Field force automation
by: Guest
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Word Count: 316
Modern day operations scenario is a high pressure one. 24x7 operations coupled with stringent service level agreements and quality of service has forced organizations to look for high reliability, real time online solutions. Field force automation is a natural outcome where integrated company wide applications have resulted in higher level of availability and maintainability. The present field force automation seems to be implemented at two levels. At a basic level, handheld computers are making real time data available for centralized scheduling and workforce management. This has certainly resulted in better workforce management and work low and scheduling has been streamlined to a large extent. At a more advanced level, companies have integrated the entire production, development, deployment, and maintenance and inventory system. The Customer relationship management software has been integrated with Supply chain management system by an enterprise wide network which encompasses all operations. It is reported that such an enterprise wide network supporting the field services has resulted in better synergies and optimum field force automation. The cost factor in such complex systems involving both software and hardware components are a barrier to its acceptance. But the positive effect on the overall operations is undisputed.Field force automation, though desirable has its own downside. The field engineers are the first to oppose such systems because of the fact that they are mere resources in such operations and the human factor is lost. In an automatic deployment for instance, a worker may be scheduled for a particular operation because of his proximity to the place of emergency. Whether the worker has been working on another site for over eighteen hours and may not be able to handle the new activity due to mental fatigue is not considered by an automated system. This may lead to certain frustration. As field force automation becomes more mature, such considerations may also be embedded in the intelligence of such systems.
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Steve Rastall
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