Every one of us work in an organisation that requires process and yet so many of us find the subject uninspiring. But despite our initial lack of interest, we all need to wake up to the importance of processes particularly within the service management industry.
The more processes required to keep an organisation running effectively, the higher the importance it should hold in your mind. Service organisations, such as repairs and maintenance providers, are at the top of this scale with multiple, often complex, processes required to even complete a job, let alone complete it profitably.
Consider each step in your service cycle and just how many processes sit behind it, from diagnosing the job through to scheduling a resolution and monitoring progress. Even the most straight-forward step will have multiple processes sitting behind it.
The risk of neglecting processes
A single ineffective process can have a detrimental impact and when you add the intricacy of service management processes, these issues quickly escalate.
The most common reasons our customers come to Oneserve looking for help aligning and maintaining their processes are:
1. Inaccurate job diagnosis
If the call centre doesn’t ask the right questions, and effectively record the answers to those questions, the knock on effects are immediate. Operatives can be sent to jobs they do not have the skills or parts to resolve and customers are disappointed at the lack of a quick resolution.
2. Inefficient schedules
Juggling operative location, skills and available parts is a mammoth task, let alone the need to manage last minute schedule changes, such as customer cancellations. As a result, inefficiencies creep in and can quickly impact the bottom line.
3. Working blind
If an operative attends a job but has limited information about the job requirements or history of that site, their productivity is immediately hampered. Likewise, if the office-based team cannot monitor job progress effectively they cannot respond to customer needs or invoice correctly.
4. Low first time fix rate
The cost of returning to a job more than once eats into your profitability as well as your business reputation, but despite this, return visits are very common when ineffective processes are in play.
5. No audit trail
Historical data is not only vital when reviewing performance, it is also an essential tool to prove your compliance with the many regulations your organisation is faced with. Having no reliable, historical data to look back at also suppresses your future planning and growth opportunities.
Despite all of the problems identified above having a significant impact on organisational performance, they are all avoidable.
Let us simplify your processes for you
At Oneserve we love processes. In fact, we can’t get enough of them! We have built our software with processes at the core and make it our mission to first streamline your processes with our workflow management software, and then give you the tools and knowledge necessary to easily maintain them at optimal efficiency. Find out more, by speaking to one of our experts today.