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  • Field Services Benchmarks From Aberdeen Studies

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    The document summarizes key findings from Aberdeen Group's 2013 Field Service Workforce Management Guide. It identifies best-in-class field service organizations as having a first time fix rate of 89%, workforce utilization rate of 78%, and compliance with response times of 92%. Chapter One benchmarks these best-in-class organizations against all others and finds they outperform on key performance indicators like first time fix rate, workforce utilization rate, and response time compliance. It also notes that 45% of total respondents indicated field service was a key investment area for 2013.

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    The document summarizes key findings from Aberdeen Group's 2013 Field Service Workforce Management Guide. It identifies best-in-class field service organizations as having a first time fix rate of 89%, workforce utilization rate of 78%, and compliance with response times of 92%. Chapter One benchmarks these best-in-class organizations against all others and finds they outperform on key performance indicators like first time fix rate, workforce utilization rate, and response time compliance. It also notes that 45% of total respondents indicated field service was a key investment area for 2013.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
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    Download as xlsx, pdf, or txt
    4 views3 pages

    Field Services Benchmarks From Aberdeen Studies

    Uploaded by

    kavilankutty
    The document summarizes key findings from Aberdeen Group's 2013 Field Service Workforce Management Guide. It identifies best-in-class field service organizations as having a first time fix rate of 89%, workforce utilization rate of 78%, and compliance with response times of 92%. Chapter One benchmarks these best-in-class organizations against all others and finds they outperform on key performance indicators like first time fix rate, workforce utilization rate, and response time compliance. It also notes that 45% of total respondents indicated field service was a key investment area for 2013.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as xlsx, pdf, or txt
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    Aberdeen Group Field Service 2013 Workforce Management Guide Executive Summary

    Best in Class Performance


    KPI First Time Fix Rate Workforce Utilisation Rate Compliance with stated response times

    Chapter One: Benchmarking the Best in Class

    Efficiency, Effectiveness and Experience


    KPI Respondents that indicated that field service was an integral ara for investment for 2013

    Source: Aberdeen Group Field Service 2013 Workforce Management Guide

    Best In Class 89.00% 78.00% 92.00%

    All Others (i.e. not best-in-class) 71.00% 64.00% 72.00%

    Worst Performance

    Best In Class

    All Others (i.e. not best-in-class)

    Worst Performance

    Average

    Median

    % of total respondents

    Sample Size

    Average

    Median

    % of total respondents 45.00%

    Sample Size

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