The fact is a process is everywhere. Even while reading this article, you are following a process which requires a number of steps and components, such as device, skill, and time to be performed properly.
Imagine there is a problem in any of the components, such as, for instance, whenever you try to scroll down, the system abruptly closes the browser or jumps on certain portions unusually.
It could result in the following:
You will miss the key information.
Even if you persist in reading and reach till the end, you don’t know what led you to the conclusion.
You feel frustrated halfway and simply choose to skip the process.
Now apply the same to the field service delivery process. If any element of the process is disconnected, it could create disruption in effectively delivering the services. The ultimate result is unhappy, unsatisfied clients.
Often field service delivery leaders are so engaged in the day-to-day operations that they overlook the signs of a disconnected element. Leveraging on technology such as field service management software could help to detect the signs of disconnected, broken processes.
However, it is essential for the field service leaders to read on those signs and take actionable steps. Here are the top 3 signs that clearly indicate the field service process is broken.
Too Many Errors in One Task
If errors have become a part of your process, whether, in the form of wrong specifications, incorrect customer information, typos, chaos, and so on, it is quite apparent that your field service delivery process is broken.
But why do so many field service leaders remain oblivion to errors?
Field service managers often ignore errors assuming it as individual mistakes and not relate them to the process. They don’t try to dig deeper to find the root cause of the errors and quickly jump to the conclusion, dismissing them as minor errors in human judgement. Whereas, in the long-run, these errors prove to be costly, as they result in poor customer experience, damage to reputation, and reduced quality of service.
To avoid such errors, field service leaders must get into the bottom of things. Leveraging digital tools to detect the cause of such errors in the process could be an excellent approach.
Today, field service management software for small business and enterprises are available, designed keeping in mind the each to its own requirement basis. A modern software solution provides field sales management and executives the visibility to take actionable measures to remove the mistakes and help achieve the expected results.
Wasted Efforts
This sign is directly related to productivity. If you find your field service team always engaged, busy, doing something and yet not getting the expected result, it means they are efficient but not productive. Well, this is a common problem of most of the field service management organizations.
Field service delivery constitutes a lot of tasks that form a process. If the tasks are not orchestrated, then field service executives will be clueless about how much time to spend on each task. As a result, they might get too busy with one task while spending little time on another.
For effective service delivery, field service executives must have a clear idea about how much time a specific task should consume, and how efficiently it could be performed. This entire orchestration of tasks could be done using field service management app having scheduling capabilities, route planner, location-tracking functions.
Lack of Defined Metrics
Lacking well-defined metrics for service delivery and consumer experience could dampen your prospects of achieving the desired results and is one of the clear signs of a broken process.
You are required to quantify every business activity with clear goals and objectives to improve your service delivery process. Failing to do so could create chaos, as field service executives will not be able to align their efforts with the company’s objectives, resulting in poor performance.
However, if you want to figure out how to establish the right metrics for your field service executives, you need visibility into the process. You must be aware of every activity happening within and outside the premises, which is going to affect your customer engagement and service quality.
Conclusion
If you have ever come across these signs, bring all the stakeholders on the table, and conduct a root cause analysis. Until you get to the source of the problem it would be difficult for you to find a remedy in order to fix your field service delivery process.
Let us explore the ways to improve service delivery, without increasing cost. In order to do that we have to understand the field service process from the lens of customers, employees, and employers.