Field Service Key Concepts and Glossary

In our previous post, we discussed #117 – field service limitations

Field service management involves the coordination and management of resources in the field to deliver services efficiently. It is a crucial aspect of various industries, including telecommunications, utilities, healthcare, and manufacturing. To understand field service management better, it is essential to familiarize yourself with key concepts and terminologies used in this field. This article provides an overview of the important concepts and a glossary of terms commonly used in field service.

Table of Contents

1. Introduction
2. Agent
3. Appointment Booking
4. Asset
5. Dispatcher
6. Mobile Worker (Service Resource)
7. Resource Availability
8. Scheduling and Optimization
9. Service Appointment
10. Service Territory
11. Work Order
12. Glossary Terms
13. Conclusion
14. FAQs

1. Introduction of Field Service Key Concepts

Field service management is the process of planning, scheduling, dispatching, and tracking field service activities. It involves managing a team of mobile workers, assigning service appointments, optimizing schedules, and ensuring timely service delivery. Effective field service management improves operational efficiency, enhances customer satisfaction, and maximizes resource utilization.

2. Agent

An agent is a person who handles inbound calls, creates work orders, and books appointments from the service console. They play a crucial role in coordinating field service activities and ensuring smooth communication between customers and field technicians. Agents must have the necessary permissions and skills to perform their tasks effectively.

3. Appointment Booking

Appointment booking is the process of assigning a specific execution time for a customer-facing service appointment. It allows customers to book their appointments within a defined time range. This ensures that service appointments start within the designated window, improving customer convenience and resource planning.

4. Asset

An asset refers to an item of commercial value that a customer has purchased and installed. It can include equipment, machinery, or other products. Assets can have warranties or entitlements for service based on service contracts. Field service management involves tracking and servicing assets according to maintenance plans or on an as-needed basis.

5. Dispatcher

A dispatcher is responsible for monitoring the execution of service appointments assigned to specific groups of resources. They use a dispatcher console to handle exceptions, manage schedules, and ensure efficient service delivery. Dispatchers require the necessary permissions and licenses to perform their role effectively.

6. Mobile Worker (Service Resource)

A mobile worker, also known as a service resource or technician, is an individual who performs field service work. They execute assigned service appointments, update job progress, and interact with customers on-site. Mobile workers rely on mobile apps to access appointment details, track their tasks, and communicate with the dispatcher.

7. Resource Availability

Resource availability refers to the time intervals during which a resource, such as a mobile worker or crew, can be scheduled for service appointments. It includes operating hours, time slots, and shifts. Effective resource availability management ensures that appointments are assigned to available resources within their working hours.

8. Scheduling and Optimization

Scheduling and optimization is the process of assigning service appointments to mobile workers or crews. It involves creating an efficient field service schedule based on various factors such as resource availability, service-level agreements, travel time, and cost optimization. Advanced scheduling and optimization tools automate this process to improve efficiency and customer satisfaction.

9. Service Appointment

A service appointment provides the scheduling and assignment details of a field service visit to a customer. It includes information such as the date, time, location, and assigned resources. Service appointments can have an arrival window, which is a time range within which the mobile worker is expected to arrive at the customer’s location. The appointment serves as a roadmap for the mobile worker, ensuring they have all the necessary information to complete the job.

10. Service Territory

A service territory refers to a defined geographical area assigned to a mobile worker or a group of resources. It determines the coverage area for service appointments and helps optimize travel time and resource allocation. Service territories are typically defined based on factors such as proximity to customer locations, workload distribution, and resource specialization.

11. Work Order

A work order is a document that provides detailed instructions for a specific task or job. It contains information such as the scope of work, required resources, materials, and any special instructions or considerations. In field service management, work orders are created to define and track the work to be performed during a service appointment. They serve as a guide for the mobile worker, ensuring that all necessary steps are followed to complete the job successfully.

12. Glossary Terms

• Field Service Management (FSM): The process of coordinating and managing field service activities to deliver services efficiently.
• Service Console: A software application used by agents to handle inbound calls, create work orders, and book appointments.
• Mobile App: An application installed on mobile devices that allows mobile workers to access appointment details, update job progress, and communicate with dispatchers.
• Service-Level Agreement (SLA): A contract between a service provider and a customer that defines the level of service expected, including response time, resolution time, and service availability.
• Arrival Window: A time range within which the mobile worker is expected to arrive at the customer’s location for a service appointment.
• Maintenance Plan: A predefined schedule or set of tasks for regularly servicing and maintaining assets.
• Dispatcher Console: A software tool used by dispatchers to monitor service appointments, handle exceptions, and manage schedules.
• Resource Allocation: The process of assigning available resources, such as mobile workers or crews, to service appointments based on their availability and skills.
• Travel Time: The time taken for mobile workers to travel from one location to another to complete service appointments.
• Cost Optimization: The process of optimizing resource allocation and scheduling to minimize costs while meeting service-level agreements.

13. Conclusion

Field service management plays a crucial role in ensuring efficient and timely delivery of services in various industries. By understanding the key concepts and terminologies used in this field, businesses can effectively coordinate their field service activities, improve resource utilization, and enhance customer satisfaction. From agents and dispatchers to mobile workers and work orders, each element of field service management contributes to the overall success of the operations.

14. FAQs

Q: What is field service management?

A: Field service management involves the coordination and management of resources in the field to deliver services efficiently. It includes tasks such as scheduling, dispatching, and tracking field service activities.

Q: Why is field service management important?

A: Effective field service management improves operational efficiency, enhances customer satisfaction, and maximizes resource utilization. It ensures that service appointments are executed in a timely manner and that customer needs are met.

Q: What is a service appointment?

A: A service appointment is a scheduled field service visit to a customer. It includes details such as the date, time, location, and assigned resources.

Q: What is a work order?

A: A work order is a document that provides detailed instructions for a specific task or job. It outlines the scope of work, required resources, and any special instructions.

Q: What is a service-level agreement (SLA)?

A: A service-level agreement is a contract between a service provider and a customer that defines the level of service expected. It includes parameters such as response time, resolution time, and service availability.