Field Service Management A Complete Guide - 2020 Edition

By Gerardus Blokdyk

Will the application generate an adequate return on investment (ROI)? What should a Consultant configure to meet this requirement? How did you get into the security field? What process is used to reschedule or plan future work orders? How will varying administrative records or third-party data formats be processed?

This astounding Field Service Management self-assessment will make you the assured Field Service Management domain auditor by revealing just what you need to know to be fluent and ready for any Field Service Management challenge.

How do I reduce the effort in the Field Service Management work to be done to get problems solved? How can I ensure that plans of action include every Field Service Management task and that every Field Service Management outcome is in place? How will I save time investigating strategic and tactical options and ensuring Field Service Management costs are low? How can I deliver tailored Field Service Management advice instantly with structured going-forward plans?

There’s no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Field Service Management essentials are covered, from every angle: the Field Service Management self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Field Service Management outcomes are achieved.

Contains extensive criteria grounded in past and current successful projects and activities by experienced Field Service Management practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Field Service Management are maximized with professional results.

Your purchase includes access details to the Field Service Management self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria:

- The latest quick edition of the book in PDF

- The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

- The Self-Assessment Excel Dashboard

- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

- In-depth and specific Field Service Management Checklists

- Project management checklists and templates to assist with implementation

INCLUDES LIFETIME SELF ASSESSMENT UPDATES

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

• Language: English
• Publisher: 5STARCooks
• Release date: Sep 6, 2019
• ISBN: 9780655965978

Book preview

Field Service Management

Complete Self-Assessment Guide

The guidance in this Self-Assessment is based on Field Service Management best practices and standards in business process architecture, design and quality management. The guidance is also based on the professional judgment of the individual collaborators listed in the Acknowledgments.

Notice of rights

You are licensed to use the Self-Assessment contents in your presentations and materials for internal use and customers without asking us - we are here to help.

All rights reserved for the book itself: this book may not be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

The information in this book is distributed on an As Is basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.

Trademarks

Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.

Copyright © by The Art of Service

http://theartofservice.com

[e-mail]

About The Art of Service

The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.

Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.

Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.

Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’

With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.

Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:

http://theartofservice.com

[e-mail]

Included Resources - how to access

Included with your purchase of the book is the Field Service Management Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.

How? Simply send an email to

[e-mail]

with this books’ title in the subject to get the Field Service Management Self Assessment Tool right away.

You will receive the following contents with New and Updated specific criteria:

•The latest quick edition of the book in PDF

•The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

•The Self-Assessment Excel Dashboard, and...

•Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

•In-depth specific Checklists covering the topic

•Project management checklists and templates to assist with implementation

INCLUDES LIFETIME SELF ASSESSMENT UPDATES

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

Get it now- you will be glad you did - do it now, before you forget.

Send an email to [e-mail] with this books’ title in the subject to get the Field Service Management Self Assessment Tool right away.

Purpose of this Self-Assessment

This Self-Assessment has been developed to improve understanding of the requirements and elements of Field Service Management, based on best practices and standards in business process architecture, design and quality management.

It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.

The criteria of requirements and elements of Field Service Management have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.

In this format, even with limited background knowledge of Field Service Management, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.

How to use the Self-Assessment

On the following pages are a series of questions to identify to what extent your Field Service Management initiative is complete in comparison to the requirements set in standards.

To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.

1 Strongly Disagree

2 Disagree

3 Neutral

4 Agree

5 Strongly Agree

Read the question and rate it with the following in front of mind:

‘In my belief,

the answer to this question is clearly defined’.

There are two ways in which you can choose to interpret this statement;

1.how aware are you that the answer to the question is clearly defined

2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.

A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.

After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Field Service Management Scorecard on the second next page of the Self-Assessment.

Your completed Field Service Management Scorecard will give you a clear presentation of which Field Service Management areas need attention.

