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As a logistics professional providing on-site consultancy, you’re often on the move. This can be quite overwhelming: you have to keep track not only of the appointment, but also of the journey and any products you might be introducing. Perhaps that’s why you sometimes lose sight of the risks involved in both the journey and the consultancy work itself. Yet field service and on-site consultancy present many challenges. Wondering what you need to bear in mind? In this article, we’ll explain exactly what you need to know.
Not just carrying out the work, but also coordinating it
Whilst many logistics professionals focus solely on the transport and delivery of goods, field service roles involve additional responsibilities. You also have a job to do on site: this might include providing advice and introducing new hardware or systems.
This involves dealing with people, resources and locations. The more appointments you have scheduled in a day, the greater the chance that something will go wrong and throw your planning into disarray. Therefore, make sure you have an overview of the following, amongst other things, before the delivery:
- Who is going where, and when
- When the hardware is due to arrive
- What happens if something runs over time or changes
What can go wrong en route
If processes aren’t properly coordinated, problems can quickly arise. It often starts small – for example, if you momentarily lose track of things, a schedule isn’t flexible enough, or the hardware hasn’t been delivered on time. But this can ultimately have a major impact: think of cancelled appointments, dissatisfied customers and extra journeys.
Problems with your car can also really throw a spanner in the works. It’s therefore a good idea to be well prepared for delays, damage or breakdowns. Are you insuring a new company car? If so, it might be worth looking into comprehensive cover that also provides a replacement vehicle. That way, you’ll be back on the road quickly and, hopefully, won’t fall too far behind schedule. You can also ensure that there’s always a colleague on standby who can pick you up if you break down on the road.
What can go wrong on site
Mistakes can be made not only whilst on the move, but also on site itself. For example, you might give incorrect advice on adjusting walking routes in a warehouse, causing staff and machinery to cross paths, thereby compromising safety and efficiency. Or perhaps you haven’t tested the systems you’re introducing thoroughly enough, and whilst the scanflow system worked for a few orders, it failed to cope during peak periods.
Incorrect advice or insufficient testing can result in high costs. It is therefore important that employers take out adequate professional indemnity insurance. This ensures that costs arising from a professional error are (partly) covered.
Staying in control and keeping an overview
To prevent problems, simply being aware of the risks is not enough. You also need to be able to make adjustments throughout the day and keep track of your work; otherwise, you’ll soon find yourself playing catch-up. That’s why it’s important to maintain an overview. The following tips may help with this:
- Work with all staff and colleagues to draw up a centralised schedule
- Group appointments by region or route
- Leave some leeway in your daily schedule for any delays, or work in time blocks (morning/afternoon/evening)
- Test your hardware and systems thoroughly before you set off to ensure that everything is working properly
- Ensure a clear handover when introducing new systems or processes
Well prepared for the road ahead
As a logistics professional, you travel a great deal. Do you also offer field services and advise clients on logistics processes or useful systems? If so, it can sometimes be difficult to keep track of everything. By ensuring all processes are properly coordinated and preparing for potential risks, you can minimise the likelihood of delays and additional costs.