“It is a capital mistake to theorize before one has data”.
But, Sir Arthur Conan Doyle’s wise words don’t just apply to the world of Sherlock Holmes.
Just as Sherlock used his data to solve mysteries, it is beneficial for you too to collect as much information as you can to help solve your service problems.
We know that service managers just haven’t been able to get the detailed information required to make solid judgements and drive individual conversations. Without this knowledge, the ‘evidence’ gathered is sketchy at best. You can’t see the complete picture and so cannot come to an accurate conclusion about why. Knowing what happened, when, and where, is the key information needed to enable you to ask (and get the answer to) this important question.
Make it your business to know what your competition doesn't.
To understand not just what is being done in your organisation but also how workers are doing it, will enable you to track down your top performers and incentivise the right behaviours and get ahead of your competitors.
By now, we all know great service is delivered by great people. When you know what makes a worker great, then you can focus on improving the overall team’s performance to ensure that the best results are delivered in the most efficient way at all times. By being able to see both task and activity information across a whole shift, through real-time visibility tools, the time spent on non-productive activities can be identified and reduced. Excellent detective work!
"Data! Data! Data!" he cried impatiently. "I can't make bricks without clay."
Productivity, utilisation, effectiveness, efficiency, compliance and consistency - the objective information often missing from a worker’s measurable metrics... But not anymore! Calculating a range of key summary indicators for each field worker has never been easier, and you’ll be left with a wealth of data, presented as actionable insights, that ensure your field force is aligned with overall objectives.
So now it’s time to drive that change and get to the bottom of this service mystery. Actionable analytics and intelligent mobile workforce management provide the building blocks for continuous service improvement - unexpected, unusual and undesirable worker behaviour can be identified through the Worker Scorecard; performance league tables highlight the best and worst performers across multiple metrics; and to answer those all-important what, when and where questions, an interactive geographical view of a worker’s shift provides key information to enable you to answer the ‘why?’
With all this new data, you can start making the decisions you need to achieve service supremacy… It’s elementary, my dear Watson!