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This workflow template illustrates the reception of service requests from utilities customers, and the subsequent scheduling, assignment and execution of these customer service-related orders. Purchase and download this template in PDF, PowerPoint (PPT) and Visio (VSD) formats. You can customize it to fit your own organization, or simply use it to better understand Utilities Field Operations and customer service processes.Download a Free Sample of this Workflow Template
What is the Utilities Field Operations process?
Utilities Field Operations refers to a set of connected processes designed to fulfill requests from utilities customers. The process is triggered by a call from a utilities customer, usually accepted in a call center by a utilities customer service representative, or call center agent. The agent enters the details of the request into a customer service system. Field technician dispatchers will then inspect the log of all customer requests, or work orders, and schedule them for completion based on severity and order of receipt. Field operations supervisors/managers then pass these pre-scheduled work orders out to their team of field technicians. Field technicians receive the and fulfill the work orders on a daily basis, updating the system when a job has been completed, or when a job must be delayed due to various issues (customer not home, etc.).
Which KPIs, or metrics, are typically used to measure this process?
The following metrics may be used to measure Utilities Field Operations processes:
Which employees and/or departments are involved in this process?
The following parties are typically involved in the Utilities Field Operations process:
What is the purpose of these workflow templates?
Broken business processes pervade companies, large and small. Manual workarounds, downtime, errors and other waste is thought of as "the cost of doing business." Use our workflow templates as a starting point to document your own processes. Customize them to fit your business and add "call outs" for improvement opportunities.
How are these workflow templates created?
These workflow templates are the product of over 20 years of hands-on management consulting experience, as well as research performed by the OpsDog team. All of our workflows are mapped using the BPMN 2.0 specification.
How do I download a workflow template?
Simply click the "add to cart" button and follow the process to purchase and download this workflow template. You can use any major credit card, or a PayPal account, to pay. After you have completed the purchase, you will receive a link to immediately download the workflow template in PDF, PowerPoint (PPT) and Visio (VSD) formats. If you aren't a registered OpsDog user yet, create a free account! New users get $20 off of their first purchase.