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A large corporate group in northern Europe within the heavy industry and haulage sector implemented a mobile service order system for their 280 service technicians in Sweden. Savings due to shorter lead-time from ordered service to sent invoice was one of the main reasons for developing and implementing the system. The desired benefits were achieved when the time from order to invoice was cut from 3 weeks to 3 days. The service technicians, however, deemed the system a failure owing to increased administration on their part from 20 to 90 min per day and lack of support for the service technician's vital information needs. Post-implementation evaluation showed that the production loss caused by the technicians spending more than an hour less per day actually performing service could have been avoided if the system had been adapted to how the technician performed service order administration in the field (Andersson 2008).

DOI: 10.1007/978-1-84996-347-3_14

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