The Field Service Optimization Benchmark Report - Part 2

AberdeenGroupField Service OptimizationBenchmark Report — Part IISynchronizing Service Chain Supply and Demand in Right TimeMay 2005Sponsored by The Field Service Optimization Benchmark Report Part 2 Executive Summary ssigning field technicians and engineers to service work orders is core to every field service operation, but it is often the most inefficient post-sales process. A Typically, companies allocate work orders to technicians on a daily basis and do not make any adjustments to the schedule during the day. Leading companies, however, are leveraging technology solutions to optimize the service workload throughout the day based on the technicians current position and availability. These best-in-class companies are tightly aligning service demand com prised of the backlog and pipeline of work orders with service supply com prised of technician capacity, proximity, aptitude, and inventory. The ultimate goal: Achieve the most cost-effective, productive, and profitable service chain at all times, in the face of a myriad of planned and unplanned constraints and interruptions. Key Business Value Findings • 83% of leading companies indicate that field service optimization is core to im-proving their competitive positions. • Disjointed business processes represent the most formidable challenge to success in field service optimization, with almost 60% of best-in-class companies seeing this as a key obstacle. • 74% of best-in-class ...