Enhancing field‐service delivery: the role of information

Abstract

Purpose

The purpose of this paper is to examine how the availability of information on the equipment to be serviced affects field‐service delivery performance.

Design/methodology/approach

The research was performed as a case study with a capital goods manufacturer and its service network. The analysis is based on interviews, a survey of companies in the service network, and warranty records.

Findings

In the case setting, it was found that 40 percent of failed service visits were caused by a lack of information. In addition, almost one third of the service visit's duration was used to inquire for detailed information on the equipment in order to be able to diagnose the problem. Preparation of the on‐site visit is identified as a critical information enabled step for high performance field‐service delivery. In the studied case setting, access to reliable information would significantly improve the service call success ratio and shorten duration of on‐site service operations.

Research limitations/implications

The results on the importance of equipment information for the preparation of the service visit are indicative, as the findings are based on a single case study. Further research is needed on how users, service companies and original equipment manufacturers can collaborate on improving availability of equipment information to enhance performance in field‐service delivery.

Practical implications

Service call success ratio is one of the most significant cost‐saving opportunities in field‐service delivery. The paper shows how introducing an information‐enabled preparation step before making the service call can significantly improve service call success ratio, reduce maintenance costs, and improve equipment uptime.

Originality/value

The paper presents an empirical study highlighting the importance of equipment information in preparations performed prior to accessing the servicing site in field‐service delivery.

Citation

Lehtonen, O., Ala‐Risku, T. and Holmström, J. (2012), "Enhancing field‐service delivery: the role of information", Journal of Quality in Maintenance Engineering, Vol. 18 No. 2, pp. 125-140. https://doi.org/10.1108/13552511211244175