[Bill Pollock’s response to the fourth of seven questions posed by Brian Albright, contributing editor, Field Technologies magazine. An edited version of Bill’s responses will appear as part of a Technology Update Article in the August, 2016 issue of the magazine. This excerpt, in particular, addresses the challenges that services organizations are likely to face when hiring “new” millennials to replace retiring service technicians.]
BA (edited): What knowledge transfer challenges are services organizations likely to face when hiring millennials to replace retiring technicians?
BP: Knowledge transfer between the retiring generation and the new generation of field technicians is likely to be somewhat problematic in that the older generation is more likely to be categorized as “analog” with respect to their accumulated knowledge, experiential interactions (i.e., both with products and people), work-related notes, diaries, etc., while the newer generation is more likely to be defined as “digital”.
The retiring technicians may each have years of experiential knowledge that it would take years (or, at least, months) for their replacements to match in terms of breadth, depth and content. They may also have scores of notes taken on yellow pads, post-it notes and scraps of paper, as well as numerous documents constructed and printed out in a Word or Notes file. However, the millennials are more likely to use electronic means for capturing notes through a variety of iPad, iPhone and/or Android devices.
In the former cases, the transfer of information may be difficult due to the analog nature of the recording means used. However, in the latter cases, it may simply be a matter of transferring digital files from one technician’s devices to another’s.
The outgoing technicians may also have more of a propensity for collecting – and using – personal notes on each of their customer accounts than the incoming crew. Historically, most field technicians have had a full appreciation of how to “manage” their customers – even before the advent of Customer Relationship Management (CRM). To many, it made good sense to work just as hard to “fix the customer” while they were “fixing their equipment”. However, this may not be as prevalent among the new crew of incoming field technicians. It’s not that kind of world anymore!
[Watch for more of Bill’s responses to the Field Technologies questions over the next few weeks. The publication date for the Technology Update Article is August, 2016. A direct link to the article will be provided at that time.]