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NDT inspection business experience high productivity and customer satisfaction improvement with one system of record.  Businesses struggle with paper forms, disparate systems (quote in one system, inspection reports, time tracking and expenses in others).  As the business scales, there is…

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Lessons Learned as VP of Service Operations We all learn in our roles, through success and through failure.  The era of digital solutions has impacted service operations more than anything we have ever experienced in our industry.  Here are my…

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The dreaded phrase I hear over and over is “I’m living the dream” as field service personnel greet each other or even their customer.  To me, this phrase exhibits drudgery, working for a paycheck, boring, same old thing, etc.  It’s…

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The “People, Process, Technology” framework has effectively guided many initiatives and projects over the years and produced valuable data for reports and business metrics.  Now we are innovating the service delivery process with artificial intelligence, use of drones, smart devices,…

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Nothing constructive can occur on a sustainable basis without field service engineers who operate with passion.  Field service is a rewarding but hard business.  The leader’s ability to generate organizational passion through a mobile-based workforce is based on strong leadership…

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It’s well understood for the need to have strong engagement, adoption of technology and a skilled workforce to achieve service business objectives.  Sounds so easy and straight-forward but yet business objectives are missed, and the root cause is mixed performance…

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We rely on the “Work Order” to complete the call transaction and capture the data. Work orders are important and recognized as the nucleus of field service operations. Leaders today however, have other business drivers ranging from selling services to…

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I was spending a day with a group of 40 field service techs, coordinators and service managers conducting service technician training.  Our training starts with establishing the value of the field service technician role to their company, and how the…

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  Annually, field service organizations achieve higher levels of technician productivity through technology, process improvement, training, quality and hard work. Productivity, as a field service objective, is defined as more output from the work produced, and consistently service leaders make…

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