From The Editor

  1. 3 Field Service Fatal Flaws
    10/31/2017

    Field service has changed drastically in recent years – even in the past year. Whether you consider good field service to be an art or a science or something in between, what it takes to master field service is not the same as it was even a year ago. The result of that rapid and drastic change is that there are many field service organizations committing these field service “fatal flaws,” be it because they think the old way of doing business is working just fine, or because they just aren’t sure how to evolve.

  2. Taking A DIY Approach To Mobile Application Development
    10/30/2017

    Titan Machinery owns and operates a network of full-service agriculture and construction equipment dealerships. The company has more than 2,500 employees working from nearly 120 locations across the United States and Europe. After a lengthy ERP upgrade initiative, Titan was looking for a simple way to extend mobile capabilities to its 335 field service technicians.

  3. A Potential Game Changer For iOS Enterprise Support
    10/27/2017

    I did a Q&A in April with Neal Ratner, manager of business innovation at Applus + Energy and Power titled “When An Apple Fan Is Forced To Choose Android.” Neal and I discussed the fact that, while he’s an avid Apple fan, there were some important reasons that, for his company’s use, he simply couldn’t recommend the use of the devices. Here’s what he had to say...

  4. Simple Advice Every Great Leader Needs To Hear
    10/26/2017

    I watched a video on inc.com not long ago that stuck with me. In it, Simon Sinek, bestselling author of Starts With Why, discusses the fact that leadership isn’t a rank achieved, but a skill you always practice. He brings up a few really good points, including the fact that good leaders recognize the fact that they aren’t experts; rather, they are students that are always learning and continually improving their skills. He also mentions that great leaders always prioritize the needs of their people above their own needs.

  5. Are You Guilty Of Ignoring The ELD Mandate?
    10/25/2017

    There’s less than two months to go until compliance is required for the ELD final rule, which was enacted at the end of 2015 by the U.S. Federal Motor Carrier Safety Administration (FMCSA). The ELD mandate requires commercial drivers who are required to prepare hours-of-service (HOS) records of duty status (RODS) to do so using electronic logging devices (ELDs). The goal of this mandate is to ensure accuracy of record keeping and increase safety.

  6. Where Is Your Company On The Digital Transformation Continuum?
    10/17/2017

    At the end of September, I had the pleasure of attending WBR’s Field Service Fall event in Amelia Island, Florida. I hosted a panel on digital transformation that included Cisco Technical Services, Diebold Nixdorf, UTC Climate, Controls & Security, and AmTrust Financial. The panelists each shared insights on where their respective companies are at on the digital transformation journey. Digital transformation was surely one of the key themes discussed at the conference.

  7. Without A Plan Your Field Service Strategy Will Fail
    9/26/2017

    When it comes to field service, strategies and plans are both important — but it is imperative to recognize that they are not one and the same. All too often, I see companies get excited about an opportunity that exists and they focus so much on the business case and strategy that the plan gets ignored. Momentum builds around the strategy taking shape, only to lead to disappointment on the project because equal time, effort, and excitement weren’t put into developing a plan to bring that strategy to life. Planning isn’t as “sexy” as strategy; but it’s essential.

  8. Konica Minolta’s Progression Toward Futuristic Field Service
    9/6/2017

    Konica Minolta, Inc. is a large Japanese technology company headquartered in Tokyo, serving over 150 countries worldwide. Konica Minolta Healthcare Americas, Inc., headquartered in Wayne, NJ, is focused on imaging technologies including Digital Radiography, Ultrasound, Healthcare IT and Service Solutions. In the Americas, Konica Minolta Healthcare employs 50 direct service technicians, and 250 dealer-based technicians.

  9. Are Wearables Worth It For Field Service?
    8/31/2017

    There are a number of statistics that illustrate the expected growth of wearable technology. For example, ABI Research forecasts enterprise wearable device revenue, such as smartwatches, smart glasses, and wearable scanners, will top $60 billion in 2022, increasing from just $10.6 billion in 2017 — a CAGR of over 41 percent. International Data Corporation (IDC) reported in June that the wearables market is expected to double by 2021, with smartwatch shipments specifically expected to increase from 71.4 million units in 2017 to 161 million units in 2021.

  10. How To Avoid Field Technician Toxicity
    8/30/2017

    We had a service appointment this past Sunday at our home with one of the major satellite TV providers. We received the standard four-hour appointment window notification and a call when our technician was about 30 minutes away. He arrived at his expected time, and was courteous and pleasant.