Following up on our Service is Hard blog series, today we’re discussing the topic of “change management” and how this adds to the challenges of field service. This is our third post in the series, where we have discussed continuous improvement and mobility.
I want to first establish what change management means in the field and why it is so critical for organizations.
Change management is a vital element for most businesses to keep pace with the latest trends in technology, as well as help them to gain a competitive edge. The concept of change management refers to the transition of individuals, teams, or even the whole organization, leveraging specific methods to re-direct the overall business process. This overhaul affects not just the field worker, but the technicians that are booking the appointments and managing the workforce management solution. Certainly there is no “one-size-fits-all’ approach but with communication and a solid strategy, the whole team will feel a part of the process, as it is important everyone understands how the change affects their lives, including new responsibilities and processes.
Field service in particular has seen this maturity model paradigm in relation to change management, where we are continuously developing and adopting new technology. Whether companies are changing from paper documentation to a sophisticated defined policy, all of our customers are aligned with a central strategy of optimization, arguably one of the most important functions of senior business leadership. Some of the biggest challenges our customers face around the implementation of change management are:
- Reduced empowerment: If a customer is changing from a pen and paper process to a comprehensive online management system, the service technician may feel less empowered, as the control they have owned over their schedule is no longer in their hands. Once they understand the revamped business process and the benefits it brings to them and the company, they can just focus on the job at hand and not all the logistics and details.
- Hesitant adoption: It goes without saying that many of us are resistant to change, especially when the change may be radically different than what we are used to. For many organizations, employee onboarding may be a major barrier to adoption. It is difficult to trust the decisions that are made by new software, but it is just a matter of time for the change to be implemented by the whole company – the challenge is simply getting there.
It is critical to select the right solution for any changes in process, not based purely on pricing, but one that delivers the most business value. The extent to which a service organization effectively manages the change process will ultimately determine how successful the change will be, and how well it will be received by users. If you have experienced change management in your company, successfully or not so successfully, share your story below and be sure to request your own “Service Is Hard” copy today!
Stay tuned for next week’s blog, when we address service as a transformation to conclude our “Service is Hard” blog series.