How Australian-Based Tenix Is Addressing Today's Field Service Challenges

By Sumair Dutta, Chief Customer Officer, The Service Council

The Service Council’s latest   research   on   field   service   challenges   highlights   how   organizations   are   focused on workforce management initiatives to improve KPIs tied to customer satisfaction, productivity, and profitability. Forty-one percent (41%) of the 226 respondents to our field service survey highlighted that workforce management activities from hiring, on boarding, and training to scheduling and planning were top of mind for the rest of 2013 and early 2014. To understand the issues, we sat down with Jim Kafanelis, contract manager – gas infrastructure, networks at Tenix, a delivery partner to owners of gas, electricity, water, wastewater, heavy industrial, and mining assets in Australia, New Zealand, and the Pacific.   Jim’s   team   has   approximately 200 field-based resources working in operations & maintenance, asset replacement and minor capital works.

The Service Council: What are some of the bigger challenges facing your field service business?

Tenix: With our large service area, covering both metropolitan and regional centers, remote management of the team is very important to ensure their safety. We also have a challenge to reduce our reliance on our current paper-based dispatch system and to develop a more efficient way to get information to and from our people in the field. This will assist in a multitude of ways including retaining of information, accessing documentation, processes and procedures, and real-time data capture with a reduction in administration tasks.

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