• en
  • de
Si2 PARTNERS
  • About us
    • Mission and Values
    • The Si2 Approach
    • Management Team
    • In the News
    • Offices
  • Contact us
  • Join Us
    • Our business
    • Our People
    • Compensation
    • Who we are looking for
  • Home
  • Capabilities
  • Solutions
    • Si2 On-Demand
    • Consulting Solutions
      • Strategy
      • Innovation and Design
      • Go To Market
        • Market and Customer Research
        • Optimizing Customer Journeys
        • Sales and Marketing Organisation
      • Organizational Transformation
      • Service Performance Management
        • Service Operations Strategy
        • Lean Six Sigma Service Management
      • Technology
      • After Sales Services
        • Field Service Management
        • Spare Parts Management
      • Industrial Asset Management
      • Outcome based Services
      • Service Procurement
    • Business Execution
      • Business Development
      • Coaching to Business Objectives
      • Facilitating Change
      • Mergers and Acquisitions
      • Mobilizations and Contract Set Up
      • Turnarounds and Restructuring
      • Interim Management
    • Talent Management
  • Industries
    • Manufacturing and Engineering
    • Industrial and Technical Services
    • Infrastructure and transport systems
    • Utilities and New Energies
    • Sharing Economy
    • Investors and Startups
  • Network
  • Resources
  • Service in Industry Hub
  • Service Leaders Network
  • About us
    • Mission and Values
    • The Si2 Approach
    • Management Team
    • In the News
    • Offices
  • Contact us
  • Join Us
    • Our business
    • Our People
    • Compensation
    • Who we are looking for
Feature image
  • Home
  • Capabilities
  • Solutions
    • Si2 On-Demand
    • Consulting Solutions
      • Strategy
      • Innovation and Design
      • Go To Market
        • Market and Customer Research
        • Optimizing Customer Journeys
        • Sales and Marketing Organisation
      • Organizational Transformation
      • Service Performance Management
        • Service Operations Strategy
        • Lean Six Sigma Service Management
      • Technology
      • After Sales Services
        • Field Service Management
        • Spare Parts Management
      • Industrial Asset Management
      • Outcome based Services
      • Service Procurement
    • Business Execution
      • Business Development
      • Coaching to Business Objectives
      • Facilitating Change
      • Mergers and Acquisitions
      • Mobilizations and Contract Set Up
      • Turnarounds and Restructuring
      • Interim Management
    • Talent Management
  • Industries
    • Manufacturing and Engineering
    • Industrial and Technical Services
    • Infrastructure and transport systems
    • Utilities and New Energies
    • Sharing Economy
    • Investors and Startups
  • Network
  • Resources
  • Service in Industry Hub
  • Service Leaders Network
  • login/signup

Field Service Management

Jaw Jaw or War War… where do you fit!

Winston Churchill understood that people can be influenced in two ways: either their minds have been opened or their heart broken. Opening minds requires talk, exchange of views and reflection. Service Boot Camp is one of the enablers leaders can choose to help them achieve their goals faster!
read more

Service Excellence through effective Key Performance Indicators

Practical advice on how to develop Service KPI that drives people to action.  Si2’s Dag Gronevik  and Nick Frank   are interviewed by Kris Oldland of Field Service News on their experiences in setting effective KPI’s.  You can listen to a brief sample of the discussion or download the full podcast through this link to Field Service News […]
read more

Six attributes to look for in a top performing service business

Companies frequently review their approach and discuss how to become more explicit and attentive to their customers’ needs. Almost always this leads to a discussion about services. Service organisations represent the customer and the customer operations better than most other parts of the company due to their closeness and local […]
read more

Driving success in service operations through leading indicators: 7 key messages

Managers in all businesses are driven to measure key elements of their performance, because we all know that old maxim: ‘If you can not measure it, you can’t manage it’. In blogs and white papers you will find a raft of must have KPI’s that will give you the control […]
read more

The Re-invention of manufacturing will profoundly change field service

‘I am still making order out of the chaos of reinvention’ said novelist John Le Carre as he penned another cold war spy thriller. Many would say the same is true of manufacturing today. Gone are the days when a manufacturer simply made the product, delivered it to the customer, […]
read more

Field services affect a company’s perceived ability to deliver on its promises of product integrity, functionality and availability and hence its brand. Their importance goes therefore far beyond their impact on the bottom line.

