First Quartile Consulting
(1QC) is a focused utility benchmarking and consulting firm that offers a powerful combination of benchmarking programs and consulting
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Field Service Effectiveness and ProductivityField Service productivity for utilities has generally been under-investigated as a topic, yet many utilities have identified it as a need for practice discussion and measurement.
Most utility companies have made some level of investment to manage the field service process. The average age of investments- technology, software etc is about 3-4 years for most utilities, representing a significant investment in technology for automation and process .
For most all companies (business cases) rationalization of these investments has been tied to not only service improvements and management, but also productivity and efficiency enhancements.
1st Quartiles Benchmarking Program has identified that some companies have adopted technology to fit existing, traditional field force management approaches, while others have changed the way they look at the entire process, its management and also linkage to business processes outside of the Field Service area.
In our view, in order to make effective changes in the field service process that enable capturing customer service and cost benefits, functional barriers require attention. These would involve the following the following:
- Role of Dispatch, the role of the Supervisor etc.
- Effective use of management reporting, reporting
- Training of the field worker
- Change management with labor groups and field forces that adjusts processes to allow for management of real-time data and reporting, or application of GPS
So what are successful companies doing? How do you know you are effective? 1QC’s assessment will look at:
- Integrated scheduling, planning, issuance and actual field work
- Optimized order management- scheduling, order assignment and routing, real-time order management (such as order matching), provision of information to the worker so that he/she can do an effective Altered planning and dispatch roles to manage not only the work, but also support the worker
- Engage supervision to manage and support the worker through interaction with planning and dispatch functions…capturing the benefits to both customer and the organization
- Enhanced reporting and real-time information to CSRs, customers etc.---including feedback to field service organization to enhance daily flexibility to handle assignments
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