Combining technology & culture change to transform field customer service

Outstanding service in the field requires both the harnessing of technology and embracing the human factor to satisfy customers and increase performance.

During a workshop on field operations at The Forum conference 2014, the Service & Repair planning team at

British Gas showed they had a three pronged attack when it came to transforming their performance. They changed the culture of their team, the organisational model and the operating model. This has much in common with The Forum awards' entrants from previous years eircom and BT and also UPC, which also shared their experiences in the workshop, deepening the understanding of what good looks like in this area. print
Take a look at these articles, videos and links
BT Field Awards Case Study 2013: Optimisation & planning for field engineers
eircom Awards Case Study 2012: Resourcing flexibly in field operations
Look at some recent material on Enterprise and Field Planning
UPC Awards Case Study and Site Visit 2014: Planning end to end: unleashing potential


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