Digital transformations are a huge undertaking. Digital transformations for field service and asset management are even bigger. Knowing how to prepare and what to expect from your implementation partner will have a significant impact on the project’s efficiency and success. Here is a fictional company for a scenario we see a lot at Uptima:
WeCare is a fictional healthcare company that manufactures, sells and services healthcare devices for hospitals and private clinics worldwide. From a small startup with 15 US customers, WeCare keeps growing and currently manages hundreds of assets with a global distribution. Each region manages a local database with local processes. Consolidation of global data becomes a painful and complex process. WeCare would like to undergo a digital transformation of its asset management.
A decision was made, and the budget was approved. The key focus is How do we make it a success?
It’s important for WeCare to find a solution that can maintain a robust system for many years and will be able to grow with them as they do. Mark, the VP of Global Services of WeCare, is nominated to lead the transformation.
WeCare understands that it is important to do some internal research first. Mark meets with each service region to learn all about the local processes, requirements and constraints.
As a team, they set the objectives and expectations. They make a list of the following questions to consider:
With respect to that list, Mark would like to focus on the below asset-related service processes:
Great! WeCare has a fantastic list of questions that need answering, and processes to examine. Mark feels that the important service processes are reviewed.
After careful interviewing, WeCare finds the right partner with experience for the project and their pain points. He is eager to start the project with the consulting firm.
But wait…what (or who) else is missing?
At WeCare, the department heads meet every other week to update each other on the various activities. Mark thinks this is an excellent opportunity to share the news with his colleagues. His experience tells him that involving other departments’ leads will prove helpful when it comes to rollout. Mark makes sure that he is aware of the requirements and the impact related to the future asset management for the other departments:
Finally, WeCare was ready for the official project kick-off meeting with their consulting partner.
While clearing his schedule for the week of the workshop, Mark considers,
“How can I prepare for the solution design workshop, and what can I do to make it efficient?”
Luckily the consultant has sent him some 3 helpful places to focus:
Mark and the group are thrilled to see that all of the important questions, consideration, information about WeCare is on the agenda and the efforts to gather it are now paying off.
At Kick-Off, what should WeCare expect to discuss? Data management!
The creation of data is held in one place but used in many. The consultants will need to know the single source of truth (master) for each asset-related data.
“Ha! That’s an easy one,” Mark thinks. However, when diving into the details, they find that there are some decisions to make. Maybe the master of records is not so obvious.
Determine the single source of truth for:
What are the service processes that are impacting the asset?
Mark is so happy he met with both the service leads and the departments’ heads in advance. He knows to identify different groups in the organization that need to access the asset information:
What is the information needed for agents to provide an efficient service?
What is the information needed for sales to have a 360 view of their client?
How is success measured? Mark and the consultants agree on a few metrics that can be measured and are important to improve the asset management digital transformation:
Calmly managing your assets is a critical component of an organization’s success. All businesses need to identify and analyze the various details that make up their business, and asset management falls into this category. As part of a successful field service asset management digital transformation, you should expect to:
Deep dive into as many details as possible. Consider how a partnership with a consulting firm–that specializes in asset management and understands your business challenges–has the knowledge, experience and skills needed for your transformation. Who can ride the journey together with you and help to make your vision into reality?
Written by Orit Isaac, Solution Architect & Consultant Manager at Uptima