Targeted specifically for field service managers, this course is the first of its kind. The in-depth, interactive format contains thirteen modules and more than one hundred key learning objectives.
Module One: Managerial Leadership and Behavior
- Discuss the differences between management and leadership.
- Discuss the benefits of a well founded and communicated Values system in a knowledge organization.
- Use the REM (Resourceful, Evaluative, Maximizing) Model in managing performance and motivational issues.
- Identify the three managerial systems that make up the foundation of an effectively managed field service organization.
- Plan for change and assess the impact of change on the service operation.
- Understand how values can limit self-interest costs and behavior in a field service operation.
Module Two: Understanding the Service Product
- Compare and contrast the key similarities and differences of service products and tangible products.
- Express and explain the unique nature of service products.
- Examine and explain the nature of field service solutions as service products.
- Manage for quality in the design, development and delivery of the field service solution.
- Examine and illustrate the open systems view of field service management.
- Express the definition of knowledge and the definition of a service product as they are used in the field service organization.
Module Three: Managing Strategically for Field Service Operations
- Categorize and explain the strategic relevance of service offerings to field service representatives.
- Explain how service offerings contribute to the overall strategies of the organization.
- Select and design field service strategies that compliment the company's product strategies.
- Examine the service strategy and manage field service operations consistent with corporate strategies.
Module Four: Inventory Planning and Management
- Understand the role of information technology in the management of parts inventory.
- Describe the annual ordering, holding and total cost components of a parts inventory system.
- Determine the Economic Order Quantity for a replacement part inventory item.
- Understand the determination of the reorder point for spare parts inventory.
- Determine safety stock required to meet pre-defined part availability service level.
- Understand the concept of an ABC analysis of inventory items relative to field parts echelon stoking locations and levels.
Module Five: Customer Satisfaction and Loyalty
- Formulate customer satisfaction survey questions to maximize the value of customer responses to the service operation.
- Identify important characteristics of an event survey and how to avoid the most common pitfalls.
- Employ a variety of useful tools to analyze survey data.
- Identify the three survey questions that comprise a useful customer loyalty index.
- Understand the "One Number You Need" to grow.
- Analyze case study information, identify process and data anomalies and recommend remedial actions.
Module Six: Decision Making for Field Service
- Identify the production resources of the field service organization.
- Recognize and explain how decisions affect the production resources.
- Recognize and assess the impact of risk, bias, past experience and the political environment on the decision making process.
- Identify who should make which decisions: individual, team, manager, or outside entity.
- Evaluate and recognize how to define and change the level of empowerment of each individual in the service organization.
- Evaluate the costs and benefits of centralized and decentralized decisions.
- Identify and describe the elements of a sound decision making process.
- Use the multi-criteria decision tool to identify and select the best-fit alternative when dealing with multiple decision criteria.
Module Seven: Staffing and Resource Planning
- Use learning curve analysis in planning for field service staffing.
- Create a linear forecast and an exponential forecast of future service activity from historical service call activity data.
- Determine whether a linear forecast or an exponential forecast is the best predictor of future service call activity.
- Calculate a seasonality adjustment rate.
- Generate a seasonality adjusted linear and exponential forecast.
- Determine the key elements of scheduling service representatives in a demand environment.
- Create a staffing plan using the M/M/c queuing model to determine the required staff for a real time field service operation.
- Understand the impact of combining scheduled, semi-scheduled and demand activities in a field service operation.
Module Eight: Performance Measurement and Metrics
- Recognize the characteristics of a good performance system.
- Recognize the characteristics of a good performance metric.
- Determine whether a correlation exists between two metrics and measure the strength and direction of that correlation.
- Enumerate and describe the four pillars of a Balanced Scorecard system.
- Create key performance indicators as part of a Balanced Scorecard system.
Module Nine: Coaching and Performance Improvement
- Recognize the role of the manager in the performance of employees.
- Understand the value of inspiring, encouraging and challenging members of the field service team.
- Evaluate and act on the reasons behind any team member's poor performance.
- Use the Coaching Analysis technique in managing performance problems.
- Identify the steps in the face-to-face discussion with problem employees.
Module Ten: Hiring for Field Service
- Develop selection criteria for filling an open position.
- Employ steps in the hiring process.
- Create behavioral interview questions.
- Interview using a systematic approach.
Module Eleven: Training and Career Development Plans
- Recognize the role of the manager in employee training.
- Differentiate the need for training from the need for performance coaching.
- Develop and inspect objectives for training.
- Create and review individual training and development plans.
Module Twelve: Management Operations Analysis
- Use visual operations analysis tools in managing field service operations.
- Complete a statistical process control analysis of the incoming calls in your service organization.
Module Thirteen: Revenue, Profit, and Capital Budgeting for Field Service
- Calculate the YTD projected variance of the actual expense to the annual planned expense.
- Generate a Going-Rate analysis of an annual expense plan.
- Calculate Net Service Profit and Net Service Profit Rate.
- Measure the relative value of current and future cash flows.
- Develop a cost-benefit analysis.
- Determine the Net Present Value, Internal Rate of Return, Return on Investment and Payback Period of a project, future investment, or purchase.
- Use " Monte Carlo " simulation to determine the likely outcome distribution of a proposed project.
