Field Service Workforce Management: Winning With People

The Service Council’s (TSC) Q2 Survey on Field Service Challenges (n=226) revealed that service organizations are expanding the focus of their workforce management strategies to incorporate traditional HR-centric areas of sourcing, hiring, onboarding, training, engagement and knowledge management. No longer can these organizations compete by simply focusing on the scheduling and allocation of field service resources. They need to play a greater role in building the appropriate service workforce to deliver the right results in efficiency, productivity, customer satisfaction and profitability. At The Service Council’s 2013 Smarter Services Executive Symposium, leading service organizations such as Safelite AutoGlass, Farmers Insurance, KONE Corporation, Philips Healthcare, Johnson Controls and more, spoke of the increasing importance of service talent as a key driver and challenge for their businesses.

This document will highlight trends in field service that are broadening the definition of the term ‘workforce management’ and highlighting how service organizations can work collaboratively with their HR counterparts to develop a service ready workforce.

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