Vending machine Field Services practices comprehensive assessment


Price: Free

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Field services
Installation, customer service, issue resolution
Do you have world class practices for your vending machines Field Services and Engineers?
Thorough and comprehensive evaluation based on best practices
Scope: Installation, customer service, issue resolution
Industries: All industries installing or servicing equipment with product replenishment - vending machines - at customer or public premises
Specific analysis: Installation vs service

Do you have world class practices for your vending machines Field Services and Engineers?

Number of best practice evaluations 130
Time to complete 1.5 - 2.5 hours
Multi Level analysis  
Optional anonymity  
Consolidated results  
Specific features
  • Organisation performance actionable drivers
  • Field Installation vs Service analysis
Languages available English ? 

Comprehensive assessment of Field Services for on field vending machines (or equipments requiring product replenishment) compared to industry world class practices.

The evaluation provides an in depth - diagnostic of the whole Field services and Installation function and its operations comparing them to world best practices. It assesses practices for the corporate, branch or office employees as well as for the Field Engineers in the following areas:

  • Installation offers
  • Simple installations
  • System & Complex Installation
  • Performance Management
  • Service Offers
  • Inventory management
  • Customer Services
  • Planning and resources

The assessment provides multi-level analysis on several axis: by individual or consolidated area of best practice, by organisation dimension (geographical location, department, production area, hierarchical level or any other dimension depending on your organisation), by evaluator or by performance actionable drivers (Wevalgo model),

The results are provided in a concise and detailed report (if option selected) with multiple graphs and allowing you to clearly identify areas of improvement as well as perform internal or even external* benchmarks


Scope and industries

This service is tailored for all companies performing Field services or interventions, including product replenishment, of equipment installed on customer sites, typically vending machines. Interventions can be in the form of installation, issue resolution, maintenance, servicing (replenishment of vending machines), commissioning, spare parts change, or other services.

Evaluations have optional configuration parameters that allow to tailor it to specific company situation in the vending machine business:

  • Machines or equipment in a "Stand alone" mode (i.e. not a full system of interconnected equipment)
  • Multiple equipment or machines with some interconnections or as a full system (i.e. not only several standalone machines or equipment)
  • Single or multiple geographies (e.g. your organisation covers several geographies to serve with distance long enough to require some Field Services staff to be locally based in several of these geographies)
  • Delivery and management of spare parts for its clients

Who For

Field Service Manager, Field Engineer manager, Field Installation Manager or Field Operations Manager and business unit Manager, Internal consultants (e.g. continuous improvement team) or external consultant


More than 125 best practices evaluations structured in 8 categories and 30 areas, enabling to identify strengths and improvement opportunities in a detailed and a consolidated view:

  • identification of strengths and improvement opportunities according to a WeValGo organisational model enabling to define improvement actions along consistent drivers (strategy and assets, organisation and governance, Leadership and people, process and rules, effective implementation)
  • normative questions with precise and auditable criteria (check with evaluated organisation data) enabling objective evaluation
  • ability to create own organisation dimension (functional, geographical, hierarchical, or even particular organisational entity) enabling to compare evaluations:
    • of the same system (the practices, tools, organisation set up) used by or applied to different people
    • of different systems used in the various organisational areas or units of the evaluated organisation (e.g. different geographical sites)
  • Evaluations can be kept anonymous

How long does it take?

Since it is a very detailed assessment, it takes from 1.5 hour to 2.5 hours to fill all the questions in a meaningful way. The questionnaire can be recorded and answered in several sessions.

