Case Study: How Australian Based Tenix Is Addressing Today’s Field Service Challenges

The Service Council’s latest research on field service challenges highlights how organizations are focused on workforce management initiatives to improve Key Performance Indicators (KPIs) tied to customer satisfaction, productivity, and profitability. Forty-one percent (41%) of the 226 respondents to our field service survey highlighted that workforce management activities from hiring, on boarding, and training to scheduling and planning were top of mind for the rest of 2013 and early 2014. To understand the issues, we sat down with Jim Kafanelis, contract manager – gas infrastructure, networks at Tenix, a delivery partner to owners of gas, electricity, water, wastewater, heavy industrial, and mining assets in Australia, New Zealand, and the Pacific. Jim’s team has approximately 200 field-based resources working in operations & maintenance, asset replacement and minor capital works.

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