Research Report

Field Service Workforce Optimization

Measuring and Improving Utilization and Overall Productivity

This report is for Field Services members only

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TSIA provides a recommended practice to measure the overall productivity and utilization of your field services organization that will help you answer the following questions: Is your utilization in line with industry benchmarks? Relative to peers, are your field service engineers spending more or less time on travel, break/fix, adoption, customer success, customer training, and other productive activities? What actions can be taken at various levels of the organization to improve performance?

Authored By:

Vele Galovski

VP Research, Field Services, TSIA

Publish Date: December 1, 2014

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