IDC MaturityScape: Field Service Management in Manufacturing 1.0

IDC MaturityScape: Field Service Management in Manufacturing 1.0

This IDC study describes the IDC MaturityScape for FSM within the manufacturing industry. IDC developed the FSM maturity model to aid manufacturers define and assess their current field service operations, processes, and capabilities in delivering resolution and support to assets, equipment, and products in the field or on a customer site. This study's intended audience is senior-level and business-focused service executives, CIOs, and CXOs responsible for the planning, execution, and delivery of field service support. This study will be followed by the IDC MaturityScape Benchmark for field service management in manufacturing. The benchmark will consist of a quantitative assessment of the current maturity of manufacturers based on end-user survey data. In IDC Manufacturing Insights' 2021 Product and Service Innovation Survey, the top 3 drivers for service efforts were faster response to product quality and customer issues, to improve key customer metrics, and establish more remote capabilities around remote service, collaboration, and resolution. The ability to have a closed loop of knowledge to improve the customer experience will not only ensure higher levels of first-time fix rates but also improve service value delivered. "There are still many manufacturers and service organizations that operate in a reactive manner whereby a customer or an operator needs to notify field service of an issue," said Aly Pinder, program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "Differentiation in a competitive environment will demand the field service operation to intelligently react or better yet predictively resolve issues, driving up the value of the relationship between a customer or an operator and a service organization."

Please Note: Extended description available upon request.


IDC MaturityScape Figure
Executive Summary
Elements of the Field Service Management in Manufacturing Maturity Framework
Stages of the Field Service Management in Manufacturing Maturity Framework
Ad Hoc
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Business Outcome
Opportunistic
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Repeatable
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Managed
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Optimized
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Business Outcome
Dimensions of the Field Service Management in Manufacturing Maturity Framework
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