
IDC MaturityScape Benchmark: Field Service Management in Manufacturing Worldwide, 2022
Description
IDC MaturityScape Benchmark: Field Service Management in Manufacturing Worldwide, 2022
This IDC study highlights the results of IDC's 2022 Worldwide Field Service Management in Manufacturing MaturityScape Benchmark Survey and is a supplement to IDC MaturityScape: Field Service Management in Manufacturing 1.0 (IDC #US44957320, September 2021). Combined, these two projects provide a clear vision of maturity while also showing the opportunity that field service management can aid in a manufacturer's business transformation and success. This study's intended audience includes senior-level and business-focused service executives, CIOs, and CXOs responsible for the strategy, planning, execution, and delivery of field service to achieve improved issue resolution and enhanced product, equipment, and asset performance. The journey along the maturity curve is riddled with challenges and executives must think differently about the field service operation as its impact on the customer experience is no longer a trivial activity. "Interactions between a field service engineer and a customer or operator is an opportunity to strengthen a bond between the manufacturer and the customer, which can be invaluable," says Aly Pinder Jr., program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "Stunted transformation in the field service operation can have a direct negative impact on revenue, margin, and customer satisfaction."
Please Note: Extended description available upon request.
This IDC study highlights the results of IDC's 2022 Worldwide Field Service Management in Manufacturing MaturityScape Benchmark Survey and is a supplement to IDC MaturityScape: Field Service Management in Manufacturing 1.0 (IDC #US44957320, September 2021). Combined, these two projects provide a clear vision of maturity while also showing the opportunity that field service management can aid in a manufacturer's business transformation and success. This study's intended audience includes senior-level and business-focused service executives, CIOs, and CXOs responsible for the strategy, planning, execution, and delivery of field service to achieve improved issue resolution and enhanced product, equipment, and asset performance. The journey along the maturity curve is riddled with challenges and executives must think differently about the field service operation as its impact on the customer experience is no longer a trivial activity. "Interactions between a field service engineer and a customer or operator is an opportunity to strengthen a bond between the manufacturer and the customer, which can be invaluable," says Aly Pinder Jr., program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "Stunted transformation in the field service operation can have a direct negative impact on revenue, margin, and customer satisfaction."
Please Note: Extended description available upon request.
Table of Contents
13 Pages
- IDC MaturityScape Benchmark Figure
- Executive Summary
- Analysis of the Field Service management in manufacturing Maturity Benchmark Data
- Stages of the Field Service Management in Manufacturing Maturity Framework
- Survey Findings: Maturity Distribution Across Stages
- Dimensions of the Field Service Management in Manufacturing Maturity Framework
- Survey Findings: Maturity Distribution Across Dimensions
- Evaluating Field Service Management in Manufacturing Maturity: Survivors and Thrivers
- Survey Findings: Comparison of Survivors and Thrivers
- Advice for Technology Buyers
- Learn More
- Related Research
- Appendix
- Methodology
- Survey Respondent Segmentation
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