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Field Service Outsourcing Approach Quick Poll

TSIA Field Service Outsourcing Approach Quick Poll

Nearly 9 in 10 field service organizations outsource some or all of their field service engineers. Companies engage outsourcing partners for a number of reasons: to increase geographic coverage, reduce labor costs, provide flexibility to varying workloads, or replace retiring workers. This Quick Poll will attempt to identify which outsourcing models are the most popular with companies today and in the future.
1. TSIA, in cooperation with partner ServiceMax, has identified four approaches to field service outsourcing currently in place with original equipment manufacturers. The four approaches are:

Model A: assigning work orders to contractor companies
1. FSO assigns Work Order (WO) to partner company
2. Within a given time, partner accepts or rejects WO
3. Updated WO shows in FSO’s scheduling tool

Model B: assigning work orders to individual 3rd-party technicians
1. FSO assigns WO to individual field technician
2. Field tech is notified and accepts WO
3. Updated WO shows in company’s scheduling tool

Model C: assigning work orders to pool of of known, independent contracted technicians
1. FSO broadcasts open WO’s to a pool of contracted and qualified/certified technicians
2. Contracted technician accepts WO
3. FSO confirms, assigns WO and dispatches third-party technician
4. Updated WO shows in FSO’s scheduling tool

Model D: assigning work orders to technicians via marketplaces
1. FSO broadcasts open WO’s to a pool of technicians vetted by  the marketplace
2. Third-party technician accepts WO
3. Company confirms and assigns WO
4. Updated and then closed WO shows in company’s scheduling tool

Which of these model(s) are you currently using, or are considering using? *This question is required.
Space Cell Currently UsingConsidering This YearConsidering in Next Two to Three YearsNot Considering
Model A: assigning work orders to contractor companies
Model B: assigning work orders to individual 3rd-party technicians
Model C: assigning work orders to pool of contracted technicians
Model D: assigning work orders to technicians via marketplaces
3. Please estimate to the nearest 10%, the % of work orders that are dispatched by model that you are currently using (Sum to 100%): *This question is required.
0 out of 100 Total
0%