{"id":6871,"date":"2024-11-03T12:00:55","date_gmt":"2024-11-03T17:00:55","guid":{"rendered":"https:\/\/diabsolut.com\/?p=6871"},"modified":"2025-12-15T04:49:12","modified_gmt":"2025-12-15T09:49:12","slug":"gestion-des-sous-traitants","status":"publish","type":"post","link":"https:\/\/diabsolut.com\/fr\/gestion-des-sous-traitants\/","title":{"rendered":"Gestion des sous-traitants\u00a0: cr\u00e9er et g\u00e9rer une main-d&rsquo;\u0153uvre efficace pour les services sur le terrain"},"content":{"rendered":"<section class=\"l-section wpb_row height_small\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h1>Gestion des sous-traitants\u00a0: cr\u00e9er et g\u00e9rer une main-d&rsquo;\u0153uvre efficace pour les services sur le terrain<\/h1>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-20703 alignright\" src=\"https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-300x200.jpg\" alt=\"\" width=\"453\" height=\"302\" srcset=\"https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-300x200.jpg 300w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-1024x684.jpg 1024w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-768x513.jpg 768w, 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https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-262x175.jpg 262w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-60x40.jpg 60w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-90x60.jpg 90w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-150x100.jpg 150w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-130x87.jpg 130w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-75x50.jpg 75w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-1400x935.jpg 1400w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-1200x801.jpg 1200w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-110x73.jpg 110w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-50x33.jpg 50w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-40x27.jpg 40w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-350x234.jpg 350w, https:\/\/diabsolut.com\/wp-content\/uploads\/2019\/02\/Firefly-Contractor-Management-Building-and-Managing-an-Effective-Field-Service-Workforce-3969-e1715733654889-185x124.jpg 185w\" sizes=\"auto, (max-width: 453px) 100vw, 453px\" \/>Dans ce blog, nous partageons davantage de nos conseils d\u2019experts pour tirer le meilleur parti de votre solution FSM existante. Nous nous tournons vers un besoin commun en mati\u00e8re de service sur le terrain : comment g\u00e9rer plus efficacement les sous-traitants tiers.<\/p>\n<p>Traditionnellement, les organisations de service sur le terrain faisaient appel \u00e0 des employ\u00e9s internes pour r\u00e9pondre aux demandes de service. Cependant, les d\u00e9fis li\u00e9s \u00e0 la main-d\u2019\u0153uvre, tels que la satisfaction d\u2019une demande variable, le vieillissement de la main-d\u2019\u0153uvre, la p\u00e9nurie de travailleurs qualifi\u00e9s et la hausse des co\u00fbts de main-d\u2019\u0153uvre, ont entra\u00een\u00e9 une augmentation spectaculaire du recours aux travailleurs occasionnels au cours de la derni\u00e8re d\u00e9cennie. Selon Gartner, d&rsquo;ici 2020, 40 % de toutes les t\u00e2ches de Field Service seront effectu\u00e9es par des sous-traitants. Il existe aujourd\u2019hui toute une gamme de mod\u00e8les de main-d\u2019\u0153uvre mixte qui composent la prestation de services et qui permettent aux entreprises de r\u00e9agir \u00e0 des environnements en \u00e9volution rapide et de se concentrer sur de nouveaux imp\u00e9ratifs commerciaux.