White Paper | November 22, 2009

White Paper: Mobile Field Service Best Practices

Source: Motorola

According to the online IT encyclopedia Whatis.com, a "best practice" is a technique or methodology that, through experience and research, has proven to reliably lead to a desired result. Each year, Aberdeen Group surveys service organizations to uncover best practices in the field service industry. Aberdeen segments companies into three categories based on their responses to the survey — the top 20% of companies in terms of service performance are deemed Best-in-Class, the middle 50% are labeled Industry Average, and the bottom 30% are considered Laggards. The firm then identifies best practices by determining the steps Best-in-Class companies have taken that Industry Average and Laggard companies have not.