Operational excellence is the goal of every organization; however, the efforts required to achieve this goal are unique in the field service industry. When it comes to managing field operations, mobile workforce management technology is critical as is performance management . Performance management tools and strategies engage field teams in the the process and provide benchmarks for success. Through intelligent field service management technology, business leaders improve operational excellence and enable field teams to delivery faster, smarter service, improving the customer experience. Indeed, the customer's experience or satisfaction affirms the operational excellence of a particular organization.