What skill set will a successful service engineer or technician need to have in this post-pandemic world?
In the second in a series of essays for service leaders we explore the skill-sets required of tomorrow’s field service engineers.
Do contracts align with the value proposition?
Prof Dr Shaun West and Kris Oldland discusses discuss why it could be a problem when contracts do not align with the value proposition.
Understanding the impact of unconscious bias towards a brand
Sarah Brettle, Customer Service Division Director at Ford, explains how companies should be aware of the unconscious bias that may be at play when potential customers consider our brand.
What does the introduction of remote service mean in terms of our approach to service delivery?
In the first in a series of essays for service leaders we ask what remote service means in the new normal of field service delivery?
The Fundamentals of Service Haven’t Changed over Time
Prof Dr Shaun West and Kris Oldland discuss how service organizations had to change and adapt to new ways of delivering service, but its fundamentals of service haven’t changed over time.
How To Improve Your Field Service Management Software
Managing your workforce involves many moving pieces. In this article we look with the team at Aquant at how field service management software can help organizations process job orders, automate scheduling, keep track of service and repair tasks, manage customer service contracts, and more.
How to Make your Remote Support Team Super-Efficient
The secret to making super-efficient remote support teams is having the right hierarchy paired with the right process and tools. Check out our top tips to make your remote support team super-efficien
Keeping pace with the evolution of rugged technology for operational success
Fred Kao, CEO Twinhead International, the company behind Durabook, the brand for rugged and mobile-optimised laptops and tablets, discusses the evolving landscape and identifies the key factors organisations should consider when investing in the latest rugged technology.
Can You Train Entrepreneurialism?
Prof Dr Shaun West and Kris Oldland discuss entrepreneurialism and reflect on the possiblity to train people on how to become successful entrepreneurs.
The Resilience of Service Businesses During Economic Downturns
Prof Dr Shaun West and Kris Oldland reflect on how service businesses have been resilient during tough times over the years, such as the pandemic and economic crises.
