Knowledge Management Is Now a Top Priority in Field Service
One of the most pressing challenges in the field service industry is the struggle to find and retain talented technicians. Veteran technicians are retiring at an unprecedented rate, so companies are striving to find ways to pass their knowledge on to the next generation.
For example, according to Deloitte, the average age of service technicians among industrial goods manufacturers is skewing high. One Deloitte study found that about half (49.4%) of all service technicians in the sector are over 45 years old. The study also found that attracting new technicians to the industry is becoming more difficult, as many of the people entering the workforce are favoring jobs that are less strenuous and offer them better work/life balance.
To ensure industry knowledge doesn't evaporate from the company once veteran technicians leave, many field service organizations are now turning to technology to preserve it.
Technology Is Key to Knowledge Capture, Management, and Transfer
According to a recent report by Field Service and WBR Insights entitled "The Service Support Guide to Empowering Your Customers," a plurality of field service leaders (44%) said that ensuring knowledge transfer between field service veterans and new hires or contractors is a top concern. This result mirrors industry trends, as several organizations are focusing on knowledge capture and transfer amidst an aging workforce. Many companies are also placing more reliance on contingent workers to fill gaps in their internal rosters.
When selecting equipment to provide their field service technicians, many organizations are also focusing on knowledge management and transfer and incentives for purchase. Devices that can successfully capture knowledge at the point of service can provide lasting value by securing that knowledge, so it can be used by future technicians. For example, an augmented reality device that records operations could be used later as a training exercise to give new technicians near hands-on experience.
Indeed, some field service organizations are even prioritizing knowledge management above some value metrics when it comes to selecting equipment. According to the results of the Service Support Guide cited above, the lifecycle of an equipment investment was seen by most of the respondents as secondary to its ability to capture knowledge, assist technicians and contractors, and deliver fast outcomes to the customer.
Armed with AR apps and connected devices, novice technicians could potentially get access to expertise from almost anywhere in the world. With the right tools, they could even project a diagram of the machine they are working on to ensure precision and accuracy.
With the right solutions in place, technicians can even enter a worksite with complete knowledge of the problem they need to address and a step-by-step resolution that ensures optimal uptime for the customer.
Treating Knowledge Management as a Discipline
Retaining knowledge is not enough. That knowledge must be transferred to recruits and utilized across the business. Field service organizations are also approaching knowledge management as a discipline to be mastered as a continuity strategy, but also as an efficiency strategy.
Treating knowledge management as a discipline requires the organization to implement a set of tools and processes that empower field service agents. For example, a novice field service technician may need to access a knowledge base while operating in the field. Using a connected device, or potentially augmented or virtual reality, they could access the knowledge they need to complete their task correctly the first time.
Implementing processes for training and building skills will also be crucial to maintaining the effectiveness of the workforce. However, it may be difficult for companies to engage in person-to-person training programs, especially if too many of their veteran technicians are retiring.
Technology-based training can help in this area, as can remote assistance. Potentially, a veteran technician could train multiple novice technicians each day remotely using a connected device. This type of process could optimize knowledge transfer even when field service teams are separated by long distances.
More importantly, granting field service teams access to real-time knowledge can help them produce far better outcomes for customers.
Harnessing Opportunities for Better Knowledge Management
Knowledge management has become an issue of some urgency in field service. Although many organizations are doing their best to prepare for shifts in their workforce, some are still lagging when it comes to developing knowledge management systems. According to Future of Field Service, 29% of service executives are still using informal knowledge management processes and 12% aren't using any processes at all.
Thankfully, there is now an abundance of tools available to assist in this venture. Organizations that have already found success in their knowledge management programs are also demonstrating best practices that other companies can emulate.
To learn more about how you can optimize your knowledge management strategy, don't miss the next Field Service conference. It's taking place from November 16th to 18th at the JW Marriott in Palm Springs, California.
Download the Agenda today.