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Blog

Take a closer look at what's on our mind

Dave Webb

Chief Operating Officer

Recent Posts

Automation = Transformation, the next drive for field service?

Posted by Dave Webb on April 16, 2014

In our continuing quest to discover and deliver Peak Performance, and to turn it into ‘business as usual’, we have been exploring a three step journey:

1) Mobilise core processes to connect the office with the mobile workers more effectively;

2) Implement a performance management framework and toolset that uses the data flowing through the processes to guide decisions on improvements;

3) Centralise and automate repetitive tasks and release capacity for higher-value tasks.

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Sustainable Peak Performance Step 2 – Performance Management

Posted by Dave Webb on April 1, 2014

In the first post of this series on sustainable peak performance, we introduced the topic and defined how this subject relates to field and mobile service. Then, we covered the first of three steps on the road to achieving your best possible performance, and doing so consistently over time:

1) Mobilise core processes to connect the office with the mobile workers more effectively

2) Implement a performance management framework and toolset that uses the data flowing through the processes to guide decisions on improvements

3) Centralise and automate repetitive tasks and release capacity for higher-value tasks

This time, we are going to look at the performance management step. Understanding and measuring the performance of a mobile workforce is complex and demanding, as explored in this recent article by Turq, our blog editor. We are often asked why this is the second step and not the first. Surely, the argument runs, you need to put performance management in place before you rollout a mobile application.

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Sustainable Peak Performance Step 1 – In The Field

Posted by Dave Webb on March 18, 2014

In the opening part of this series, we explained what we mean by Peak Performance for service delivery organisations and the challenge of reaching that peak consistently – every single day. Achieving that will definitely deliver better customer outcomes and business success. We identified 3 steps on the road to that success:

1) Mobilise core processes to connect the office with the mobile workers more effectively;

2) Implement a performance management framework and tool set that uses the data flowing through the processes to guide decisions on improvements;

3) Centralise and automate repetitive tasks and release capacity for higher-value tasks.

Today, we are going to address the first step – mobility. It is one of those topics everyone is talking about these days, and no surprise. With the number of mobile/smart phones sold now greater than the total population of the country, it is fair to say this is a ubiquitous technology. But, that does not mean it is easy to implement, maintain and support in the mission-critical context of mobile workers delivering on-site services. Because it is not.

Often, technicians/engineers/delivery drivers have to work in harsh – sometimes hazardous – conditions and all are required to operate out of doors, whatever the weather. That can impose considerable constraints of the technology that will work for them. But, even so, there is no shortage of infrastructure options to consider. Consumer-grade or ruggedized? Which operating system? Which manufacturer? Which applications software – buy or build? Which network operator? On premise or in the cloud? Up-front licencing or SaaS? All contribute to the lifetime cost of ownership and are a big factor in calculating the Return On Investment.

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Sustainable peak performance – explained and explored

Posted by Dave Webb on March 4, 2014

Do you long to unveil a secret, to see behind the mask? Me too!

A couple of weeks ago, we published a guest posting as a prologue to a series about “sustainable peak performance”. If you cannot recall the heartfelt comments of the author – who we called Mr Anonymous* to protect his career - then you can find it here.

Let’s talk about sustainable peak performance and what that means in the context of intelligent mobile workforce management, to introduce you properly to this topic and what we are planning over this series of posts.

What is sustainable peak performance?

It is about joining two recognisable and important concepts together. Achieving your best possible customer service performance is one thing - and hard enough. Being able to attain that peak repeatedly and consistently is a whole new level of challenge, and one that few attain.

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The Service hot-seat can be a very cold place

Posted by Dave Webb on January 28, 2014

I wanted to kick off a new topic on the Cognito blog with a bit of a “wow!” and asked a well-respected guest writer to introduce the idea of ‘sustainable peak performance’ for us, from a practitioner’s perspective. I was thrilled that he agreed to share his real-world experience with us, and with you. Unfortunately, he has asked to remain anonymous. Read on and you’ll understand why …

The phone rang. It was Helen, our receptionist, with the welcome news that the heating engineer had finally arrived. And not a moment too soon, it had been freezing in my office for days!

Cold and confused

We were in the middle of (yet) another company transformation program to see us become ‘better than the best’ – or so it was claimed by the consultants this time. I am the Service Director for a medium-sized, national IT services organization. One led by a CEO who is obsessed with all the latest management fashions and crazes. Change is our constant companion as we battle to satisfy our real customers, you know, the ones with contracts and sky-high expectations. When faced with the question "How do you get things done around here?" the answer starts "Right now we …." and always ends with "but ask me tomorrow and it will be different".

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