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At TSIA, we provide technology and services businesses with the insights they need to grow, advance, and achieve their desired outcomes in our rapidly evolving industry. At the heart of this in-depth research are TSIA's research executives, who keep their fingers on the pulse of what's new and what's next in technology and services in order to deliver compelling content, best practices, and tools to our members. To highlight the brilliant people behind the research that makes TSIA what it is, we've invited the VP of Field Services research, Vele Galovski, to tell us a bit about himself and his thoughts on what the future holds in his area of research, field services.

Q: How would you describe your role at TSIA?

A: Put simply, I help our field services member companies transform their businesses. I do this by working with them to identify the areas with the largest performance gaps, such as differentiating their field service offers or improving their margins by becoming more efficient in their service delivery, just to name some examples. Once we've established a plan of action for improvement, I then match each step in the process with the right TSIA resources, such as research, business frameworks, benchmarking opportunities, and diagnostic evaluations and certification programs that will help them achieve the outcome they're looking for.

The great thing about TSIA is that members can also consult with other companies within our extensive community who have already overcome the same business challenge and get advice. The ability to talk to someone who's already been there and can provide tips on what worked and what didn't work is priceless, and I'm glad that I'm able to facilitate those conversations.

Q: What are some the top service challenges affecting today's field services organizations?

A: Lately, I've found that a lot of field services organizations are very focused on fine-tuning their spare parts and logistics organizations. From reducing the cost of delivery to making sure their technicians have everything they need to get a customer up and running again in a timely fashion, there are a lot of areas in this category that have potential for improvement. Technology platforms can play a key role in solving these challenges. For instance, advances in mobility platforms and leveraging IoT (Internet of Things) can both drive significant improvements in the supply chain. Equipment can actually send an alert that predicts an equipment failure, notify the technician on their mobile device, and provide instructions with schematics on how to complete the repair.  

Another challenge that they are facing is acquiring and retaining field service talent for the future. It's not only important to have the right people with the right skills on board, but you also want to make sure they're happy so they'll stick around. The war for talent has been heating up lately resulting in an uptick of voluntary field service engineer attrition. When you combine an aging workforce that is approaching retirement with career path issues, lack of communication, and poor cultures, it is easy to see how some of the best technicians are being lured away by the competition.  

Q: Can you tell us a bit about your background and experience?

A: Throughout my nearly 30-year career, I've held various leadership positions in a wide variety of industries, primarily focusing on business transformation. Some of the companies I've worked for in the past include Xerox, Eastman Kodak, Bank of America, as well as several cloud services startups. Something I've learned from working in so many different industries is that there are a lot of common themes, crossover lessons, and management best practices that can be learned and applied to any business. Actually, it was this realization that led to me writing my book, Perpetual Innovation MachineIn the book, I talk about taking a holistic approach to management based on ambitious goal setting, data-driven analysis (which is a big part of what TSIA is all about!), having the right priorities, the importance of inspiring leadership, and what I would call the “lost art” of employee engagement. I also share a lot of my personal thoughts and experiences on those topics on my blog, Perpetual Innovation Machine, as well as here on Inside Technology Services.

From a vocational perspective, I have a MBA and Engineering BS from Clarkson University, I hold a business process patent for “Method and system to manage achieving an objective,” I'm a Six Sigma Black Belt, and a licensed professional engineer. In short, I like to use data analytics to narrow the playing field and my broad business background to fill in the holes to help customers transform their businesses for the better.

Q: What do you feel the future holds for field services research?

A: Actually, the thing I'm most excited about right now is TSIA outcome chains. The whole concept ties in nicely with my experiences in helping businesses find the best way to achieve their primary objectives, that is to say, the outcomes they'd like to see.

In these outcome chains, I have assembled the best, most appropriate content from our research, benchmarks, and conference presentations that are focused on solving a specific business challenge. They help you prioritize your efforts and identify the people, process, and technology that industry pacesetters use to drive improvements. The reality is, we are all pressed for time. We need answers quickly and we can't afford to apply resources on initiatives that don't have a big return. So, between our benchmarking programs and TSIA outcome chains, we're able to help our members identify the areas that have the biggest opportunity for immediate improvement so they can focus their efforts on resolving them in a systematic and manageable way. When it comes down to tackling what feels like a huge daunting task, I'm always saying the phrase, "How do you eat an elephant? One bite at a time," and both of these programs aim to help our members do just that. 

How Can TSIA Help You Meet Your Business Goals?

Contact us today to find out how Vele and the rest the TSIA research team can help your business achieve success with our world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. We look forward to hearing from you!

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Nicole Dornsife

About Author Nicole Dornsife

Nicole Dornsife is the former senior content manager for TSIA. She has over 10 years of experience writing for the software and SaaS industries, and joined TSIA in 2014. She managed the TSIA blog and regularly collaborated with TSIA's research team and partner companies to publish their insights on the latest news in the technology and services industry. She also provided editorial support for TSIA’s conferences.