Bridging the Gap between People and the Service Level expectation

An invitation was received to speak at the Field Service Management & Workforce Mobility Summit held in Abu Dhabi on 3 and 4 May.

Presentation Topic:  Bridging the gap between People and the Service Level expectation covering the following subjects:

  • Motivation – Transforming the Human Factor – Mentally gearing you team for improved results
  • Safety – Cultivating a Safety Culture – Making sure that safety is not discarded at the gate
  • Measurement – If you can’t measure them, you can’t manage them – Understanding the Status Quo
  • Service Delivery – Organizational Reputation – Trusting your Field Services Team to represent your organisation.

Motivation – Transforming the Human Factor – Mentally gearing you team for improved results

  • Transform the Human Factor
  • Understand the relationship between Management, Leadership and Motivation
  • Motivation is evolution
  • Treat all people the way you would like to be treated

Measurement – If you can’t measure them, you can’t manage them – Understanding the Status Quo

  • Measurement is effectively intelligence gathering on your organisation
  • Understand the broad term benefits of measurement, i.e. alignment people/fleet targets & KPI’s, safety management
  • Understand the focused benefits of measurements, i.e. clarity of requirement, clear direction, building of team trust
  • Understand the interlinking of human, fleet and equipment KPI’s

Safety – Cultivating a Safety Culture – Making sure that safety is not discarded at the gate

  • Safety is a transformation, not an application
  • Implementation must happen through all levels from top to the bottom – one standard for all
  • Provide regular training and continuous enforcement – build it into their KPI’s
  • Provide the appropriate tools, equipment & PPE and ensure that they know how to use it

Service Delivery & Organisational Reputation – Trusting your Field Services Team to represent your Organisation & satisfy you Customers

  • Service Delivery and Customer Interaction are Critical – be sure your teams can meet the requirements
  • Competence Confidence will ensure the results you require
  • Ensure teams and individuals take ownership for whatever is within their locus of control
  • Never stop training

For the full presentation

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