10. Creating real-time service orders through mobile applications.
11. What to do about fleet and dispatch management in the context of rising fuel costs.
12. Key security and privacy considerations for FS organizations.
13. Field service and depot repair in emerging markets.
14. Optimizing reverse logistics and product refurb/re-marketing.
15. Apply knowledge management for labor optimization.