Eight Components of Successful Outsourced Field Service Management

Archived Published: 04 May 2017 ID: G00328772


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Pressure on field service organizations to optimize costs and shorten lead times is prompting more experimentation with the use of external workforces to provide field service. This research identifies eight key components of FSM for application leaders looking to optimize the use of subcontractors.

Table of Contents

  • Introduction
  • Analysis
    • Avoid Overbooking by Tracking Availability and Capacity
    • Help Dispatchers Choose the Best Subcontractor by Understanding What Skills Are Available at the Expected Time
    • Ensure Flexibility to Assign Specific Technicians or Offload Assignment of Bulk Work to the Contractor's Dispatchers
    • Ensure Mobile Apps Provide Data That Enables Subcontractor Technicians (Securely)
    • Use an Extensible Mobile App to Enable Technicians to Capture Debrief Data and Secure Site Evidence
    • Assess Tools and Technologies That Help Remote Supervisors Monitor, Mentor and Evaluate Subcontractors' Technicians
    • Develop Integrations to Enable the Exchange of Work Orders and Invoice Data With as Many Organizations as Possible
    • Evolve Your Employee Onboarding Process to Mitigate the Risks of Using Uninsured, Uncertified or Unprofessional Technicians
  • Case Study
  • Gartner Recommended Reading
© 2017 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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