Do you depend on your intuition and guesswork when making decisions for your company? Is your break-fix approach just not working? Rather than face more inefficiency and dissatisfaction, perhaps you need to switch to an analytics-based, predictive model.
Admitting that you have a problem is the first step in maximizing operational excellence, followed implementing strategic steps to achieve your goals.
You need to begin with a clear picture of your business - where it is at the moment - to create the accountability required to make informed decisions. Incorporating five power metrics will enable you to prioritize your organization's future and determine a decisive plan of action.
First-Time fix (FTF) rates allows you to see how often your techs are getting the work completed correctly the first time, with the correct equipment and expertise. In some cases, a 'higher touch experience' for field organizations are available with products that combine FTF and mean time to repair metrics.
To prevent your company from losing money, you need to stop warranty and contract leakage. Like a slow leak in a faucet until you call the plumber--money keeps freely dripping away. Warranty and contract leakage is caused by a company providing services that are assumed to be covered under warranty but are not; technicians either don't know how or can't access the warranty information. However, through the services of a mobile solution, technicians can easily access information with one click.
Service-to-Cash: How fast you can get the payment on the books is a crucial metric because it relates to the time between when a job is completed and when your accounting office receives payment. An efficient framework can easily integrate this service to any back office systems.
The attach rate is a metric involving the productivity, through incentivization, of field technicians who have the most personal contact with customers. Through maximizing their knowledge and skills, these technicians have the best opportunities to increase potential revenues and engage customers. For example, technicians, by gaining a certain level of customer confidence, may easily upsell contracts. Rewarding their behavior is a win-win for both company and technician.
Use Internet of Things technologies and can integrate these platforms and analytics. It's a preventative maintenance dispatch that allows you to monitor performance immediately and get ahead of failures.
If you are still using pen and paper to track work orders, then you are wasting precious administrative hours and money. Did you know that mobiles for your field technicians allow current updates for you as well as videos, available for immediate support? Work orders can be automatically generated, dispatch routes can be optimized, and even dashboards can be utilized that help you visualize the overall health of your field organization.
Another effective way to achieve operational excellence is through the customer. Most progressive businesses want customer interactions to exceed expectations and is best accomplished through a feedback loop with the right technology.
With this 'to do more of what's working and improve things that aren't' philosophy, certain technical application tools can empower companies to make changes and improvements more quickly, based on immediate feedback. Responses from unhappy customers are fed to companies as immediate alerts, followed by workflows that ensure the problems are solved.