By Mike Karlskind
June 22, 2016Follow
Once you’ve reached the management level or higher in your career, it doesn’t matter what business you’re in: you realize that your business education is never really over. In order to get better, and to stay competitive in your field, you have to develop your own experience, learn from your peers, and follow the research, thought leadership, and new ideas that crop up each year. As long as you have the time, it’s not hard to find a book on any business topic to either expand or augment your knowledge. Or so one would assume.
When trying to compile a resource library for managers of field service operations and professionals, you won’t find as many titles as you might in accounting, programming, or even project management. This is certainly not due to a lack of interest, or available knowledge. Writing THE field service book is an ambitious undertaking—and no doubt a time consuming project. While discussing this with my colleagues at ClickSoftware, we thought about how to provide something that could bring immediate value to people in field service operations, and how quickly it could be done.
The idea became Service Is Hard, the new book I co-authored with fellow ClickSoftware colleagues Alec Berry and Stephen Smith, which is now available to the general public.
Without taking on all of the knowledge that has amassed around field service operations over the years, we instead chose to focus on the most pressing, timely, and addressable challenges in field service management. Service Is Hard is a handbook for dealing with those challenges by examining their underlying causes, their inherent risks, and approaches for resolving them. From addressing “right now” customer expectations to finding value in the Internet of Things, each chapter stands alone with expert and experience-driven insights you can apply in your work today.
Mike Karlskind has over 15 years of experience streamlining processes and optimizing decisions for service organizations in a wide variety of industries including computer services, utilities, telecommunications, capital equipment, home services, retail services, insurance, and medical equipment. This includes recommending and implementing streamlined processes, service policies, user roles, programs for change implementation, training courses, and defining user roles for greater productivity. He also wrote "Service is Hard" with Steve Smith and Alec Berry.
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