Utilization

In resource management, utilization describes the degree to which resources (usually personnel, but also machines or vehicles) are used over a certain period of time. In resource planning, utilization specifically means how much of a technician’s or team’s available working time is occupied by orders and how much capacity is still available. Optimal utilization is crucial for efficiency in field service. Too low utilization indicates unused capacity, while too high utilization can mean overload; employees work at their limits, which can lead to stress or loss of quality.

Modern FSM systems offer functions to make utilization transparent. In Innosoft’s graphical planning board, for example, all planned assignments are displayed as bars so that it is clear when resources are free or overbooked. Filters can be used to limit the utilization calculation to specific teams, regions, or time periods. Service managers use utilization overviews to check whether, for example, technicians are still available for new orders on a given day or whether overtime will be required.

In practice, the dispatcher ensures that technicians are evenly utilized. This means that they distribute the orders so that everyone is sensibly occupied, but also leave buffer times for unforeseen events. Overloads (e.g., when a technician is scheduled for significantly more than 100% of their working time) are often highlighted visually in the system (e.g., by red bars or warning messages). Capacity overviews or reports can be used to control utilization and capacity planning.

The goal is always to maximize productivity without compromising service quality, a core challenge in field service management.