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Format: A dynamic session where we use the wisdom of the crowd to breakdown some of the most challenging aspects of field service operations into manageable sub-problems. Working in small groups each focused on a seperate sub-problem the task is to identify three key take-aways that can overcome the challenge, before everyone returns to the full session and each group shares there take-aways – allowing everyone to have access to a selection of key ideas that they can put into place in their own organisation.
Duration: One hour
Subset problems we will be addressing:
- Is there a magic number of KPIs we should track – can we have too many?
- From the operational level how can we use KPIs to improve performance on the individual engineer level
- What customer satisfaction metrics offer genuine and meaningful insight?
- Is customer success/servitized models – how can we better understand our customers’ core KPIs
