The Importance of Good Managers for Good Service

The current rapidly changing environment demands much greater reliance on the quality and calibre of individuals for example  developing engineers as trusted advisors; beyond requiring that they adapt to technology and activity management, and the expectation that mobile solutions will provide effective command and control to support structure and processes.  Managing activities is important when productivity and cost reduction are in focus, and strong leadership will be necessary to ensure that, delivery of leading-edge service achieves all its objectives across a wide range of measures to include customer loyalty, engineer loyalty, process quality and deployment, as well as cost constraints.

A significant challenge for many service organisations is to improve the capability of their managers and staff; this is not simply a training issue, and acknowledging a lack of capability does not necessarily reflect poor or limited training, but is a more complex issue which companies are having to get to terms with in order to grow cost-effectively while retaining existing and seeking out new customers.