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On Demand Webinar

Using the LAER Framework for Field Services Workforce Management

Service Level Agreements (SLAs) are changing, and the need for excess capacity to meet them is a crucial topic our members grapple with daily. How do we justify that capacity, and what activities can we add to direct hours to help build a sustainable financial model for Field Services? The LAER model is the framework to guide us.

Join us for this 45-minute webinar as we discuss how to use TSIA’s LAER (Land, Adopt, Expand, Renew) model to help your Field Services organization optimize capacity planning and workforce management.

By attending this session, you’ll learn:

  • The difference between productivity and utilization and why are both important to track.
  • How the justified capacity to meet SLAs can be used to drive adoption with LAER.
  • Why field service engineers are ideally suited to take on these adoption practices.


Presented By:

Vele Galovski

VP, Support and Field Services Research, TSIA

Kevin Bowers

Director, Field Services Research, TSIA

Publish Date: November 2, 2021