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How do you report your service outcomes to your employer?

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As a field service engineer, you are responsible for delivering high-quality service to your customers, but also for reporting your service outcomes to your employer. Reporting your service outcomes is not only a way to document your work, but also a way to communicate your value, feedback, and improvement opportunities. In this article, we will discuss how to report your service outcomes to your employer effectively and efficiently.

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1 Why report your service outcomes?

Reporting your service outcomes is important for several reasons. First, it helps you track your performance and progress, and identify your strengths and weaknesses. Second, it helps your employer evaluate your work and provide you with recognition, support, and guidance. Third, it helps your employer improve their service delivery and customer satisfaction, by analyzing the data and feedback from your reports. Fourth, it helps you build trust and credibility with your customers, by showing them that you care about their needs and expectations.

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Alec J. Sperduto, JD, RHIA, CHC

Attorney
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I think that the reasons listed are important, but many industries, including ones that I am familiar with, have licensing and other regulatory requirements that require such reporting. Understandable that “because you have to” isn’t the most compelling reason, but I think it’s certainly important enough to mention. Additionally, certain entities require the collection of specific data, analysis by company leadership, and potential modification to become compliant.

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2 What to report in your service outcomes?

Reporting your service outcomes should include both quantitative and qualitative information. Quantitative information refers to the measurable and objective data that you collect during your service, such as the time spent, the tasks completed, the parts used, the errors fixed, the tests performed, and the results obtained. Qualitative information refers to the descriptive and subjective data that you gather from your observations, interactions, and feedback, such as the customer's satisfaction, the challenges faced, the solutions proposed, the recommendations made, and the lessons learned.

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Alec J. Sperduto, JD, RHIA, CHC

Attorney
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I think the body of this section doesn’t really answer the question proposed by the title. It simply defines qualitative and quantitative data. This question is incredibly difficult to answer without know the industry, the purpose for data collection and reporting, what KPIs are being considered, etc. Ultimately, I think the answer to this question will be answered by (a) any regulatory/compliance data collection required and (b) what the department and organization are using the data for. If the purpose of the study/report is to identify potential money pits, the report will look very different than a report trying to identify customer satisfaction. The simplest, albeit not the most helpful answer is “it depends.”

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3 How to report your service outcomes?

Reporting your service outcomes should follow a clear and consistent format and process. The format and process may vary depending on your employer's preferences and requirements, but generally, you should use a standardized template or tool that allows you to enter and organize your information easily and accurately. Some examples of templates or tools are service reports, service logs, service tickets, service forms, or service apps. You should also follow the guidelines and instructions provided by your employer, such as the frequency, deadline, and method of submission.

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Alec J. Sperduto, JD, RHIA, CHC

Attorney
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Ideally, this is great. Everyone loves standardized templates that can just be filled in monthly, but the data sought is very likely to change as the need for new insights arise. Any templates/standardized forms used should be customizable enough to add/edit information relatively quickly. Even the way data is reported may seem straightforward to those reporting it, but others may, for example, be able to conceptualize a percentage easier than the raw numbers. As with any type of reporting, knowing your audience and their “fluency” is critical.

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4 How to optimize your service outcomes reporting?

Reporting your service outcomes can be a time-consuming and tedious task, but you can optimize it by applying some best practices. Before you start your service, make sure you have all the necessary equipment, materials, and information to perform and report your service. During your service, try to record your information as soon as possible, rather than waiting until the end. After your service, review and verify your information for accuracy and completeness. Additionally, highlight and summarize the key points and outcomes of your service using bullet points, charts, graphs, or ratings. And finally, solicit and share feedback from your customer and employer to improve your service quality and customer satisfaction. By following these tips, you can report your service outcomes effectively and efficiently, demonstrating your professionalism and competence.

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Alec J. Sperduto, JD, RHIA, CHC

Attorney
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Simpler is often better in this regard. Personally, I love data and numbers, but many people who may review the report will get lost, or simply lose interest. If possible, simple visual depictions (e.g., pie charts, Pareto charts, etc.) usually work best. Though some details may get lost or “oversimplified,” those seemingly important details are lost entirely if the audience simply skips over that page because it’s too dense to keep anyone’s attention.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Alec J. Sperduto, JD, RHIA, CHC

Attorney
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It’s so easy to get lost in the weeds and forget to see the forest through the trees. I’ve fallen victim to that many times. Focusing on too granular of a level is likely to be useless to many people. Too much of a macro view is also likely to be unhelpful. Finding the balance that shows the important details, but not so much so that the reader can’t [very] easily see the big picture at a glance is so incredibly important. Always get your audiences feedback. Or ask a colleague what they think the message is. If they can’t tell you quickly and simply, it may need a few tweaks.

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How do you report your service outcomes to your employer?

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5

1 Why report your service outcomes?

2 What to report in your service outcomes?

3 How to report your service outcomes?

4 How to optimize your service outcomes reporting?

5 Here’s what else to consider

Field Service Engineering

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How do you report your service outcomes to your employer?

1

2

3

4

5

1 Why report your service outcomes?

2 What to report in your service outcomes?

3 How to report your service outcomes?

4 How to optimize your service outcomes reporting?

5 Here’s what else to consider

Field Service Engineering

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