The Field Service Department of Company is responsible for delivering on all Field Service related Goals that make it EASY and SIMPLE for customers to deal with Company. These goals could pertain to:
Anything to do with other Field related Customer expectations
This service needs to be timely, high quality and with superior customer experience. This service is provided through third party partners (ISPs).
The Field Service Department therefore has to identify, appoint, build, enable and manage this network of ISPs that will ensure all Field Service goals are met and exceeded consistently.
These Goals and their measures are established / recalibrated annually basis the expectations of key stakeholders:
Expectations that customers have from Company. The aim is to ensure that elements that create Customer Delight are understood and then goals and measures are created around those.
Expectations of partner ISPs, profitability and ease of doing business.
Expectations of the Organisation, related to maintaining an effective, efficient, flexible infrastructure that ensures Customer Delight consistently.