125 questions organised in 8 categories and 30 areas, so you can both have a precise analysis and a consolidated picture
Questions based on best practices observed on real practical examples so you can benchmark your organisation
Wevalgo Field Services Comprehensive evaluation questionnaire framework
Summary description of the questionnaire
- Customer requirements: how are requirements recorded and how is compliance or non-compliance handled? Is the installation location information specified? How are regulatory aspects managed?
- Offer management: What is the bidding process and the associated roles and responsibilities from receipt of the bid to response?
- Offer costing and pricing: how are bid prices calculated? Is a standard method used? Are the rules clear and transparent?
- Offerings: what is the service strategy for the installation, including spare parts and warranty? Are the services that can be offered and the pricing rules clearly defined?
- Offer management: what is the process for proposing and validating customer offers? Is the impact on resources (workload, skills) taken into account? In the case of vending machines, are the supply data clear?
Simple installations (applies to stand alone machines)
- Installation process: Is the process clearly defined, with clear roles and responsibilities? Are appropriate start-up and follow-up meetings in place?
- Team: Is there a clear person in charge of the installation? Are resources identified at the right time?
- Templates and tools: What are the standard templates or tools to facilitate facility management and are they actually used?
System & Complex Installation (for multiple machines, complete line installations or complex systems)
- Project team: Is a project team formally defined by including the right resources? Is the level of competence and training in project management satisfactory?
- Project management: how are project progress meetings managed and how is project planning defined and used?
- Project process and review: Is the installation process clearly defined by detailing the different phases and deliverables? Are the roles and responsibilities of each function clear and appropriate? What are the project reviews?
- Installation management: is the process clearly defined, with clear roles and responsibilities? Are appropriate start-up and follow-up meetings in place? Is a dashboard and detailed planning used?
- Template and tools: what are the standard templates or tools to facilitate installation management and are they actually used?
- Handovers: what mechanism is used to manage the transitions between the different phases (commercial, installation, warranty...) throughout the process, from contact with the customer to commissioning?
- General management:are strategic objectives and action plans defined and implemented operationally? Are steering meetings effective?
- Offers, Services and Installation indicators: what are the existing indicators and how are they managed for each of its domains?
- Service data capture and analysis: what data is collected from customers or field service operations and how is it analyzed to improve the performance of interventions?
- Financial management:are costs and margins regularly monitored for each type of service and by business? What mechanism is in place to ensure that price quotations and invoices are consistent, that all work is properly invoiced and paid for?
- Spare parts inventory: is there a clear stock management policy for each category of parts? Are management parameters and stock levels known, up-to-date and reviewed? Is the choice of stock location the result of a thorough analysis?
- Replenished goods (for vending machine business): is there a clear inventory management policy for each category of goods? Are management parameters and stock levels known, up-to-date and reviewed? Is the choice of stock location the result of a thorough analysis?
- Issue resolution process: Are the process, roles and end-to-end responsibilities clearly defined?
- Remote issue resolution: how is remote resolution organized (levels 1, 2...) and does it have online tools and customer history tracking? How do we ensure the best pre-diagnosis? Are the priority and arbitration rules clear?
- Field Services process and tools: are standard intervention processes defined? Is equipment documentation and failure history (or client request) available to the field engineer, how and at what level of detail?
- Field services operations: Are the right field engineers sent to the right place? Do they have the right tools, information, parts or product stocks? How is the intervention prepared and what reports are returned by the field engineer?
- Spare parts and warranty management: is the parts replacement process clearly defined? Is the information necessary for warranty and selection of the right parts collected and recorded during installation?