Field Service Management

Scorecard Example

Example of how the finalized Scorecard can look like:

Field Service Management

Scorecard

Your Scores:

BEGINNING OF THE

SELF-ASSESSMENT:

Table of Contents

About The Art of Service12

Included Resources - how to access12

Purpose of this Self-Assessment14

How to use the Self-Assessment15

Field Service Management

Scorecard Example17

Field Service Management

Scorecard18

BEGINNING OF THE

SELF-ASSESSMENT:19

CRITERION #1: RECOGNIZE20

CRITERION #2: DEFINE:31

CRITERION #3: MEASURE:46

CRITERION #4: ANALYZE:53

CRITERION #5: IMPROVE:66

CRITERION #6: CONTROL:78

CRITERION #7: SUSTAIN:89

Field Service Management and Managing Projects, Criteria for Project Managers:130

1.0 Initiating Process Group: Field Service Management131

1.1 Project Charter: Field Service Management133

1.2 Stakeholder Register: Field Service Management135

1.3 Stakeholder Analysis Matrix: Field Service Management136

2.0 Planning Process Group: Field Service Management138

2.1 Project Management Plan: Field Service Management140

2.2 Scope Management Plan: Field Service Management142

2.3 Requirements Management Plan: Field Service Management144

2.4 Requirements Documentation: Field Service Management146

2.5 Requirements Traceability Matrix: Field Service Management148

2.6 Project Scope Statement: Field Service Management150

2.7 Assumption and Constraint Log: Field Service Management152

2.8 Work Breakdown Structure: Field Service Management154

2.9 WBS Dictionary: Field Service Management156

2.10 Schedule Management Plan: Field Service Management159

2.11 Activity List: Field Service Management161

2.12 Activity Attributes: Field Service Management163

2.13 Milestone List: Field Service Management165

2.14 Network Diagram: Field Service Management167

2.15 Activity Resource Requirements: Field Service Management169

2.16 Resource Breakdown Structure: Field Service Management170

2.17 Activity Duration Estimates: Field Service Management172

2.18 Duration Estimating Worksheet: Field Service Management174

2.19 Project Schedule: Field Service Management176

2.20 Cost Management Plan: Field Service Management178

2.21 Activity Cost Estimates: Field Service Management180

2.22 Cost Estimating Worksheet: Field Service Management182

2.23 Cost Baseline: Field Service Management184

2.24 Quality Management Plan: Field Service Management186

2.25 Quality Metrics: Field Service Management188

2.26 Process Improvement Plan: Field Service Management190

2.27 Responsibility Assignment Matrix: Field Service Management192

2.28 Roles and Responsibilities: Field Service Management194

2.29 Human Resource Management Plan: Field Service Management196

2.30 Communications Management Plan: Field Service Management198

2.31 Risk Management Plan: Field Service Management200

2.32 Risk Register: Field Service Management202

2.33 Probability and Impact Assessment: Field Service Management204

2.34 Probability and Impact Matrix: Field Service Management206

2.35 Risk Data Sheet: Field Service Management208

2.36 Procurement Management Plan: Field Service Management210

2.37 Source Selection Criteria: Field Service Management212

2.38 Stakeholder Management Plan: Field Service Management214

2.39 Change Management Plan: Field Service Management216

3.0 Executing Process Group: Field Service Management218

3.1 Team Member Status Report: Field Service Management220

3.2 Change Request: Field Service Management222

3.3 Change Log: Field Service Management224

3.4 Decision Log: Field Service Management226

3.5 Quality Audit: Field Service Management228

3.6 Team Directory: Field Service Management231

3.7 Team Operating Agreement: Field Service Management233

3.8 Team Performance Assessment: Field Service Management235

3.9 Team Member Performance Assessment: Field Service Management238

3.10 Issue Log: Field Service Management240

4.0 Monitoring and Controlling Process Group: Field Service Management241

4.1 Project Performance Report: Field Service Management243

4.2 Variance Analysis: Field Service Management245

4.3 Earned Value Status: Field Service Management247

4.4 Risk Audit: Field Service Management249

4.5 Contractor Status Report: Field Service Management251

4.6 Formal Acceptance: Field Service Management253

5.0 Closing Process Group: Field Service Management255

5.1 Procurement Audit: Field Service Management257

5.2 Contract Close-Out: Field Service Management259

5.3 Project or Phase Close-Out: Field Service Management261

5.4 Lessons Learned: Field Service Management263

Field Service Management and Managing Projects, Criteria for Project Managers:265

