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Field Service News Exclusive White Paper: Redefining the Value Proposition of Service in a World of Remote First Service Delivery
Authored by Field Service News, Editor-in-Chief, Kris Oldland, we set out to weigh up the pros and cons of adopting a remote-first as default approach and ask is this the way we should approach service delivery in the new normal of our post-pandemic world? Included within this paper are:
The Tools Needed for Remote First Service Operations
The Pros and Cons of Remote Service Delivery for the Customer
The Pros and Cons of Remote Service Delivery for the Service Provider
Latest Academic Paper
Authors: Bård Tronvoll, Alexey Sklyarc, David Sörhammard, Christian Kowalkowski
Abstract:Manufacturers increasingly look to digitalization to drive service growth. However, success is far from guaranteed, and many firms focus too much on technology. Adopting a discovery-oriented, theories-in-use approach, this study examines the strategic organizational shifts that underpin digital servitization. Not withstanding strong managerial and academic interest, this link between digitalization and servitization is still under-investigated. Depth interviews with senior executives and managers from a global market leader revealed that to achieve digital service-led growth, a firm and its network need to make three interconnected shifts: (1) from planning to discovery, (2) from scarcity to abundance, and (3) from hierarchy to partnership. Organizational identity, de-materialization, and collaboration play a key role in this transformation. For managers, the study identifies a comprehensive set of strategic change initiatives needed to ensure successful digital servitization.
Field Service News is the only dedicated business journal dedicated to the Field Service industry within the UK and beyond. Updated daily with key news, insight and analysis Field Service News is the key resource for anyone operating a mobile workforce. Field Service News is published by 1927 Media Ltd.