Increasing the efficiency of the service business

Active development work was carried out in 2014 in the service and maintenance business, with the aim of improving the efficiency of the mobile service process and introducing common system tools, among other things.

The organisations in the service business were developed to enable the harmonisation of the operating model and sharing of knowledge across operating countries.

The Centre of Service Excellence is a Group-level organisation established in 2013, the purpose of which is to support the development of service supply chain as well as related processes and IT platforms Group-wide.

In the divisions, too, we have considered it necessary to concentrate large and complex contracts, such as life cycle projects, to dedicated units established specifically for this purpose.

Common service process already in use in some countries

The approximately 10,000 Caverion employees involved in service processes and the roughly one million service requests a year substantiate the importance of efficient and common process for the quality of our services.

The most critical factor in terms of efficiency in the service process is what happens before the actual on-site service visit; the way in which the service requests are received and how work is planned, scheduled and directed to the appropriate person. Naturally, efficiency is paid attention to after this as well: it is essential that work hours are reported and invoiced without delay, primarily on a daily basis.

In 2014, we performed a careful analysis of our processes in terms of, for instance, lead times, and developed their efficiency. An improved service process was introduced in Finland, Sweden and Norway, and our goal is to have the uniform process in use in all divisions by the end of 2016.

Mobile devices support service process

In addition to efficient processes, we also need common tools for tasks such as planning, scheduling and monitoring. Our objective is to roll out a common ERP system adopted in all operating countries and integrate the mobile devices used in the field into it by the end of 2016.

In Finland and Sweden we have adopted an application that supports the work of service technicians by for example, bringing access to work orders and hour registration onto mobile devices. By the end of 2014, more than 2,000 service technicians in Finland and Sweden were using this application, and we plan to take the system into use in Austria and Norway in early 2015.

Late in 2014, the first service managers were given access to the so-called mobile dashboard with which they can monitor the progress of the service process in their respective areas of responsibility. The application shows, among other things, received and open work orders, contracts and various performance indicators, such as lead times. The system will be first introduced in Finland, Sweden and Norway, with roll-out continuing in other countries later in 2015.

In the future, we aim to link the rewarding of individuals and teams more closely to performance indicators, such as hour registration, lead times, contract volumes and invoicing, thereby furthering the personnel’s commitment to our joint goals.

The most critical factor in terms of efficiency is what happens before the actual on-site visit: the way in which the service requests are received, planned, scheduled and dispatched.