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 "Our Take"
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"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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10/5/06 - Getting Field Service Right
One way to describe the field service challenge is "getting the right parts with the right people to the right customers at the right time." The complexity of aligning these resources properly for each instance of service overwhelms many if not most organizations at one time or another.
If only service workloads were predictable. Reality says that is most often not the case. All sorts of internal and external factors contribute to the possibility of an imbalance between workloads and workforces. Enter the art and science of work force management.
Workforce management is a familiar concept in the call center and it certainly applies in field service. Service scheduling is also a key component to a successful field service strategy. Depending on where you sit in your organization’s hierarchy, planning horizons can be measured in months/years for executives or minutes/seconds for the front line. Is one planning horizon easier than the other?
Gary Lemke, Publisher
(Share your thoughts)
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