Operational excellence is often defined as engaging employees, building customer loyalty, and maximizing productivity. Additionally, revenues being in line or regularly increasing. To enhance operational excellence, if any of the above are not being met, this means facing a problem head on. Often, leaders within field service organizations make big decisions based upon what they feel in their gut. You need to change your approach so that you are not constantly being reactive. Once you move past just reacting in the break-fix model, you can begin using analytics and a predictive model that will allow you to stay in greater control of your operations and allow you to exceed all of your expectations.