<\/p>\n<p>Cependant, il existe certains facteurs de risque associ\u00e9s \u00e0 cette dynamique changeante de la main-d\u2019\u0153uvre, notamment\u00a0:<\/p>\n<ul>\n<li>Diminution de la r\u00e9putation de la marque en raison d&rsquo;une incoh\u00e9rence potentielle des processus et des services lorsqu&rsquo;un entrepreneur effectue le travail<\/li>\n<li>Manque de visibilit\u00e9 sur la disponibilit\u00e9 et la capacit\u00e9 des entrepreneurs<\/li>\n<li>Manque de main d&rsquo;\u0153uvre qualifi\u00e9e<\/li>\n<li>Perte de connaissances tribales pr\u00e9cieuses \u00e0 mesure que les travailleurs chevronn\u00e9s partent \u00e0 la retraite<\/li>\n<\/ul>\n<h4><strong>Les d\u00e9fis du recours \u00e0 des sous-traitants sur le terrain<\/strong><\/h4>\n<p>Les entrepreneurs ind\u00e9pendants ne se concentrent peut-\u00eatre pas principalement sur l\u2019exp\u00e9rience client et la qualit\u00e9 du service, mais plut\u00f4t sur le nombre de travaux termin\u00e9s, car c\u2019est g\u00e9n\u00e9ralement ainsi qu\u2019ils sont r\u00e9mun\u00e9r\u00e9s. Il se peut \u00e9galement que les tiers n\u2019aient pas eu la possibilit\u00e9 de fournir des informations sur la phase initiale de planification et d\u2019exigences de la mise en \u0153uvre du FSM. Ils peuvent ne pas \u00eatre ouverts ou dispos\u00e9s \u00e0 apporter des changements \u00e0 leur fa\u00e7on de fonctionner ou peuvent avoir le sentiment d\u2019\u00eatre oblig\u00e9s d\u2019utiliser un syst\u00e8me et n\u2019en voient pas les avantages. Une nouvelle solution FSM peut \u00e9galement n\u00e9cessiter des changements op\u00e9rationnels dans la fa\u00e7on dont ils g\u00e8rent leur entreprise et de nombreux sous-traitants pourraient tout simplement ne pas \u00eatre assez grands pour supporter des co\u00fbts suppl\u00e9mentaires.<\/p>\n<p>Tous ces facteurs peuvent finalement conduire \u00e0 une d\u00e9connexion qui g\u00e9n\u00e8re souvent des d\u00e9faillances du service client et une mauvaise prestation de service lorsque le travail est effectu\u00e9 par des tiers. Cette mauvaise prestation de services a un impact n\u00e9gatif sur l\u2019exp\u00e9rience client, la r\u00e9putation de la marque et, en fin de compte, sur les r\u00e9sultats financiers.<\/p>\n<h4><strong>Comment une solution FSM peut-elle contribuer \u00e0 att\u00e9nuer ces risques\u00a0?<\/strong><\/h4>\n<p>Une plateforme unique pour assurer la coh\u00e9rence<\/p>\n<p>La bonne solution de gestion des services sur site permet aux prestataires de services et \u00e0 leurs sous-traitants d&rsquo;avoir une plus grande visibilit\u00e9 et un meilleur contr\u00f4le sur le service re\u00e7u par le client final. Cette fonctionnalit\u00e9 pr\u00e9sente le fournisseur de services d&rsquo;entreprise comme l&rsquo;interface unique du service au client (des rendez-vous aux mises \u00e0 jour de statut, en passant par l&rsquo;ach\u00e8vement) pour la coh\u00e9rence de la marque et du service tout en tirant parti de l&rsquo;\u00e9lasticit\u00e9 de la capacit\u00e9 de service fournie par ses sous-traitants. Avec un faible co\u00fbt d\u2019entr\u00e9e \u00e0 une solution de gestion des services sur le terrain pour le sous-traitant, les entreprises peuvent utiliser une plate-forme unique pour attribuer de mani\u00e8re transparente le travail aux ressources internes et aux sous-traitants. Cette solution permet aux prestataires de services de contr\u00f4ler les t\u00e2ches assign\u00e9es \u00e0 chaque entrepreneur individuel en fonction de crit\u00e8res tels que le co\u00fbt, les comp\u00e9tences, la satisfaction du client ou la performance du niveau de service.<\/p>\n<h4><strong>Meilleures pratiques pour g\u00e9rer efficacement les entrepreneurs<\/strong><\/h4>\n<ul>\n<li>Comprenez clairement le type de travail qui est externalis\u00e9 et les besoins de votre entreprise (c&rsquo;est-\u00e0-dire qu&rsquo;un tiers effectuant des t\u00e2ches de rendez-vous avec les clients n\u00e9cessite des flux de travail diff\u00e9rents par rapport \u00e0 un tiers qui effectue de grandes tranches de travail qui ont une plage d&rsquo;ex\u00e9cution et qui ne sont pas directement en contact avec le client)<\/li>\n<li>\u00c9tant donn\u00e9 que les sous-traitants tiers sont les ambassadeurs de la marque de votre organisation, cr\u00e9ez des flux de travail guid\u00e9s plus stricts pour les sous-traitants tiers afin de garantir le respect des r\u00e8gles et r\u00e9glementations.