As both customer demand and competition increase and become more complex, you must continually strive to grow service revenue and profits through innovation and improved productivity. This involves managing various (and sometimes new) service products and service level agreements – often with new and unique characteristics and requirements.
Managing all of this data requires a comprehensive reporting strategy that properly identifies and measures all key metrics. At the same time, you must set manageable targets or other comparisons for each metric. The most effective method of managing large volumes of data is to use exception reporting to identify and track the variances. By quantifying these variances you can prioritize and develop actionable items to address critical shortfalls.
None of the above is simple or easy to implement. But without a planned approached, the reporting will be disconnected and incomplete. In addition, unless standardized reports are used consistently across your entire field service business, the ability to implement and enforce best-practice procedures will be greatly compromised.
Addressing the entire breadth of service reporting can be daunting. This article discusses one segment of service operational reporting which is generally focused on efficiencies and resource management with a short-term (1-30 day) outlook. Specifically, we will look at the Standard Service Pipeline Report structure which provides a holistic approach to track each customer request as it flows through your entire service process.