Courtesy: Greg Coleman, Principal / Vice President Strategic Programs of Service Strategies Corporation
Many field service organizations today depend on outside vendors and partners to carry out their service delivery activities. The decision to use partners for service delivery activities can be influenced by any number of factors including financial, resource, geographic or product related circumstances.
In some instances, it may be more cost effective to go outside the organization to get a specific task performed. The decision to leverage partners could be skills driven, where a partner has certain skills that the field service organization has yet to develop. Alternatively, the decision may be market driven, where the partner can help drive increased business or accommodate a temporary surge in activity. Whatever the influencing factors are, the organization should have a sound plan and established process for effectively selecting and managing external service delivery partners.
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