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White Papers


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Performance Management
Implementing sustainable Performance Management in the service industry
Implementing an accurate, defensible performance management program has long nagged service companies world-wide. Most companies realize that measuring productivity as a strict job volume benefits the technicians that perform simpler work, or have easier zones. Yet, relying strictly on a supervisor's perception of who the 'best techs' are is subjective and may be influenced. This white paper presents a solution to this challenge using a balanced and comprehensive approach.

Return On Investment
Maximizing your Field Service Automation
So you've gone through the automation process. You've seen increased productivity, minimized time spent in the garage, and have more accurate data. Now what? Learn how to leverage your FSA investment for rapid cost savings.

Performance Management
Implementing Pay-For-Performance in the Non-Union environment
To many executives, Pay-for-Performance and Incentive Compensation plans appear to be an attractive solution for motivating the front line and driving performance. Beware. You will get exactly what you ask for - even if it's not your intention. To gain buy-in from the field force, PFP plans must possess three primary components. The key is to satisfy these components while minimizing the risk to the company. This white paper investigates approaches, benefits, and pitfalls of PFP plans in the non-union environment.

Performance Management
Implementing Pay-For-Performance in the Union environment
Pay-for-Performance is traditionally viewed as a 'Union Buster' initiative. However, with the right approach a successful PFP plan is possible that presenting a win-win on both sides. This white paper explores the key components found in PFP plans implemented in union environments.

Dispatch Optimization
Cost of Breaking Sequence - the ripple effect with dispatch optimization
Pay-for-Performance is traditionally viewed as a 'Union Buster' initiative. However, with the right approach a successful PFP plan is possible that presenting a win-win on both sides. This white paper explores the key components found in PFP plans implemented in union environments.

Return on Investment
Turning soft dollar savings into Tangible Assets
What dollar value do you place on customer satisfaction? How about a decrease in safety incidents? How do you quantify the soft dollar savings, and should those be included in your business case? This white paper discusses the the often overlooked soft dollar in both terms of cost and savings.

Change Management
Addressing the Cultural Impact of implementing a balanced scorecard
Holding employees accountable for performance presents many problems. Not the least of which is the validity of the balanced scorecard metrics used to measure performance. This white paper will help prepare you to effectively address the primary areas of resistance.

Change Management
Addressing the Cultural Impact of implementing dispatch optimization
You don't trust us to do our job. You are willing to sacrifice quality for productivity. I know my area better than a computer! These are a few of most common responses from the field force when implementing dispatch optimization. This white paper will help you identify the underlying causes for resistance and proactively address the fears of reliquishing individual autonomy.
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