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Field Service Management A Complete Guide - 2019 Edition

Field Service Management A Complete Guide - 2019 Edition

$359.00
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Paperback: 304 pages. FREE delivery.
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What does the Field Service Management A Complete Guide - 2019 Edition include?

The Field Service Management A Complete Guide - 2019 Edition includes a 567-page master playbook (PDF), 420+ self-assessment questions across six maturity domains, 28 customisable implementation templates in Word and Excel, a 90-day roadmap (XLSX), performance dashboards (XLSX), anti-pattern catalogues (XLSX), incident response runbooks (PDF), and reference cards. The full package of 60+ files, including PDF guides, XLSX models, and structured playbooks, is delivered by email within 24 business hours.

Without a proven framework for Field Service Management, you're at risk of missed SLAs, technician downtime, customer churn, and rising operational costs, each day without structured processes erodes profitability and service reliability. The Field Service Management A Complete Guide - 2019 Edition is the definitive implementation-ready playbook that equips operations leaders, service managers, and field consultants with everything needed to build, audit, or optimise a high-performance field service function using globally recognised standards including ISO 55000, ITIL, and Lean Six Sigma. This is not just a guide, it's a 60+ file digital operations system delivered within 24 business hours that transforms reactive field service delivery into a scalable, measurable, and customer-centric capability. Delaying implementation means accepting avoidable inefficiencies, compliance gaps, and lost competitive advantage in service-led growth.

What You Receive

  • 00_Platinum_Tier folder: Contains 6 cornerstone files, the master Field Service Management Playbook (567-page PDF), a 90-day Field Service Optimisation Roadmap (XLSX), a Field Service Implementation Template (PDF), a Field Service Anti-Pattern Catalogue (XLSX), a Field Service Performance Dashboard (XLSX), and a Field Incident Response Runbook (PDF), providing immediate strategic clarity and operational resilience.
  • 01_Getting_Started: A start-here onboarding guide (PDF) that walks you step-by-step through deployment, ensuring rapid integration into your current operations.
  • 02_Self_Assessment_and_Diagnostics: 420+ self-assessment questions across six maturity domains, Strategic Alignment, Operational Control, Technology Enablement, Workforce Competency, Customer Experience, and Continuous Improvement, each mapped to industry benchmarks, enabling you to identify capability gaps in under 30 minutes and prioritise remediation.
  • 03_Requirements_and_Goal_Setting: Customisable stakeholder mapping templates and service-level goal frameworks (PDF and XLSX) that align field operations with business objectives and customer expectations.
  • 04_Models_and_Frameworks: Comparative analyses of ISO 55000, ITIL, and Lean Six Sigma applied to field service, with decision matrices to select the right methodology for your organisation’s size and risk profile.
  • 06_Processes_and_Execution: 15 fully customisable implementation templates in Word and Excel, including a Field Service Risk Assessment Matrix, Technician Scheduling Planner, SLA Builder, Preventive Maintenance Calendar, and Customer Feedback Analysis Dashboard, enabling you to deploy best-practice workflows without rework.
  • 07_Performance_and_KPIs: Dynamic KPI dashboards (XLSX) that track first-time fix rates, mean time to repair, technician utilisation, and customer satisfaction scores, giving you real-time observability into field performance.
  • 08_Quality_and_Governance: Audit-ready policy templates, compliance checklists, and oversight frameworks aligned with ISO 55000 and ITIL, reducing exposure to regulatory findings and contractual penalties.
  • 09_Sustainment_and_Improvement: Continuous improvement playbooks (PDF) that embed Lean Six Sigma principles into daily field operations, closing the loop on recurring service failures.
  • 10_Advanced_Topics: A case archive with 12 real-world scenarios covering emergency response, multi-vendor coordination, and remote technician support, enabling proactive planning for complex service challenges.
  • 11_Reference_and_Quick_Cards: At-a-glance reference sheets for field supervisors and planners, including escalation protocols, mobile tool configuration guides, and customer communication scripts.
  • All files are delivered via email within 24 business hours as a structured digital folder: 30-40 XLSX files for modelling, scoring, scheduling, and tracking; 20-30 PDF guides, runbooks, and briefings; plus README.md and CUSTOMER_EMAIL.txt onboarding instructions.

How This Helps You

You gain the ability to rapidly diagnose weaknesses, implement standardised processes, and demonstrate measurable improvements in technician productivity, service uptime, and customer retention. Without this resource, you risk relying on inconsistent tribal knowledge, manual workarounds, and reactive fixes that increase the likelihood of audit failures, contractual penalties, and reputational damage. By implementing this guide, you future-proof your field operations, reduce mean time to repair by up to 40%, improve SLA compliance, and position your team as a strategic asset, not a cost centre. The consequence of inaction is continued operational drift, escalating service costs, and vulnerability to competitors with mature service delivery models.

Who Is This For?

  • Field Service Operations Managers who need to standardise scheduling, improve first-time fix rates, and reduce equipment downtime.
  • Service Delivery Consultants advising clients on field service transformation or ISO/ITIL compliance.
  • Facilities and Asset Managers responsible for maintaining critical infrastructure under ISO 55000 or service contracts.
  • Customer Success Leaders in B2B service organisations focused on retention and post-sale experience.
  • Field Operations Trainers developing onboarding programmes for new technicians or support staff.

This is the smart, professional choice for anyone accountable for field service performance: a complete, standards-aligned, immediately deployable system that eliminates guesswork and delivers measurable operational control from day one.

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