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Change Management

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I know what you’re thinking—The last thing that your business needs is another top-down decision-maker imposing their vision on a staff. But hear me out. I have two questions about service at your business. Here’s the first: Where does the direction of your service business come from, on the executive level, today? Perhaps, if you’re a pure service business, it comes from product. For others, it may be a function of operations. For others still,…

In the May, 2014 issue of The Atlantic, Katty Kay and Claire Shipman wrote an article “The Confidence Gap”, and how evidence shows women are less self-assured than men, and in order for women to succeed, confidence matters as much as competence. My doctoral research explored the decision-making process, and particularly the criteria used by executive decision-makers, for identifying and selecting organizational competencies when engaging in Information Technology Outsourcing (ITO) using cloud-based services. As part…

I had the good fortune last week of interviewing Paul Joesbury, Commercial Operations Director at HomeServe, for an upcoming episode of the Future of Field Service podcast (his episode will air August 28th, and it’s a must listen!). The conversation produced a wealth of valuable points, and as we prepare the episode for your listening pleasure, I thought I’d start by sharing Paul’s thoughts on what it takes to get employees to adopt new technology.…

 Joe Pine, Author of The Experience Economy: Work Is Theatre & Every Business a Stage and Cofounder of Strategic Horizons, talks with Sarah about how companies can differentiate service (the “what”) by thinking more strategically about delivering experiences (the “how”).    

Field service organizations historically haven’t been known to be very agile, and the reality is that many likely still aren’t. That absolutely must change, though, and in short order. Gone are the days where set-in-stone processes, siloed strategy, and outdated technology can help you just “get by” and do what you’ve always done. Companies that refuse to evolve will simply cease to exist in today’s competitive landscape. As service becomes viewed more strategically and recognized…

For businesses competing in the service space, it’s easy to get caught up in managing your workforce, routing, and order management, but just as important is how serviceable assets and parts move both to and from a customer’s site. Organizations have struggled with mapping and managing Reverse Logistics in the past, but new technologies and a thoughtful understanding of your business makes these processes increasingly manageable, leading to a state of relative maturity among reverse…