Every field service manager and executive strives for the same goal: delight customers while generat- ing significant revenue and profits. But achieving this holy grail of field service often proves elusive. Why? Because companies generally approach the issues facing their service organization from a tacti- cal perspective while ignoring the necessary cultural changes that are equally important.
Your company has a service culture, whether you know it or not. But is that service culture promoting the right values? Does it create a focus on your key business drivers? And is it pervasive and power- ful enough to really define the way your employees work everyday?