<\/li>\n<li>D\u00e9crivez les avantages pour l&rsquo;entrepreneur afin que toutes les parties puissent exploiter la solution \u00e0 son plein potentiel.<\/li>\n<li>Mettez en place des p\u00e9nalit\u00e9s et des r\u00e9compenses pour les sous-traitants, comme l&rsquo;absence de paiement pour les retouches ou des primes pour l&rsquo;obtention d&rsquo;un taux de satisfaction client \u00e9lev\u00e9.<\/li>\n<li>Soyez ouvert \u00e0 la r\u00e9vision et \u00e0 la modification de vos processus commerciaux pour soutenir des tiers.<\/li>\n<li>Soyez ouvert \u00e0 l&rsquo;examen des options du syst\u00e8me avec votre tiers (c&rsquo;est-\u00e0-dire BYOD, ancien smartphone, solution FSM Lite, etc.).<\/li>\n<li>D\u00e9velopper des KPI pour mesurer les tiers (bonus\/p\u00e9nalit\u00e9s).<\/li>\n<li>Envisagez de mener davantage d&rsquo;assurance qualit\u00e9 sur le terrain afin d&rsquo;am\u00e9liorer la qualit\u00e9 et la coh\u00e9rence du service.<\/li>\n<li>Fixez des attentes claires en mati\u00e8re de qualit\u00e9 et communiquez-les r\u00e9guli\u00e8rement.<\/li>\n<li>G\u00e9n\u00e9rez des enqu\u00eates sur les moments de v\u00e9rit\u00e9 apr\u00e8s le service pour capturer comment le client a ressenti l&rsquo;engagement et r\u00e9agir aux bonnes et aux mauvaises exp\u00e9riences en temps quasi r\u00e9el.<\/li>\n<\/ul>\n<p>Vous souhaitez obtenir davantage de conseils d\u2019experts sur la fa\u00e7on de tirer le meilleur parti de votre solution FSM\u00a0? T\u00e9l\u00e9chargez notre <a href=\"https:\/\/www2.diabsolut.com\/l\/71372\/2020-04-14\/87z72x\" target=\"_blank\" rel=\"noopener\">ebook<\/a> pour d\u00e9couvrir des recommandations plus pratiques et les meilleures pratiques de nos experts FSM.<\/p>\n<h5>Prochaines \u00e9tapes<\/h5>\n<p>Si vous avez des questions sur les solutions, n\u2019h\u00e9sitez pas \u00e0<span>\u00a0<\/span><a href=\"https:\/\/diabsolut.com\/?page_id=30454&amp;lang=fr\" target=\"_blank\" rel=\"noopener\">nous contacter<\/a>. Notre \u00e9quipe se fera un plaisir de vous expliquer comment les diff\u00e9rentes solutions peuvent r\u00e9pondre aux cas d\u2019utilisation, aux points probl\u00e9matiques, aux objectifs ou \u00e0 toute autre question, afin de vous aider \u00e0 trouver la solution la plus adapt\u00e9e \u00e0 votre entreprise. Nous proposons \u00e9galement des d\u00e9monstrations personnalis\u00e9es des solutions<span>\u00a0<\/span><a href=\"https:\/\/www.salesforce.com\/ca\/\" target=\"_blank\" rel=\"noopener\">Salesforce<\/a><span>\u00a0<\/span>et<span>\u00a0<\/span><a href=\"https:\/\/certinia.com\/\" target=\"_blank\" rel=\"noopener\">Certinia<\/a>.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"Gestion des sous-traitants\u00a0: cr\u00e9er et g\u00e9rer une main-d&rsquo;\u0153uvre efficace pour les services sur le terrain Dans ce blog, nous partageons davantage de nos conseils d\u2019experts pour tirer le meilleur parti de votre solution FSM existante. Nous nous tournons vers un besoin commun en mati\u00e8re de service sur le terrain : comment g\u00e9rer plus efficacement les...","protected":false},"author":54,"featured_media":20703,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[2054],"tags":[2642,2641],"class_list":["post-6871","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-services-mobiles","tag-field-service-management-fr","tag-fsm-solution-fr"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>g\u00e9rer une main-d&#039;\u0153uvre-efficace-pour-les services-sur-le-terrain<\/title>\n<meta name=\"description\" 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