Yet most companies fail to leverage field services as a competitive differentiator or to sustainably improve productivity beyond market and customer price pressures. Part of the problem is that field service management tends to be reduced to a logistics and scheduling problem where best practice is standardized and widely emulated, while solutions are provided off the shelf and built into a company’s ERP systems and technological infrastructure. However the ubiquitous presence of such systems has essentially transformed them from strategic resources previously to commodities now, a cost of doing business which is indispensable and must be paid by all, but brings no competitive advantage. Often built into such systems is a reactive nature for field service (after a user calls or equipment fails) and a focus on cost rather than customer needs.

The focus on logistics systems and internal costs often obscures broader field service problems, including customer experience and revenue generation, strategy and organization as well the human resource factor. For example, in many cases installed base data for assessing market potential, benchmarking or planning purposes are inadequate or inconsistent. In many large organizations, field services are run as decentralized, often geographically distinct, operational units with little coordination, often lacking critical mass for specialization and sufficient technical expertise or for developing planning and management capabilities. Inefficiencies along boundaries or interfaces of organizational units or artificial profit and cost allocations between either local and central service or service and product units often provide disincentives for cooperation to achieve customer outcomes. And the psychology of field service employees is often highly individualistic and resentful of central management control. Hence many companies operate with a-priori low expectations for performance.

Nevertheless as installed base ages, including in emerging markets, products become more complex and companies move towards offerings based on outcomes, where risks and costs of intervention are transferred to the service provider, the importance of improving field services will increase. Furthermore technology advances are providing new opportunities for advanced offerings, improved customer outcomes and higher cost efficiencies.

Our systematic approach to field service management goes beyond system implementation and focuses on total performance. We help clients develop strategic approaches for competitive differentiation, methods for managing demand and enhanced revenue generation through improved offerings, smart pricing and new technology implementation. We work with clients to improve logistics, optimize footprints and organizational structures and to design the right incentives and effective management practices.

Tweet
Email
Print
PDF

Our capabilities

  • Strategy
  • Innovation and Design
  • Go To Market
    • Market and Customer Research
    • Optimizing Customer Journeys
    • Sales and Marketing Organisation
  • Organizational Transformation
  • Service Performance Management
    • Service Operations Strategy
    • Lean Six Sigma Service Management
  • Technology
  • After Sales Services
    • Field Service Management
    • Spare Parts Management
  • Industrial Asset Management
  • Outcome based Services
  • Service Procurement
Si2 PARTNERS
ABOUT Si2
  • Mission and values
  • The Si2 Approach
  • Team
  • In The News
  • Offices
  • Join Us
  • Contact
CAPABILITIES
  • Strategy
  • Inovation and Design
  • Go to Market
  • Organizational Transformation
  • Service Performance Management
  • Technology
  • After Sales Services
  • Industrial Asset Management
  • Outcome Based Services
  • Service Procurement
SOLUTIONS
  • Si2 On Demand
  • Consulting Solutions
  • Business Execution
INDUSTRIES
  • Manufacturing and Engineering
  • Industrial and
    Technical Services
  • Infrastructure and Transport Systems
  • Utilities and
    New Energies
  • Sharing Economy
  • Investors and Startups
CONNECT

Please send us an email at .

Please note that every attempt will be made to respond to inquiries within 24 hours. To reach us by phone, visit the office page of the office nearest to you.

© Si2 PARTNERS. All rights reserved. | Terms and conditions | Privacy policy