The Diamond

Fault-finding is a specialty of your field service force. How do they fault-find? How do they articulate and transfer these abilities to the next generation of FSEs? Despite it being a so-called specialty of theirs, you’ll be quite surprised by the lack of clarity in responses if you ask and will eventually come to realize that answers are often vague and inconsistent. If your service department lacks a process to guide engineers how to fault-find, you've just discovered a gem.

Introducing The Diamond, a fault-finding framework.

• A structured process as an alternative to “winging it”.

• Shape your service departments culture by articulating what matters and streamline workflows. 

• Promote consistency and precision amongst FSEs.

• Elevate fault-finding abilities globally and reduce the number of escalations by priming your FSEs and encouraging behavior change. 

• Encourage fact-based decision making and reporting.

• Clear guidelines help to communicate updates to all stakeholders, including difficult conversations with customers.

• Allows for more informed recommendations from technical support.

• Supplement your remote diagnostic initiatives.

• Structure makes the fault-finding journey more predictable and planning easier. 

• A holistic data-driven framework to prime FSEs that’s applicable across industries.