The Service Value Chain
We all like to say that Field Service is a simple business – the customer calls
for service, we provide the service, and get paid – that’s it! But wait a
minute - if that scenario only works sixty times out of every one hundred, then
something is not right.
Plan for Success
By starting with a small number of key performance indicators, you can create a
winning operational plan for your business.
Getting Started – A New Field Service Business
Start from scratch or buy? Franchisee or Owner/Operator; Risk and Rewards;
Getting help with valuations and purchases; Financing
Leading your Business
The Importance of Leadership; Leadership Styles; Incentives; Communications;
When Leadership fails; Issues and Challenges
Sales and Marketing
Advertising; Sales Channels; Direct Sales; Pricing; Customer Retention; Payment
Options; Alliances; Issues and Challenges
Operations Management
Managing Supply and Demand; Logistics; Mobility; Inventory Control; Quality of
Service; Recovery of Lost Sales; Permits; Subcontracts; Fleet; Safety,
Training; Operational Issues and Challenges
Technician Management
Hiring and Firing; Motivation; Attitude; Appearance; Scheduling; Attendance;
Superstars and Bad Apples; Compensation; Daily Management; Performance Metrics;
Training, Issues and Challenges
Business Management
Accounts Receivable; Accounts Payable; Payroll; Fixed Assets; General Ledger;
Support Departments – IT, Training, Accounting, Marketing; HR; Corporate vs.
the Field; Business Management Issues and Challenges
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