Field Services: Optimizing Jobsite Safety and Layouts Are Key to Success
As the definition of ‘the workplace’ continues to evolve post-pandemic, one area of manufacturing operations that continues to expand significantly is field services management (FSM). One in four manufacturers today is engaged in field services operations, mostly focused on essential maintenance, repairs, and installations. While the field – pun intended – has typically been dominated by high-upkeep sectors like heavy machinery, automotive, and electronics, advances in technology are enabling broader participation, and the growth is showing in the data. The field services market overall is projected to more than triple in size to $12 trillion by 2032, and as companies look for solutions to manage their operations, demand is rising for solutions that can strengthen performance, customer satisfaction, and profitability.
The Devil is in the Details
More companies are moving this way as they seek to capture the benefits an effective and efficient field services operation can deliver, including happier customers, lower overall costs, and improved employee morale and retention. Like any worthwhile endeavor, and especially so when it comes to field services, thorough planning begets success. The process of planning and managing field services work is a unique challenge, with a wide spectrum of variables and logistical factors to consider.
Two essential ones to focus on early in the planning stages involve jobsite safety protocols and layouts. As important and hopefully beneficial as this work will be to your clients, it is equally important to have these foundational elements confidently in place before the work commences, including establishing safety guidelines and building an FMS layout that better facilitates the nature of the actual work. Failing to have these two building blocks in place can lead to operational inefficiencies that disrupt productivity, team morale, and the bottom line. Leaders tasked with this planning are best served by addressing these key issues head on and developing an approach focused on efficiency and practicality.
Safety First
Let’s tackle job safety first. It goes without saying that if a skilled field technician is apprehensive or feels unsafe in the workplace, they are not likely to produce their best work. Field services work is performed under a broad range of conditions and the equipment and other assets used to perform the work have grown increasingly complex and challenging to manage. So, it is not surprising that machinery issues and equipment failures are among the most cited causes of worker injury claims filed with the Occupational Safety and Health Administration (OSHA). In field services, the most common workplace accidents involve slips, trips, and falls, followed by exposure to specific hazards such as electrical shocks or exposure to toxic chemicals, working at heights, and transportation-related mishaps.
For employers, the diversity of work conditions across FSM is at the crux of the challenge in ensuring continuous jobsite safety. Planning considerations can vary greatly depending on the type of company, where the work will be performed, and the types of machinery that will be required for a successful outcome. For example, the protocols for working on a project with a chemical company will look different than the safety guidelines for an electronics company.
Achieving operational excellence in field services starts with weaving safety protocols across daily operations. This isn’t so much a best practice as it is a strategic necessity that can drive productivity, enhance quality, and boost employee well-being. Weaving health and safety principles across core field service operations helps unlock powerful synergies that lead to improved performance and a safer working environment.
Core Elements of Operational Excellence in Field Services Safety
While every company’s operational template will be different, in our experience there are four common components to raising the bar in field services safety, including:
- Firm commitment from leadership - the integration of safety and operational excellence throughout the entire footprint starts at the top. Company leaders must champion both safety and operational excellence, and demonstrate their commitment through policies, resource allocation, communications and updates, and personal actions.
- Proactive risk management - identifying hazards early and deploying control measures are crucial first steps in creating a safe and efficient workplace. Staying on your toes and having an anticipatory mindset squelches disruptions before they occur and keeps things running smoothly.
- Focus on continuous improvement - the most successful organizations are very good at evolving and staying fresh. Regularly reviewing and fine-tuning both safety protocols and operational processes helps companies stay ahead of the curve and adapt to new challenges and solutions.
- Technician engagement - field services technicians play an essential role in integrating operational excellence into safety protocols. When they are actively engaged and contributing to decision-making, it creates a culture of collaboration, accountability, and a drive to constantly get better.
Seven Steps for Optimizing Field Services Layouts
Along with safety, it is also critical to build your field services layout, or operational footprint, as efficiently, strategically, and safely as possible. There are a number of chess pieces that need to put in the right positions, for example matching certain technicians’ skillsets with specific jobs; coordinating transportation time for multiple workers coming from different directions; and distributing the workload evenly.
Here are seven best practices, that can help optimize the layout of your field services operation:
- Bring a systematic approach to problem-solving and improvement
Creating a culture and mindset centered around continuous improvement is key. Always be observing, questioning, hypothesizing, experimenting, and analyzing when dealing with processes and problems that surface in your field services operation. When an issue arises, examine the operational framework first instead of focusing on how things went awry. This helps identify and address systemic problems that may hinder safety and efficiency. - Organize workflow to help uncover below-surface issues
There is both an art and science to structuring field services workflows, which can help companies quickly identify root causes of problems. Organizing work in a way that puts a premium on transparency allows for faster problem-solving and constant improvement. - Develop and deliver comprehensive training
Creating role-specific safety modules that address each technician's unique challenges can be very powerful and effective. Conducting regular refresher courses is key, as is incorporating new ways of learning, such as immersive training using augmented or virtual reality for a more authentic experience. - Equip technicians properly
Along the same lines, don’t send technicians into the field unprepared or ill-equipped. Be sure to provide suitable Personal Protective Equipment (PPE) for each job type and continuously train technicians on proper usage and maintenance. - Leverage available technology
Technology is constantly involving and can be your field services friend. Keep up with new solutions and be open to implementing technologies like FSM software, GPS tracking, and Internet of Things (IoT) sensors to monitor technician locations, assess equipment and safety, and enable quicker issue resolution. - Conduct regular safety audits
Get into the habit of proactively performing inspections to identify and address potential hazards before they cause real damage. Analyzing reports to identify patterns and encouraging technicians to provide constant feedback are two best practices in this regard.
Build Well and the Rewards Will Follow
The common denominator when it comes to jobsite safety and layouts is that implementing operational excellence best practices is and will continue to be a force multiplier in terms of helping companies manage their field service operations efficiently. Commit to harnessing the tools, experts and technologies out there, find the right fit for your company, and then watch the benefits – including increased productivity, improved customer satisfaction, lower operating costs, and enhanced technician morale – pile up as you strengthen from within.
