The electrical contracting industry reports a rising demand for service work, including maintenance, repairs, and warranty work. This trend offers significant growth opportunities for those firms that develop strong service competencies, according to a research study recently released by ELECTRI International – The Foundation for Electrical Construction, Inc.
The report, Toward a New Model of Service Management for Electrical Contractors, is the result of a major investigation led by Dr. Andrew P. McCoy, Virginia Polytechnic Institute and State University. Dr. McCoy conducted a comprehensive review of available literature, coupled with a survey and analysis of both union and non-union companies with a strong EC service component. The project focused on contractor perceptions of quality, value, satisfaction, and management strategies as they relate to service offerings.
Contractors acknowledge a lack of formal metrics for gauging employee or customer satisfaction or service quality. Contractors report that they are uncertain how to measure and create value, beyond pricing their service work relative to their competition. The report provides a series of valuable “Executive Take-aways” to address these issues.
Following a detailed explanation of the findings and analysis, the report continues with a thorough discussion of opportunities for excellence and proposed service management metrics. Dr. McCoy concludes, “It is imperative for ECFs to develop service competencies and implement service management strategies to more effectively create value. Value can no longer be conceived in the limited context of price-to-cost ratios or profitability, though they are important measuring sticks. Instead, managing relationships, including stakeholder perceptions and expectations, should be seen as the drivers of value creation.”
The report is available from ELECTRI International at http://www.electri.org/research/toward-new-model-service-management-electrical-contractors.
