If you plan to supply multiple services, your field teams will need to take on a diverse range of skills. Cross-skilling or outsourcing will be the most popular ways to alleviate the impact of this transformation.
Insights from our projects suggest that cross-skilled teams can provide a more flexible and efficient service, which makes cross-skilling a valid option if you would prefer to keep your field teams in-house. On the other hand, the need for skills specialisms and the multi-disciplinary nature of these services can create real challenges.
You wouldn’t expect an engineer to fix a leak, fit your smart meter, and diagnose a broadband uptime issue, as these are very different and specialist skills, but there may still be some opportunities for cross-skilling that present themselves in the future.
Teams dedicated to specific skills are also an option, but modelling the supply of resource to meet a theoretical demand is challenging and requires a considered, data-driven approach.
New services could be uncharted territory for operational management, so outsourcing the work to contractors or industry partners could be a viable option for many organisations.