1.0 Initiating Process Group: Field Service Management266

1.1 Project Charter: Field Service Management268

1.2 Stakeholder Register: Field Service Management270

1.3 Stakeholder Analysis Matrix: Field Service Management271

2.0 Planning Process Group: Field Service Management273

2.1 Project Management Plan: Field Service Management275

2.2 Scope Management Plan: Field Service Management277

2.3 Requirements Management Plan: Field Service Management279

2.4 Requirements Documentation: Field Service Management281

2.5 Requirements Traceability Matrix: Field Service Management283

2.6 Project Scope Statement: Field Service Management285

2.7 Assumption and Constraint Log: Field Service Management287

2.8 Work Breakdown Structure: Field Service Management289

2.9 WBS Dictionary: Field Service Management291

2.10 Schedule Management Plan: Field Service Management294

2.11 Activity List: Field Service Management296

2.12 Activity Attributes: Field Service Management298

2.13 Milestone List: Field Service Management300

2.14 Network Diagram: Field Service Management302

2.15 Activity Resource Requirements: Field Service Management304

2.16 Resource Breakdown Structure: Field Service Management305

2.17 Activity Duration Estimates: Field Service Management307

2.18 Duration Estimating Worksheet: Field Service Management309

2.19 Project Schedule: Field Service Management311

2.20 Cost Management Plan: Field Service Management313

2.21 Activity Cost Estimates: Field Service Management315

2.22 Cost Estimating Worksheet: Field Service Management317

2.23 Cost Baseline: Field Service Management319

2.24 Quality Management Plan: Field Service Management321

2.25 Quality Metrics: Field Service Management323

2.26 Process Improvement Plan: Field Service Management325

2.27 Responsibility Assignment Matrix: Field Service Management327

2.28 Roles and Responsibilities: Field Service Management329

2.29 Human Resource Management Plan: Field Service Management331

2.30 Communications Management Plan: Field Service Management333

2.31 Risk Management Plan: Field Service Management335

2.32 Risk Register: Field Service Management337

2.33 Probability and Impact Assessment: Field Service Management339

2.34 Probability and Impact Matrix: Field Service Management341

2.35 Risk Data Sheet: Field Service Management343

2.36 Procurement Management Plan: Field Service Management345

2.37 Source Selection Criteria: Field Service Management347

2.38 Stakeholder Management Plan: Field Service Management349

2.39 Change Management Plan: Field Service Management351

3.0 Executing Process Group: Field Service Management353

3.1 Team Member Status Report: Field Service Management355

3.2 Change Request: Field Service Management357

3.3 Change Log: Field Service Management359

3.4 Decision Log: Field Service Management361

3.5 Quality Audit: Field Service Management363

3.6 Team Directory: Field Service Management366

3.7 Team Operating Agreement: Field Service Management368

3.8 Team Performance Assessment: Field Service Management370

3.9 Team Member Performance Assessment: Field Service Management372

3.10 Issue Log: Field Service Management374

4.0 Monitoring and Controlling Process Group: Field Service Management376

4.1 Project Performance Report: Field Service Management378

4.2 Variance Analysis: Field Service Management380

4.3 Earned Value Status: Field Service Management382

4.4 Risk Audit: Field Service Management384

4.5 Contractor Status Report: Field Service Management386

4.6 Formal Acceptance: Field Service Management388

5.0 Closing Process Group: Field Service Management390

5.1 Procurement Audit: Field Service Management392

5.2 Contract Close-Out: Field Service Management394

5.3 Project or Phase Close-Out: Field Service Management396

5.4 Lessons Learned: Field Service Management398

Index400

CRITERION #1: RECOGNIZE