- Focus Areas
- Strategic Services
Below is a list of service capabilities and service business challenges specific to field services. These service capabilities have been defined by TSIA as necessary actions that must be performed to achieve desired results—the ability to run a cost, profit, and revenue-optimized services business. In addition, TSIA has identified hundreds of service business challenges that service organizations commonly face. Linked directly to the service capabilities, these service business challenges are defined both globally as well as at the focus area service discipline level.
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We would like to compare our current technology infrastructure with what other TSIA members are doing. What are the most popular tools, and what does TSIA recommend?
What frameworks can we use to better align our service strategy with the overall company strategy?
How are companies finding new ways to generate/drive revenue through a variety of field service offerings?
How do companies measure field service engineer utilization and what is the current performance level?
Who are the vendors in the marketplace that provide Field Service and Depot Repair outsourcing services?
What are the best practices for preventing the truck roll and reducing the need to go onsite by resolving issues proactively and remotely?
What are the processes, technologies, and metrics used to improve customer satisfaction ratings of Field Service engagements?
What are the best practices around knowledge and content management within the context of the field service on-site visit and how is the knowledge gained onsite best captured, shared and utilized?
What are the latest services KPIs, analytics and service data that companies should be tracking to effectively run their field service and depot repair operations?
How can field service organizations maximize productivity through the expanded use of mobility tools?
What are the best practices for implementing RMA and Advanced Exchange processes, policies and practices?
What are the pacesetter practices to reduce the cost per on-site incident?
What are companies doing to reduce spare parts and logistics expense while ensuring that key SLA's are achieved?
How are companies retaining talent and knowledge with an ever-changing workforce?
What are the best practices for upselling to premium maintenance and support tiers?