Kris Oldland - Apr 15, 2021

Optimising Costs Of Managing The Workforce

As we continue the analysis of our exclusive research study run in conjunction with specialist workforce management solution provider Goodt, we look at the current trends amongst service-centric organisations regarding optimising the costs of managing the workforce...

As we saw in the previous section of this report increasing revenue growth is a leading consideration for service companies when it comes to assessing the success of their respective workforce management programs.

However, while revenue generation is vital for solid business development, ultimately, the number one metric that determines business success will always remain profit.

As the old saying goes, revenue is vanity; profit is sanity.

Indeed, within the field service sector and in most industries, the most significant cost factor on a P&L is the cost of labour. Therefore, we wanted to dive deeper into this area within the study to understand the primary trends regarding optimizing costs when managing the workforce.

First, we put a simple question to our respondents to assess how significant an issue balancing the costs of labour is within most organizations.

Generally, issues around the optimization of costs within workforce management fall into two essential categories. We either see an issue with unnecessary paid for downtime, where workforce costs remain fixed, but workers are underutilized, or we see inflating costs with overtime being required to meet demand having an often dramatic impact on the cost of labour and, of course, the overall profit line of the company.

Screenshot 2021-04-09 at 18.35.56Therefore, finding a balance to this equation is certainly a primary objective for all service organizations.

However, the study findings would suggest that this is an objective that is easier said than done as three quarters (75%) of the study respondents indicated that in normal operating conditions, they saw a challenge with unnecessary downtime and overwork (figure 2).

For field service organizations, one potential approach to easing out these peaks and troughs and riding the waves of seasonal demand has been to embrace the blended workforce model - which is also widely used in many subsets of the hospitality sector, amongst others.

Indeed, this is an area we have discussed at great length on, and FSN Premium subscribers can access a feature-length documentary featuring Ericsson, Electrolux and Ideal Boilers that outlines how the blended workforce can be practically adapted to overcome precisely this issue. The documentary ‘The Blended Workforce and the New Normal’ is available at

However, while the use of third-party workforces to accommodate peaks in demand (and thus allows the employment of a core workforce in line with lesser requirements) is suitable for organizations who understand the variability

of their workforce’s demands, it may not be ideal for all organizations. An absolute must is some form of capacity planning that provides visibility into the challenges that lay ahead so we can adapt accordingly.

Again, the study would indicate that this is another area that few organizations can master successfully. This is particularly evident in the response to the question: Which of the two, overtime or downtime, is the biggest concern?

Interestingly, while slightly more respondents cited over time as the most significant concern (33% vs 28%), a more substantial proportion of respondents (39%) stated that they swing from one to the other. This would suggest that most service-focused companies within this response set have inadequate foresight into the variability of demand to adjust workforce levels accordingly.

This assertion is undoubtedly supported when we look at whether the response to the question, ‘Do you think there is further room for optimizing costs within the way you run your workforce management?’ Over three quarters (86%) of respondents stated that they felt they could do better in this area. Although as one respondent commented, ‘there is always further room for improvement.’

Screenshot 2021-04-09 at 10.13.34 If you are a Field Service News subscriber on either our free-forever FSN Standard subscription tier or our Premium Subscription tier you can access a 15 page report written by Field Service News, Editor-in-Chief, Kris Oldland that offers in-depth analysis of the research project now on the button below.

If you are not yet a subscriber to Field Service News but would like to subscribe and gain access to this report instantly, click the button to be visit a dedicated registration page for our complimentary sponsored subscription tier and that will give you instant access to this paper and a number of other assets currently available to subscribers on this tier.

Subscribe to Access

sos-goodtData usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to to be shared with the listed sponsor of this premium content, SoS on behalf of Goodt, who may contact you for legitimate business reasons to discuss the content of this report.  

Written by Kris Oldland

Kris Oldland has been working in Business to Business Publishing for almost a decade. As a journalist he has covered a diverse range of industries from Fire Juggling through to Terrorism Insurance. Prior to this he was a Quality Services Manager with a globally recognised hospitality brand. An intimate understanding of what is important when it comes to Service and a passion for emerging technology means that in Field Service he has found an industry that excites him everyday.