Mobile Workforce Solutions Sponsor
Technology, Recruitment & Training
Three critical drivers to SLA excellence, from Moco.
Despite the well documented benefits of electronic forms solutions, paper still proliferates. Paper to prove where people have been, paper to prove what they have been doing, and paper to prove that they are safe and well. Why? Are technology providers giving you poor solutions, or are there other reasons?
Technology undoubtedly sometimes lets us down, but we would like to consider two other important factors...
1. End-users’ attitudes towards technology;
2. Have we really helped them to use it?
Technology Firstly let’s consider the technology
itself. Some solutions have in the past tried to dictate how you work. This is simply bad design, it should be agile and flexible enough to fit in with how you work. It should do no more than make what you currently do quicker, easier and more efficient.
If you are sceptical, read a white paper entitled “Eliminating Paperwork Is More Than Just Efficient” by Intermec. Give us a call and we will send you a copy or CLICK HERE to download. It’s backed up with real examples, and is well worth a read.
Recruitment But if you are already converted, let’s
return to our initial question; why still the proliferation of paper? We believe that there is one simple reason for
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this, and it’s the fact that we don’t always like technology. Because we are human, ultimately quirky and therefore resistant to change.
Consider service technicians, who are by definition mobile workers, meaning they will use mobile technology every day. But if they feel ostracised, lonely, or even spied upon simply as a result of what they do, we are likely to encounter significant problems over usage and acceptance.
Cisco deals with this point eloquently in their white paper “Understanding and Managing the Mobile Workforce”. It’s old but still extremely relevant. Again, give us a call and we will send you a copy or CLICK HERE to download one.
They argue that the most successful mobile workers are typically resilient, extrovert, open to new experiences, self-confident and self-motivating. Does this sound like your average field engineer? Probably not, and although we are not advocating setting up a stand at a Cranfield School of Management recruitment fair to find your next generation maintenance men, this needs to be given consideration.
Training So you have found your forward
thinking field engineers, and they still refuse to use the kit. Have you told them how to use it?
It is surprising but businesses still seem to throw a device at an engineer and expect them to be proficient with it. Now we’re not just talking
www.tomorrowsfm.com
about locking them away on training courses for days, we are merely pointing out that it is a mobile phone they are using, so making phone calls or using instant messaging can be very cost-effective ways of ensuring quick and easy help and advice.
So what’s our point? Simply put, we believe that you will be able to keep your end-customers happier by using technology that will prove that you are delivering on your SLA’s in real time. And when those pesky auditors come round... just point them at a web-browser and give them a user- name and password.
People issues? We believe that it is worth spending some extra time and effort to acquire the right workforce, and to get them on board to achieve all potential benefits. But consider also that there are many companies in existence whose mission statement is to do nothing other than deliver on SLA’s like the ones you are accountable for. Meaning, potentially, that you can bypass the recruitment conundrum by requiring them to use a tool that proves exactly what they have done and when.
www.gomobilize.co.uk
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