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Think Tank Sessions: Executive Briefing -Reimagining our Relationship with our Customers (2020)
In this Think Tank Session, hosted online as a result of the pandemic, we took some time to try and digest exactly what the impact of Covid-19 has been before looking forward to how we build the new normal of tomorrow. It was a thought-provoking conversation, with each of us testing each other’s viewpoints. In the final report of three from this session we explore how our relationships with customers are evolving
Key points of discussion include:
Covid-19 and the Conversations with Our Customers, Redefining the Value of Service in a Post Pandemic World, Are We Innovating Enough to Keep Pace with the Requirements of the New Normal? The Biggest Immediate Change we will see in the Aftermath of Covid-19?
Reassessing our approach to Service Delivery (2020)
In this Think Tank Session, hosted online as a result of the pandemic, we took some time to try and digest exactly what the impact of Covid-19 has been before looking forward to how we build the new normal of tomorrow. It was a thought-provoking conversation, with each of us testing each other’s viewpoints. As would be expected in such unprecedented times, there were disagreements and debate about many of the key issues but also a lot of common ground in our collective thinking.
Key points of discussion include:How Long Will the Recovery Take? Technology, Disruption and a Post-Covid Future, What Does the Role of the Engineer Look Like in a World of Remote Support? Where Does Value of Service Delivery now lie in the Eyes of the Customer?
Assessing the Impact of Covid-19 on the Field Service Sector (2020)
The impact of Covid-19 and the subsequent lockdowns across the world have become the backdrop to the world, perhaps not just in 2020 but for many, many years to come. In this Think Tank Session, hosted online as a result of the pandemic, we took some time to try and digest exactly what the impact of Covid-19 has been before looking forward to how we build the new normal of tomorrow. It was a thought-provoking conversation, with each of us testing each other’s viewpoints.
Key points of discussion include:he Initial Operational Challenges of Covid-19, The Financial Impact of Covid-19 on Field Service, Supply Chains Grinding to a Halt as Borders Came Crashing Down, The First Steps on the Road to Recovery, Moving to a World of Remote First Resolution, A Glimpse of the New Normal we are Building Together
Servitization: Challenge and Opportunity (2020)
Servitization, while at its very root may be a simple concept to get our heads around, the Everything-as-a-Service world we live in today has helped in translating the idea to the masses, the truth is when it comes to implementing such programs, the road to success has many obstacles and challenges to overcome.
Key points of discussion include:The Multiple Challenges of Servitization, Reframing the Service/Product Conversation, The Internal Structure of Servitization, Selling the Concept of Servitization, What is Driving the Move to Servitization? Making Servitization Work, Servitization, Leadership and Maturity
The True Value of Data in the Field Service Sector (2020)
In field service, the central discussions in boardrooms are all heavily weighted around the concept of digital transformation and digitisation. Yet there is still a feeling that we are only just really beginning to scratch the surface when it comes to the true potential of what being digital can mean...
Key points of discussion include:
Can Data Bridge the Generational Gap? The Drivers Behind Adopting Remote Services, The Challenges of Connecting Legacy Machines, Connecting the Assets in the Field, Establishing Service-Centric Revenue Streams, Different Service Needs of Different Customers, Knowledge as a Service Differentiator Using Data to Bring Departments, Does the Value of Digitalisation Lie?
Health and Safety in the Field Service Sector (2019)
The Field Service News Think Tank Sessions are a unique project where we bring together an intimate group of senior field service management professionals and pick apart some of the pressing issues facing the global field service industry...
In a most recent session, held in London UK, a large part of the discussion turned to the crucial question of health and safety within the field service sector and we are pleased to bring you this Executive Briefing Report where you can find out more about how this conversation evolved...
This Executive Briefing Report is now available in the premium resource library which is available exclusively to you as part of your Field Service News subscription. Click the button below to open the paper in your browser now!
Disruption, Development and Diversity in field service (2017)
Areas of discussion include:
Digital Disruption: Is the face-to-face role of the engineer now a critical part of the customer experience?
Brand Ambassadors - What role can field service engineers have on an organisation’s relationship with their customers?
The Millennial Workforce - Do we understand them and are we ready to harness what they bring to the table?
Workforce Diversity - How big a challenge is the imbalance between male and female engineers and how can we overcome it?
Career Paths - How important are strategic plans to offer engineers clear and well defined career progression?
Field Service, Mobility and the Cloud (2015)
Following on from a detailed research project with ClickSoftware exploring the benefits and the challenges of implementing Cloud based field service management systems, Field Service News brought together a panel of senior field service executives to discuss both the findings of this research as well as dig deeper into how their companies viewed the potential of the Cloud in a field service context.
Areas the briefing covers:
Reason for Adopting the Cloud, Cloud and Ease of Data Flow, Scalability Vs. Security, Legacies and Economies of Scale, Why the Cloud is Gaining More Momentum, The Evolution of IT Vendor Relationships