CIO House Assessment ID(Required)CIO House Customer code(Required)HiddenMetrics SectionHidden1. Field Service Management Process RatingHidden2. Service Management Process RatingHiddenField Service Management BenchmarkHiddenService Management Benchmark1. Field Service Management1.1 Resource Management1.1.1. Please describe the process of ensuring that the technician certifications are up to date (updating/renewing)1.1.2. Is your resource plan linked to historical performance?1.1.3. Does the field service management system have contractor onboarding functionality? If yes please describe the onboarding system1.1.4. If contractor onboarding is not available then how are contractors onboarded and managed?1.1.5. Does your field service management system include the contractor scheduling functionality as well?1.1.6. Please let us know the process for forecasting/estimating the number of contracts/service orders? Please detail the analytics/metrics that you use for the forecasting1.1.7. How do you estimate the hiring/training requirements of the technicians/sales support work force to strategically manage the service requirments?1.1.8. Projecting the total work force required to service customer service inquiries in order to effectively predict the volume of vendor contracts required. Estimate the number of the customer service contracts in an agreed-upon time frame in order to strategically maintain the work force necessitated for customer inquires. Analyze historical data around customer service contracts, the universe of customer inquiries, frequency of inquiries, servicing capability (per head) of the employees, etc.1.2 Customer Engagement1.2.1. How do customers log complaints? Is multi-channel system available for customers to log complaints e.g. mobile, web-portal, phone calls etc1.2.2. Is the customers history available – tracking complaints and their resolution over time?1.2.3. Is the appointment system automated or are there manual touchpoints in the appointment system1.2.4. Is there a capability for automated customer appointment reminders for the technicians and the customers?1.2.5. Is your Field service management system integrated with CRM software to ensure a seamless movement from lead to customer1.2.6 Can the technicians create new inspections/follow up appointments based on their initial visit?1.2.7. Is there an option to provide customer feedback?1.2.8. How are the customers informed if there is a change in their appointment/schedule? Is there an automated system to communicate the rescheduling dates?1.3 Scheduling/Incidents Management1.3.1 How are the technicians informed of the list of assigned work oders? Is there a system which Displays a list of assigned work order tasks1.3.2 How do the technicians view and update the work orders? Is it a manual process or is it all done online1.3.3 Please describe if you have a system which can handle complex scheduling to come up with the best scheduling plan?1.3.4 Are the technicians able to View the list of assigned tasks on a map?1.3.5 Is there a system for routing optimization? Has the task map been optimised for most efficient route plan?1.3.6 How do the technicians manage and update work orders?1.3.7 How is the technicians work actvity tracked? Is there a real time tracking or are timecards being used?1.3.8 How do the technicians Create and manage timecards?1.3.9 Is there a requirement to associate work tasks and photos to time entries to monitor worker activity?1.3.10 How are the job status updates captured? Can these updates shcedule appointments automatically if follow-up visit is required?1.3.11 Please describe the process of capturing additional incident details such as work notes, photos, documents etc?1.3.12 Is there a functionality for the technicians to add related records such as change request, additional problems, etc1.4 Document management1.4.1 What are the document management capabilities of your field management process (capturing online signatures and timestamps)1.4.2 Does you field management system have the option of editing and emailing PDFs of inspection forms and other documents?1.4.3 Is there any functionality to provide easy access to knowledge base documenys such as product manuals, documentation, etc to the technicicans?1.5 Mobile Solutions1.5.1 Do you have a mobile app for technicians and their managers to use in the field?1.5.2 Does your mobile solution also have GPS tracking, geofencing, and route mapping to help field service companies track their technicians1.5.3 Does the mobile solution offer cross-platform support across iOS, Android and Windows smartphones and tablets?1.6 Offline Access1.6.1 Is there a requirment for field technicians to still access crucial information even when they do not have network connectivity1.6.2 What are the crucial details that the field technicians should have access to even when they do not have network connectivity (such as their tasks, task details, and service location etc)1.7 Billing and Inventory1.7.1 Please descibe the process of invoicing being done after the technician completes the work order?1.7.2 Is the invoicing system automated to automatically send out the invoice once the technician indicates that the work order is complete?1.7.3 Are the field management systems integrated to provide real-time updates to inventory management systems? where technicians can request parts instead of racing to the warehouse.1.7.4 Please describe the process by which the technicians can request parts? Do they need to visit the warehouse or is there another systems for parts management?1.7.5 Please describe the inventory, accounting, and other back-office systems integrations1.7.6 How does your T&M process work when technician charges on labor and parts for billable jobs at customer