In this second excerpt from a recent white paper published by IFS and Noventum, now available at Field Service News, we analyse how to deal with organisational resistance, develop internal skills and capabilities and how to use technology solutions to support effective service delivery.
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The next two blocks of the Service Transformation journey must be run in parallel.
In the ‘dealing with organizational resistance’ block, you manage the service transformation journey; ensure there is a path to keep the C-suite engaged; and have a path for escalation in case issues need to be solved in the bottom block of the journey.
Undertaking these steps is required so you can continuously focus on making sure that the whole organization supports the journey and contributes to it, to identify people that are against the change, and to ensure that the steering committee can take the necessary steps to have a conversation with those stakeholders.
In the table below we outline the steps on ‘dealing with organizational resistance’.
DEVELOP INTERNAL SKILLS AND CAPABILITIES
In the ‘develop internal skills and capabilities’ block you are designing, developing and implementing every element that is needed to successfully achieve the set strategic and financial objectives. Doing this by design will ensure that no element will be forgotten, and that people will be able to form a clear picture of the changed organization.
In the table below we outline the steps on ‘Develop internal skills and capabilities’:
TECHNOLOGY SOLUTIONS TO SUPPORT EFFECTIVE SERVICE DELIVERY
Service transformation is a multi-tiered initiative that requires a blend of organizational and technological changes working in tandem with on another. Positioning your current technology stack alongside capabilities deemed critical offers the synthesis necessary to enable successful transformation.
Traditional Field Service solutions just don’t stack up when it comes to enabling uptime for critical assets and truly delivering on outcome-based service. Outlined below are a variety of tools, and capabilities that are essential in any field service management solution which can truly propel you on this service transformation journey efforts.
In the next and final feature of this series of excerpts coming next week, we will look at three different case studies that illustrate successful service transformation journeys.
Look out for the final feature of this series coming next week where we will look at three case studies of successful service transformation journeys.
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