Best Practices in Field Service

Overview: What You Did

Provide an overview of your newly implemented best practices at a high level. Details might include, among others:

• Business challenges faced by the organization, including a description of the ‘before’ state prior to implementation of the best practices
• Programs that were created to drive improvement in customer, employee, and/or financial performance metrics within field services
• Possible field service best practices* may include any or some combination of the following, or other initiatives: commercialization process, spare parts, knowledge management processes, improving adoption, talent management, proactive technologies/IoT, mobility platforms, success science
• Roadblocks or challenges faced, and how you overcame them
• Lessons learned. What would you do differently next time? What can others learn from your journey?

Business Impact: How This Best Practice Has Helped Your Company

Describe how your best practices have impacted business outcomes for your company. Provide supporting metrics*, such as:

• Customer
  • Customer loyalty or repurchase metrics
  • Initial install rates, renewal rates, install base under contract

• Employee
  • Employee satisfaction
  • Employee attrition rates

• Financial Performance
  • Gross margin improvements/cost savings, cost-per-incident, first visit repair rate, field service utilization
  • Service revenue growth rates
  • Revenue per field service engineer,
  • Remanufacturing rate, no trouble found, advanced exchange performance, first pass fill rates.

Customer Impact: How This Best Practice Has Helped Your Customers

Detail how your best practices have positively impacted your customers. Provide supporting evidence*, such as:

• Transactional and relationship customer satisfaction scores
• Improvements in the delivery of field services (response time, service level agreement (SLA) compliance rates, problem resolution time, first visit fix rates, customer equipment uptime statistics)
• Impact on your customers’ businesses and/or on their customers (e.g., improved ability to respond to their customers’ requests, enhanced operational efficiency, inventory reductions, etc.)
• Customer testimonials

Judging Criteria

Your application will be judged on the following criteria:

• The Pacesetter Factor of Your Application: Is your application based on a compelling “best practice” and/or is it truly “innovative” in today’s technology industry?
• Business Impact: How has this helped your company?
• Customer Impact: How has this helped your customers?
• The Cohesiveness of Your Application: Is there a single, end-to-end narrative that is easy to follow and supported by good examples and/or data? (i.e., business challenges, inception, creation, implementation, adoption, measurement, expansion, process, results, lessons learned, future projections)
• The Effectiveness of Your Metrics: Do the metrics that you included adequately support the story that you are telling and are they organized and presented well?