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November 2019

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I don’t think there’s a less controversial position than admitting that you’re “pro-optimization”. Everyone wants to be optimized, but the word “optimization” has become so muddled by tech-speak over the last two decades that it now barely carries any meaning at all. “Optimization” is now some sort of vague efficiency improvement that is as shallow a statement as saying that you’ve “streamlined operations,” or “maximized efficiency”. The term “optimization” has become a big bucket to…

As I was entering the workplace in 1981, computers were not so popular for a guy in the commercial/industrial service business. Memory, and I am talking about hard-drive space, was nothing like it is today. Remember that unconfirmed quote from Bill Gates in 1981, when the IBM personal computer was introduced? Mr. Gates supposedly said that 640Kb of memory “ought to be enough for anybody.” Heck, Apple just a few years later released a cute…

 Rich Smith, Vice President, Product and Services Division at Komatsu America Corp., chats with Sarah about how evolving customer expectations, technology advancements, and talent challenges are contributing to what the technician of the future will look like.    

I was asked to be interviewed recently on a podcast titled Preparing Technicians for the Future of Work, which is a podcast intended for those responsible for educating and preparing the next wave of field technicians. It was a lot of fun to participate, and when the episode goes live I will share on social as well as Future of Field Service. In the meantime, I wanted to share a snippet of a question asked…

Here at The Future of Field Service, we spend a great deal of time discussing the ways that service organizations are reinventing their businesses to be more competitive. Making the decision to fuse service into a product is a great first step, but a lot of organizations discover that their actual execution is unrealistic, poorly-informed, or a bald imitation of their competitors. If you’re looking to put your best foot forward, you can do better…

On this last week’s podcast we be featured an interview with Suman Sarkar, an international consultant and author of new book Customer-Driven Disruption. We had a great conversation and you’ll want to check back here or on your favorite podcast platform to listen to the full episode (New episodes every Wednesday!). That said, one of the points that stood out most to me from Suman’s interview is what he had to say about how organizational…

There are those things in your work life that you just never forget. Consider yourself fortunate if you have a few to reflect on over the years. One for me is the first time I tried to explain what was in my head to a data scientist. Let’s break down that sentence a bit, first “what was in my head;” not an easy process, regardless of the topic. My married readers have firsthand experience in…