These best practices were developed from the results of a survey of users of major field service software for business-to-business companies, and Russell in turn made them applicable to equipment dealers.
(1) Fix it right the First Time (First Time Fix)
“You can dig in to that, making it visible, and actually having a metric on it,” Russell says. “But it’s also analyzing why certain things aren’t fixed right the first time. This gets into some bit of analysis of that.”
“It could be by service person. So look at the tech. Why is it that some have struggled with first time fix and others don’t? Is it the training or rework? Or is it a customer? Maybe a certain customer, certain applications, certain ways they treat their machines or not giving access to the machines.”
“Or it could be a product. Products have different characteristics being serviced and change over the lifecycle of a machine. Sometimes certain machines with age have certain issues that pop up. So by that end analysis, you can see where that first time fix might come back related to a machine.
(2) Communicate before, during and after service
