Service quality is decided away from the office Field-service companies promise work that happens at a customer location, often under time pressure and with incomplete information. Their profitability depends on the relationship between scheduling, technician skills, parts availability and evidence of completion. For businesses across BRICS markets, the opportunity is to make that relationship dependable. Adding more technicians without improving coordination can simply multiply delays, repeat visits and disputed invoices. The modern service model should connect the initial request to diagnosis, attendance, repair and customer acceptance. Each stage needs an accountable owner. Technology can reduce administrative friction, but the physical task still requires capable people, suitable equipment and safe working conditions. Define the service territory before the sales promise A…