Archive

November 2021

Browsing

Dr. Jack W. Wiley, who is recognized internationally for pioneering research linking employee work attitudes to measures of organizational success, joins Sarah to talk about his latest research and book around the traits and benefits of employee-centric management. Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today we are going to be talking about the impact of employee-centric management. I’m excited to be joined today by Dr. Jack…

When Field Service Palm Springs 2020 was cancelled, I wondered when we’d ever be at the point of being able to return. It’s an event I look forward to every year and last week, that return happened with Field Service Palm Springs 2021. I can’t explain how happy I was to be back in California, sharing thoughts, ideas, smiles, and, yes, drinks with so many colleagues, co-workers, friends, and new connections. The sentiment of not…

In November 2020, the Centers for Medicare & Medicaid Services launched the Acute Hospital Care At Home program to provide hospitals expanded flexibility to care for patients in their homes. This is but one of many at-home hospital care programs that have begun to pop up, in an effort to keep high-risk patients safe, mitigate capacity issues at hospitals, and to simply allow people the dignity of care from their own home. And while we’ve…

Kevin Bowers, Director of Field Services Research at TSIA (Technology & Services Industry Association) joins Sarah for a chat about some of the biggest misperceptions, thrown around terms, and doubts about As-A-Service as well as a discussion around why this journey is so important to embrace and educate ourselves on. Sarah Nicastro: Welcome to The Future of Field Service Podcast. I’m your host, Sarah Nicastro. Excited to welcome a special guest here with me today,…

If you listened to the recent podcast with Dave Mackerness of Kaer, you should understand the value that the As-a-Service business model holds. However, it seems that there are some common myths around what it really means to introduce an As-a-Service offering that holds companies back from it potential. On this week’s podcast, I welcome Kevin Bowers, Director of Field Service Research at Technology & Services Industry Association to discuss the myths and truths of…

If you’ve been following the work that we’ve done on State of Service here at FoFS, you’d have a fresh view on how the many challenges of the last two years have culminated in our current expectations around service delivery. So I figured let’s dig into the archives and see what we were saying back when this site got started. Sarah brought me into the Future of Field Service family in early 2019, and my…

Dave Mackerness, Director at Kaer, shares not only the details of the Singapore-based business’ journey to Cooling-as-a-Service but also the reason for their passion around the business model, what they learned in being an early adopter, and his perspective on what the future holds. Sarah Nicastro: Welcome to The Future of Field Service Podcast. I’m your host, Sarah Nicastro. I’m excited today to be here with Dave Mackerness, who’s director at Kaer, to talk about…

When you talk about the future of service, the terms “outcomes,” “Servitization,” and “as-a-Service” are all sure to pop up. In reality, these terms all mean different things but are inextricably linked. Customers are more and more demanding outcomes (versus products and/or services), and “as-a-Service” is a method of delivering those outcomes that can work particularly well for manufacturers looking to Servitize their businesses – aka evolve from being a product provider to trusted advisor. …

We are quick to point out here at Future of Field Service that service does not stop and start with appointment booking. Service—true service—extends throughout a company’s lifecycle, and properly operationalizing, automating, cataloging, and tracking service requires a holistic understanding of business elements, from human resources, to parts, to procurement, to fleet management, and everything in between.  To cover their inability to meet these expectations, many service software providers gloss over their lack of capabilities…

Sarah talks with Latasha Reindl, Director of Service Operations Excellence at Schneider Electric Digital Buildings, about the central theme that is key to making further progress in the areas of diversity, equity and inclusion. Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today we are talking about a very important topic, one we hear about a lot, which is diversity and inclusion. We’re going to have a very…