The Service Leader's Guide To Workforce KPIs: Measure What Matters

The service landscape is facing a dramatic transformation that ranges from the need to skill up a new workforce, to a move away from reactive break-fix work towards a predictive service model. This, coupled with the desire to limit expensive on-site visits and customer demands for enhanced SLAs, means every service moment matters.

To make this transformation a reality requires a workforce of high performers, but there are plenty of hurdles on the path to achieving this goal.

Assembling and nurturing a powerhouse service team is challenging:

• Baby Boomers are in the midst of a powerful retirement wave
• There is a sizable skills gap between new recruits and those who are retiring
• High paying service jobs became less desirable over the last decade as enrollment in vocational schools declined in favor of university programs
• Millennials and Gen Z seek to work, collaborate, and develop professional skills using speedy tech tools versus long-term learning plans