Article | June 10, 2021

A Resilient Services Framework, Part 2

By Jeff Nesler, Senior VP of Services Delivery

Field Service Sustainability

Ensuring Positive, Predictable Outcomes

In our last post, Mike Stolz described what makes up a resilient services framework and how to build such a network for your organization. Having held service leadership positions at multiple OEM organizations throughout my career (and now with Source Support), I can say from experience that service resiliency provides a monumental advantage when it comes to having the ability to meet or exceed customer and end-user expectations, regardless of whatever service disruptions or delays might present themselves along the way.

As any services leader will tell you, disruption can take many forms and often appears in unexpected ways and at inconvenient times. Field engineers get sick. Severe weather conditions reduce travel and shipping capabilities. A local city marathon or presidential visit shuts down roadways and causes severe traffic delays. A global pandemic leads many countries to implement travel restrictions, curfews, and social distancing orders. Managing disruptions like these on a case-by-case basis is not sustainable and will often lead to frustration, stress, and less-than-stellar service quality.

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