As with many Field Service Organizations, time and distance are the main concerns for Operations Managers. You have to be able to meet the service level agreements sold to customers. You have to be able to make sure your engineers are capable of being onsite within the promised time frame.
You need to identify over- and under-coverage for current customers. In addition to this, you need to be planning for the future, identifying expansion potential and requirements.
1. Get service engineers onsite faster
Currently, any service requests from customers go to the next available engineer. This engineer might be over two hours away from the customer’s location and so by the time he gets the job request, accepts it and gets on the road with any relevant tools and parts, it could be the next day before a customer gets their issue resolved.
2. Improve service levels for customers
In a price competitive world, a supplier needs to provide added value above and beyond the end product. Improved service level agreements that ensures a quick resolution of any issues that may occur, is one of the best value adds that a company can introduce. How to improve the service so these SLA’s can be improved is another question and returns to the question of getting an engineer to a customer in record time.
3. Identify coverage expansion areas
While a large part of the Operations Manager’s job is thinking about and managing what is happening now, it is also important to thinking of the future. If sales are growing and business is booming, then there is going to be a need for more service engineers in the next 2 - 5 years. How do you identify where those engineers are going to be needed?