Developing competitive advantage through tracking tools in service business: the case of a global industrial service supplier

This research is about the utilisation of tracking tools in maintenance resource coordination to investigate the benefits of tracking in the coordination processes. Based on service industry, this study uses a pilot project, questionnaires and interviews as research methods. Various challenges were found in the field of mobile workforce management; coordination, safety at work, achieving optimisation goals of cost‐efficiency, quality and customer service. Many of these challenges can be facilitated with tracking. However, the possibilities of tracking utilisation vary in differing business areas of case company. Four dimensions in the existing business were identified. They are connected with the mobility and management style of service technicians. Further, the main tracking opportunities were introduced into each of these business fields. The successful usage and implementation of a tracking system necessitates strong support from management. Tracking tools offer numerous opportunities for maintenance resource coordination. Undoubtedly, the tracking implementation and utilisation require consideration of several managerial matters.