Are you
familiar with the pigeon theory? It goes like this, a pigeon is standing on a
rooftop and looks over her shoulder just to see a cat poised and ready to have
a quick feather filled meal. The pigeon has occupied this roof so many times
that she turns a blind eye to the impending danger. Well, despite her confidence you can probably
predict the conclusion. If not, I encourage you to read the history of Eastman
Kodak, Blockbuster, as well as many other organizations that simply refused,
were scared, or too arrogant to reinvent themselves. They simply paused when they should have
pivoted.
Service
organizations are ripe for change, we
have not fundamentally disrupted the way we deliver service for decades. Digital transformation, and the myriad
definitions which accompany this latest business trend, is not referring to
your sophisticated use of Microsoft Excel.
Instead we find ourselves contemplating the appropriate use,
application, and insights of data being collected within our organizations and
from our clients field assets. As you may have read from my past posts, you do
not need to boil the ocean; however, you should begin experimenting and
evaluating new tools and business practices.
In a
world where everything is connected it also means that anything can be
disrupted. The way we engage our
customers, procure materials, wrestle with digital expectations from the sites
we service to the workers we employ. Our
journey is just beginning into a truly connected field service environment,
while you will likely endure some pain along the way, this transformation will
leave an indelible mark on your organization.
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Next
post: from the field to the office
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