Result report

The result report is accessible once the evaluations are completed and contains graphical and text results. There are two options defining the level of analysis details displayed in the report.
Summary analysis: 
  • Answers by question with average performance for scored questions
  • Overall result scoring displayed in a chart
  • Analysis of the results difference between the top level questionnaire categories
  • Comments by evaluator
Detailed analysis:
  • Detailed answers by participant
  • Answers by question with average performance for scored questions
  • Answers by question and by participant with performance by participant for scored questions
  • Heatmap of the results, with category and subcategory performance levels
  • Performance levels by category with breakdown by subcategory
  • Performance levels by category and evaluator
  • Performance levels by category and organisational dimension (custom)
  • Performance levels by Wevalgo performance model
  • Performance levels by custom driver
  • Comments by evaluator

Number of participants

This is the maximum number of participants who can be invited and answer the questionnaire for a specific analysis or survey

Expert review

Service provided

On selection of this option, a Wevalgo expert consultant will provide his own assessment, based on the same questionnaire. He will proceed to the following analysis and activities:

  • Read the answers of the key participants (people whom the service manager invited) – up to 5 by expertise
  • Send the service manager a list of documents to be collected and sent to him by the service manager
  • Contact the service manager and review with him:
    • the context of the assessment
    • the list of participants to identify the ones to interview
    • review the list of documents to provide
  • Read the documents received when all documents requested are received or declared as non-existing
  • Interview up to three of the key participants by web-conference
  • Fill in the questionnaire with his ‘Expert profile’, so that his answers are clearly visible in the results reports and be comparable to the participants answers

All contacts will be done remotely (emails, web-conference, phone…).

To activate the expertise, the service manager will just have to click the ‘Activate expertise’ button that will appear in the questionnaire detailed status dashboard when all participant answers are completed. Wevalgo will receive a notification and the expert will contact the service manager within two work days.

Number of expertise

The standard option is to provide an expertise, on one scope evaluated. There is one scope when all the participants invited answer the questionnaire on the same scope (function, geographical location…). However, when your assessment cover several scopes, for example if you invite participants from different areas of the organisation and you ask them to assess their own area with the questionnaire (and not an area ‘common’ to all participants), then you may want several expertise. Since they are different scopes, there will be an expert assessment (with all activities described above) for each of these scopes in the limit of the number of expert assessment chosen.

About the documents and key participants to interview
  • The documents to be collected are about the scope of the assessment and will show to the expert evidences of the level of maturity of some practices evaluated in the questionnaire.
  • Documents may include process descriptions, actual and recent management dashboards with KPIs, meeting minutes, photos of visual management, job descriptions, personal objectives, training plans…
  • Absence of some documents will be considered as not existing, and will give indications of the level of maturity; therefore it is important to receive all documents requested and existing
  • The participants identified to be interviewed are the ones that are supposed to be the most knowledgeable of the areas assessed. They will have to be informed by the service manager that they will have to be made available for the expert, for up to three hours, and answer to all his questions without restrictions
  • When participants can’t provide some information about a practice, this will be considered as if the level of performance related to the information isn’t achieved

Confidentiality of the information

Wevalgo experts will not disclose any information that will be received through the documents or the interviews to any third parties. For further details, please read our Terms and conditions.

Downloadable results

When chosen, enables to:
  • download the full result file in Excel
  • download chart data in Excel or print chart images
  • dowload results comments or specific requested data

Wevalgo Field Services Comprehensive Dive Model for vending machine services

Field Services Comprehensive Dive Model

A Vending machine Field Installation and Services model built on practical experience of best practices with Field Engineers

This model is built on the extensive management consulting experience of Field Services best practices; each of its best practice has been observed in real conditions with Installation and Service staff and Field engineers. THe vending machine model has specific categories added to our other model build for (non- replenished field equipments), specifically the vending machine replenishment process and finished goods inventory management

More than 130 best practices in a structured model

The model is structured in eight categories and 30 areas, each area includes 3 – 10 detailed best practices; this structure enables to identify strengths and improvement opportunities at different levels, from a high level and holistic view to a detailed view in the following areas:

  • Installation offers: customer requirements, Offer management, Offer costing and pricing
  • Simple installations: applies to stand alone machines; Organisation, internal competencies, contract management
  • System & Complex Installation: for multiple machines, complete line installations or complex systems; Project team, Project management, Project process and review, Installation management, Template and tools used by the teams, Handovers along the whole process from customer contact to commissioning
  • Performance Management: General management system, KPIs for the sales, services and installation performance (Field engineers, remote services...), data capture and analysis, financial management
  • Service Offers: Offerings (what offerings and how are they defined and communicated) and Offer management (how a customer offer is managed)
  • Inventory management: spare parts inventory and finished goods
  • Customer Services: Remote issue resolution process, Field Services process and tools (used by remote service staff and Field Engineers), spare parts and warranty management
  • Planning and resources : for all Installation Field Engineers and Service Field Engineers

