automate your army
Post on 15-Apr-2017
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Automate your army.How to create an efficient workforce without becoming a micro-manager.
Imagine if you could do more with the same amount of staff.
Without working longer hours.
And without micro-managing.
Imagine if each staff member worked in a predictable way that you and your customers could rely on.
It’s possible.
It’s possible. But first there are some problems you need to address.
Chapter One.Defining efficiency.
Automation just means being more efficient,
Automation just means being more efficient, right?
Attempts to improve business efficiency can often lead to a poor customer experience.
Attempts to improve business efficiency can often lead to a poor customer experience.
An efficient team will get you there faster.
An efficient team will get you there faster.
But isn’t this what the customer asked for?
For example…
In 1998 the Victorian government replaced tram conductors with ticket machines.
Source: UXMag
Source: UXMag
The machines were efficient but were they what the customer wanted?
Source: UXMag
• Conductors made patrons feel safer• Conductors were a fare evasion deterrent• Conductors helped passengers alight• Conductors were unofficial tour guides
Source: UXMag
Conductors made patrons feel safer• Conductors were a fare evasion deterrent• Conductors helped passengers alight• Conductors were unofficial tour guides
Source: UXMag
Conductors made patrons feel safer Conductors were a fare evasion deterrent• Conductors helped passengers alight• Conductors were unofficial tour guides
Source: UXMag
Conductors made patrons feel safer Conductors were a fare evasion deterrent Conductors helped passengers alight• Conductors were unofficial tour guides
Source: UXMag
Conductors made patrons feel safer Conductors were a fare evasion deterrent Conductors helped passengers alight Conductors were unofficial tour guides
Automation should be about creating the most efficient way to deliver the service your customers want.
Automation should be about creating the most efficient way to deliver the service your customers want.
So…. How do you find the
So…. How do you find the
So…. How do you find the
So…. How do you find the balance?
#1 Rethink how you measure efficiency By measuring effectiveness alongside efficiency you will obtain a deeper view of the quality of your service.
So instead of focusing on efficiency measures like:
So instead of focusing on efficiency measures like:
Response time
So instead of focusing on efficiency measures like:
Response time Time to finish a task
So instead of focusing on efficiency measures like:
Response time Time to finish a task Work in the queue
Focus on effectiveness measures.
Focus on effectiveness measures.
Customer satisfaction
Focus on effectiveness measures.
Number of customers
Customer satisfaction
Focus on effectiveness measures.
Number of customers
Customer satisfaction
Number of errors
Focus on effectiveness measures.
Number of customers
Number of complaints vs jobs completed
Customer satisfaction
Number of errors
Focus on effectiveness measures.
Number of customers
Number of complaints vs jobs completed
Customer satisfaction
Number of errors
Staff turnover
#2 Lock it in with your customers Service Level Agreements built around quality, efficiency and effectiveness measures hold you accountable and reasonably manage customers expectations.
Make them short.
Make them short.Make them meaningful.
Make them short.Make them meaningful.
Make them measureable.
What about your staff?What does efficiency look like to them?
62% of employees wastebetween 30 minutes and 1 hour of work time daily.
Source: Salary.com
#3 Lock it in with your staff Once you know what efficiency looks like, work with your staff – one on one if possible – to set some real KPIs.
Remember these guys?
Number of customers
Efficiency Measures
Response time Time to finish a task Work in the queue
Number of complaints vs jobs completed
Customer satisfaction
Number of errors
Staff turnover
Effectiveness Measures
They’re the things you need to measure for each and every staff
member.
And just like SLAs…
Make them short.
Make them short.Make them meaningful.
Make them short.Make them meaningful.
Make them measureable.
And once they’re set in stone…
Benchmark
Review
Repeat
Benchmark
Review
Repeat
Benchmark
Review
Repeat
So let’s review the first step – Defining efficiency.
Define what an efficient workforce looks like
Establish metrics for measuring efficiency
Create SLAs with customers
Create KPIs with staff
Automation Checklist #1
Define what an effective service looks like
Establish metrics for measuring success
Create SLAs with customers
Create KPIs with staff
Automation Checklist #1
Define what an effective service looks like
Establish metrics for measuring success
Create SLAs with customers
Create KPIs with staff
Automation Checklist #1
Define what an effective service looks like
Establish metrics for measuring success
Create SLAs with customers
Create KPIs with staff
Automation Checklist #1
Define what an effective service looks like
Establish metrics for measuring success
Create SLAs with customers
Create KPIs with staff
Automation Checklist #1
Chapter Two.Automation.