site; especially for contracted and continegent workers?1.8 Automation1.8.1 What is the level of automation in your field service management process? What are the manual touchpoints in the process?1.8.2 Please provide the details of updating Information Across Back-Office Systems Used in the Field. Do the technicians needs to manually update information in the systems?1.8.3 Is the task management system automated that can move technicians between jobs and assignments at optimized rates throughout the day rather than relying on human dispatchers to coordinate each task?1.8.4 Do you have case management capability in your field service management process?1.8.5 Does your field service management process have digital signature capabilities for customers and technicians to sign off?1.8.6 Is your field service management process capable of online document management or is it integrated with Document management systems?1.9 Integrations1.9.1 Is the Field management system integrated with any existing CRM or ERP systems? If yes, then please provide the details.1.9.2 Has your Field Management system enabled value-added features like barcode scanning, RFID, and geo-location? If not, is it something that you would consider enabling to enhance your systems?1.10 IoT Capabilities1.10.1 Do you have Internet of Things (IoT) connected devices (Including barcodes, scanners, RFID tags) to keep track of material assets1.10.2 Is IoT helping you run leaner warehouses1.10.3 Does Iot help in providing a real-time view of the company’s available and on-order inventory1.10.4 Has IoT helped the technicians in better judging the time to complete a job, reduce the number of trips to and from the warehouse, and even carry a store of commonly-used parts1.10.5 Has IoT integration improved preventative maintenance1.11 Preventative Maintenance1.11.1 Has your field service management system been optimised to move from reactive to preventative maintenance? If yes please provide detailsHas the data collected from IoT connected devices optimised to be used in conjunction with analytics and machine learning to provide meaning insights for preventative maintenance?1.12 Warranty Management1.12.1 Please describe your warranty maintenance process1.12.2 Where do you define and maintain the warranty policies?1.12.3 How do you communicate/market the warranty offeings and policies with the customers?1.12.4 Do you provide extended warranty?1.12.5 Are the technicians and other persons who contact customers trained/instructed to market or pitch extended warranty to customers?1.12.6 Are there any special incentives provided to customers to encourage them to take extended warranty?1.12.7 Are the systems optimised to provide the best warranty options based on the product/service type so that the technicians can provide the best option to the customers1.12.8 How do you ensure that the service quality parameters and obligations in warranties are maintained and upheld by the franchises/third party service providers?1.12.9 Do you have a system for warranty administration? Please provide details of the system.1.13 Reporting and Analytics1.13.1 Are there any Established key metrics/ technology enablers for field productivity, rebate management, distribution efficiency and contract profitability etc?1.13.2 Please describe the process/approach for Establishing key metrics/ technology enablers for field productivity, rebate management and contract profitability etc?1.13.3 Are there any Established key metrics/ technology enablers for product support, repair and customer behavior, financials, operational, etc?1.13.4 Please describe the process/approach for Establishing key metrics/ technology enablers for product support, repair and customer behavior, financials, operational etc?1.13.5 Are your KPIs and key metrics automated for tracking? Please provide the details regarding the level of automation of these metrics1.13.6 Is your field service management system integrated with back office and other systems for integrated reporting? Please provide details.1.13.7 Please provide the details of the reports that are already available in the field management system?1.13.8 Are the reports customizable based on different paramters?1.13.9 Does the existing system have the ability to benchmark and compare field operations trends over time1.4 KPIs1.14.1 Please provide the service efficiency KPIs that you track?1.14.2 "Do you track KPIs such as: Mean time-to-completion (Total time spent on jobs/Number of jobs) Average response time (Total time to respond/Number of responses) Average repair time (Total time taken for repairs/Number of repairs) First-time fix rate (Number of service calls not requiring a second visit/Total number of service calls)"1.14.3 Please provide the Customer Satisfaction KPIs that you track?1.14.4 "Do you track KPIs such as: Customer retention rate (Number of customers at end of a period/Total number of customers) Total number of Complaints received (Total number of complaints received in week/ Total customer orders in the week ) Agent satisfaction score achieved on the survey"1.14.5 Please provide the Business Performance KPIs that you track?1.14.6 "Do you track KPIs such as: Revenue leakage = Actual revenue – expected revenue Job/Service profitability = (Revenue – expenses) Contract attach rate = Number of customers (products) with a contract/Total number of customers (products)"1.15 General1.15.1 What is the estimated number of users, admins and other limited access that will be using the solution?1.15.2 Does the solution allow for scalability for changes in user volume and data storage?1.15.3 What is the coverage (multiple locations or franchises) that you intend to use this solution for?1.15.4 What are their different Business units and lobs?1.15.5 What is