Normative questions

For each best practice, the question is very precise and the answers choices are almost systematically normed to facilitate the evaluation and mostly to avoid subjectivity

For example, some evaluations use a norm derived from CMMI; for others we have defined specific norms.

According to the practices, evaluation criteria used are, for example:

  • formalisation and detailed level,
  • quality and scope coverage,
  • people ownership and effective usage level,
  • roles and responsibilities clarity.


Wevalgo organisation performance actionable drivers model

Wevalgo organisation modelIn the detailed results report each practice is linked to one of the Organisation model dimension so that the improvement drivers are also defined along these dimensions.
That enables to have even clearer and more actionable drivers to facilitate the improvement action plan definition.
The dimensions are:
  • Leadership & People: leadership capabilities, competences, social climate and value,
  • Strategy & assets: organisation strategy, technology, tangible and intangible assets,
  • Organisation: organisational structure, roles and responsibilities,
  • Steering: decision making, actions and performance indicators management,
  • Process: process, operating procedures and rules definition,
  • Tools: decision making tools, process support tools, software applications,
  • Implementation: effective implementation of strategy, organisation, steering, processes and tools,

Get instant and full access to reports as soon as evaluations are completed.

Gain multi-level analysis on several axis that can be explored in varied depths and dimensions through a user friendly results menu. A few samples of the results report are shown below

Heat map
Visualise the performance and their drivers at a glance across all categories and sub-categories
Results by organisational dimension
Compare performance across your own, relevant and entirely customisable organisational dimensions. For example by geographical locations, departments, hierarchical levels or any other you see fit. Zoom in to breakdowns by category, subcategory and/or question
Results by evaluator and category
You can see detailed results to better understand the causes of your organisation performance
Wevalgo excellence model Results
Get valuable insight into areas and axes of progress thanks to our embedded Wevalgo model. Other analytical models may be incorporated, see key concepts for more information)

To see a full example of report result,

We have expert consultants on hand to build their own evaluations, assist you and interpret your results. Select the Expert Review option on the purchase menu.

Key steps

after purchase and activation of the service, the key steps are the following:

  • Customisation of the service to the organisation by the service manager*
    • Service name, title and introduction for the participants invited
    • Selection of participants to the service
    • Definition of dimension to enable analysis by organisation dimension (optional)
    • Selection of anonymity option
  • Sending of an invitation link to the selected participants<
  • Evaluations performed by selected participants, on the Wevalgo web platform<
    • Participants connect to Wevalgo web site thanks to the link sent by the service manager
    • Participants answer on-line
    • The service manager can follow up the answers progress status

* The service manager is the person who purchased the service. 

Recommended participants

For this evaluation we recommend the following participants: 

  • Field service Manager
  • Field installation Manager or Field Operations Manager
  • a selection of Field services engineer covering several activity types such as installation, maintenance, spare parts replacement
  • a selection of Field services staff covering the remote issue resolution, planning, logistics and invoicing process
  • in case of several geographical sites, a selection of each site managers, enabling to compare the practices between the different sites.

Technical Requirements

In order to use the services, the technical environment must comply with the requirements below. 

Browser requirements
  • Chrome: 62 and above
  • Internet Explorer: 11 and above
  • Safari: 10 and above
  • Firefox: 45 and above
  • Opera: 42 and above
  • desktop or laptop usage, no mobile version
  • javascript enabled
  • Firewall authorising Wevalgo website 

If you choose to use other browsers or settings other than the ones listed here, the site's pages may not display properly, and you may encounter problems that Customer Service may not be able to resolve.

These technical requirements apply to all the participants of the service.