Brave New World: Digitalisation and Servitization

Feb 17, 2020 • NewsKPIsResearchfield serviceServitizationKey Performance IndicatorServitization and Advanced Services

In the first part of a new series of features in which we will explore the latest exclusive field service research findings, we explore how KPIs are changing in a world of servitization, IoT and changing demographics... 

The shifting sands of Field Service Management

In a new series of articles by Field Service News Research, the current use of Key Performance Indicators used by field service organisations is assessed and the current trends within this area are identified. 

The independent research carried out by Field Service News in late 2019 sits agains a backdrop of a rapidly changing world in which field service organisations operate with major industrial trends such as servitization taking hold and new emergent technologies such as the Internet of Things and Augmented Reality shifting the way field service organisations are approaching the mission critical role of field service. 


The Average State of Play in Field Service Today

In the first part of this research analysis we discuss the critical headline finding of the research, which was that the data revealed that the most common practice amongst field service companies is to measure between 4 and 7 KPIs. However, the data does also show that we are beginning to see a trend in this number increasing. 

The research also reveals that move from field service being a cost-centre within an organisation to becoming a profit centre is now almost entirely complete, and this too has, of course, had an impact on the metrics field service companies are actively measuring.

The fact that just under a fifth of companies now identify a KPI based around profit as the most critical KPI they measure for their business is another signifier of this.

However, perhaps more crucially, we see the shift in importance from field service KPIs being purely operationally focussed to being far more focused on delivering customer satisfaction. Indeed, the shift towards a customer-centric approach to service is undoubtedly beginning to take hold.


Click here to check out part one of this research analysis in our dedicated Field Service News Research channel 


 Want to know more? If you want to find out more about this research there is a full research report available for field service subscribers. Simply click the link below to access the full report now! 

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