the deployment type that you are looking for (cloud, hybrid, or on-premise)?1.15.6 How are the market segments divided? – Commercial, Enterprise, franshisee/service agents, Direct to consumer, etc.?1.15.7 How many countries do you operate in? How many countries are distributor driven?1.15.8 What are the Process effciency and technology enablers currently used for commisioning of new installations from quote to invoice process?1.15.9 Please provide a description of warranty maintenance process?1.15.10 What are the scheduled to un-scheduled/break-fix scenarios?1.15.11 Please describe the processes and functionalities of trade promotions and planning, rebate management or alike processes.1.15.12 Highlight current level of collaboration with channel partners especially when involved in selling services or identifying leads for qualified cross selling/upselling opportunities? Any details on improvement opportunities which were assessed?1.15.13 Any highlights into warranty/maintenance contract systems or process in-efficiencies around handling returns/refurbishment, depot/field process, if any.1.15.14 Has any effort been made to understand the operational overlaps in roles and responsibility between business functions / policy & procedure changes that may be needed1.15.15 How do you measure sales performance across channels across different parameters such as geography, product lines etc?1.15.16 How do you plan A&M, SGNA costs by different parameters such as geography, product lines etc today?1.15.17 Do you have transparent visibility to sales pipeline / inventory levels / service orders by distributor? Or are the processes disconnected?1.6 Franchisee/Service Agents Management1.16.1 What are the criteria for evaluating franshisee/service agents?1.16.2 What are the performance metrics that you look for while acquiring franshisee/service agents?1.16.3 What are the incentivization schemes for acquiring franshisee/service agents?1.16.4 What are the sales and servicing capabilities of your franshisee/service agents? Are there different levels of capabilities for the franshisee/service agents e.g. full range of services or limited range?1.16.5 How is the MDF (Marketing development fund) aligned for acquiriing franshisee/service agents?2. Service Management2.1 Process2.1.1 Do you have a dedicated solution/product for Service Management? Please provide a description of the solution.2.1.2 How are incidents / requests generally reported to the desk? (Phone/Email/Fax/In Person Other)2.1.3 Are ALL incidents/requests for support logged with your Service management solution?2.1.4 If the Service management solution is not the single point of contact, what are the other points of contact for customer requests / support?2.1.5 Please describe the general nature of the service requests or incidents received. Please identify the products and services covered.2.1.6 What is the size of your supported user base (total number of users)? What do you base this number upon? How do you know this? (e.g. a source data base)2.1.7 Please provide the users’ locations. E.g. Home/Branch/External suppliers.2.1.8 Do you have end users or groups of users deemed to be prioritised (VIP’s)? If so, who are they, why are they 'Prioritised' and in what way are they treated differently?2.1.9 Please specify the Service management solution core hours?2.1.10 What provision is there for extended hours support?2.1.11 Please specify any provision for ‘On-Call’ Support? How are these incidents/requests logged?2.2 Service Level Management2.2.1 Please provide the Scope & Objectives of Service Levels2.2.2 Please provide the Incident Management SLA Requirements for Incident Case Target Life Cycle2.2.3 Please provide the Incident Management SLA Requirements for Queue Management for Incidents2.2.4 Please provide the Incident Management SLA Requirements for KPI Target Monitoring,2.2.5 Please detail out the Change Management SLA Requirements2.2.6 Please detail out the Task SLA Requirements2.2.7 Please detail out the Problem Management SLA Requirements2.3 Incident Management2.3.1 Please provide the details of Incident Management processes (Level Two Processes Diagrams)2.3.2 Please provide the Incident Management High Level Process Definitions2.3.3 Please provide the Incident Management Status Transition Diagram2.3.4 Please provide the Incident Management Status Transition Rules2.3.5 Please provide the Incident Management Notification List2.4 Problem Management2.4.1 Please provide the details of Problem Management processes (Level Two Processes Diagrams)Please provide the Problem Management High Level Process DefinitionsPlease provide the Problem Management Status Transition DiagramsPlease provide the Problem Management Status Transition RulesPlease provide the Problem Management Notification List2.5 Change ManagementPlease provide the details of Change Management processes (Level Two Processes Diagrams)Please provide the Change Management High Level Process DefinitionsPlease provide the Change Management Status Transition DiagramsPlease provide the Change Management Status Transition RulesPlease provide the Change Management Notifications List2.6 Configuration Management2.6.1 Please provide the details of Configuration Management processes (Level Two Processes Diagrams)2.6.2 Please provide the Configuration Management High Level Process Definitions2.6.3 Please provide the Configuration Management Status Transition Diagrams2.6.4 Please provide the Configuration Management Status Transition Rules2.6.5 Please provide the Configuration Management Notifications List2.6.6 Please share any existing collaterals,process maps, architecture, integration documents and SOPs which will help us understand your landscape better. 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