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Blog

Take a closer look at what's on our mind

Dave Webb

Chief Operating Officer

Recent Posts

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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A fix for the service bug: technology

Posted by Dave Webb on September 9, 2013

Our survey of 200 business managers, responsible for mobile workers within UK organisations, revealed that sickness and absence is still the major issue affecting service delivery and the customer experience. Sickness ranked as the most common problem affecting service delivery (39%), followed by traffic congestion (37%) and unavailability of staff (36%).

With customer service often being a differentiator between competitors and key in retaining customers, it’s time organisations addressed the issues that lead to poor service and delivery.

The role of technology

Whilst you can’t stop illness in your organisation, there are ways to limit the negative impact that it can have on your business. One of those ways is optimising mobile workforce technology.

It can benefit an organisation in discreet areas such as giving directions to a field worker and tracking job completion, through to providing feedback on customer service. In a situation where you have a worker call in sick these capabilities become crucial for managing a workforce to ensure that the absent worker’s jobs are picked up by a colleague.

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Delivering service excellence, the big (data) opportunity

Posted by Dave Webb on May 8, 2013

Despite the term, big data has more benefits than just volume of information. It represents an opportunity to manage, in real-time, situations that have arisen as highlighted by data accumulation. In a service environment, this can be with regards to a company’s staff, customers and operations.

 

However, before an organisation can begin to digest any information, the significant reasons for why, how and what data is sourced and collated needs to be addressed. For many service-based organisations, this collection of data is still largely restricted to in-vehicle location-based services (LBS), providing information on where a worker’s vehicle is located.

As is common, when a worker is in their vehicle, updates can be transmitted via GPS, allowing real-time tracking of that worker. These updates are regular as locations can change quickly when travelling and can be beneficial to ensure that not only the worker is heading where they are meant to be heading but is driving in a safe and economical manner and using sensible routing options. These services can also help in traffic incidents, to find the best route.

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