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.