Managing what your staff do creates bottlenecks in itself.
Your employees don’t think they have the time to be more efficient and
more effective.
Your employees don’t think they have the time to be more efficient and
more effective.
You don’t think you have the time either.
There’s too much paperwork, log books, inventory ordering, logistics, calling around, driving around, waiting around.
There’s too much paperwork, log books, inventory ordering, logistics, calling around, driving around, waiting around.
There’s too much paperwork, log books, inventory ordering, logistics, calling around, driving around, waiting around.
There’s too much paperwork, log books, inventory ordering, logistics, calling around, driving around, waiting around.
There’s too much paperwork, log books, inventory ordering, logistics, calling around, driving around, waiting around.
There’s too much paperwork, log books, inventory ordering, logistics, calling around, driving around, waiting around.
There’s too much paperwork, log books, inventory ordering, logistics, calling around, driving around, waiting around.
There’s too much paperwork, log books, inventory ordering, logistics, calling around, driving around, waiting around.
Your time is already stretched…
t h i n
So how do you create a more efficient workforce and maintain a consistent quality without turning into a micro-manager?
So how do you create a more efficient workforce and maintain a consistent quality without turning into a micro-manager?
So how do you create a more efficient workforce and maintain a consistent quality without turning into a micro-manager?
So how do you create a more efficient workforce and maintain a consistent quality without turning into a micro-manager?
So how do you create a more efficient workforce and maintain a consistent quality without turning into a micro-manager?
Solution: Stop micro-managing and let technology take the load.
Start by identifying where your inefficiencies are.
We’re not talking BIG PICTURE like…
“Jobs are taking too long.”
We’re talking specifics like…
“There’s a fifteen minute lag between jobs because the driver has to call in for another job, we’ve got to call around and see who’s available, then we have to send an address and any special requirements for the job.”
Then, once you know what’s not working… Automate.
Then, once you know what’s not working… Automate.
YES!
When your most time-consuming admin tasks are automated or easier to do, you and your staff are free to focus on the jobs you’ve been hired to do… efficiently and effectively.
Here’s how…
#1 Move to the cloud
#1 Move to the cloud With smart phones and the cloud, most essential business tools can be accessed remotely – dispatch details, customer orders, email, time sheets and more.
#2 Install GPS tracking for your fleet
#2 Install GPS tracking for your fleet GPS tracking is one of the most powerful tools for any business with a mobile workforce.
With GPS you can automate:
• Job dispatch• Inventory ordering• Time sheet recording• Logbook recording• Invoicing• Time on Job reporting• Vehicle maintenance history
With GPS you can automate:
Job dispatch• Inventory ordering• Time sheet recording• Logbook recording• Invoicing• Time on Job reporting• Vehicle maintenance history
With GPS you can automate:
Job dispatch Inventory ordering• Time sheet recording• Logbook recording• Invoicing• Time on Job reporting• Vehicle maintenance history
With GPS you can automate:
Job dispatch Inventory ordering Time sheet recording• Logbook recording• Invoicing• Time on Job reporting• Vehicle maintenance history
With GPS you can automate:
Job dispatch Inventory ordering Time sheet recording Logbook recording• Invoicing• Time on Job reporting• Vehicle maintenance history
With GPS you can automate:
Job dispatch Inventory ordering Time sheet recording Logbook recording Invoicing• Time on Job reporting• Vehicle maintenance history
With GPS you can automate:
Job dispatch Inventory ordering Time sheet recording Logbook recording Invoicing Time on Job reporting• Vehicle maintenance history
With GPS you can automate:
Job dispatch Inventory ordering Time sheet recording Logbook recording Invoicing Time on Job reporting Vehicle maintenance history
#3 Explore Bluetooth Beacons
#3 Explore Bluetooth Beacons Fast moving into the operations management space is Bluetooth Beacons. The beacons work by emitting data at regular intervals to a receiver, essentially saying “Hello! I’m here!”. They are discreet, cheap and aren’t reliant on the internet.
#3 Explore Bluetooth Beacons Fast moving into the operations management space is Bluetooth Beacons. The beacons work by emitting data at regular intervals to a receiver, essentially saying “Hello! I’m here!”. They are discreet, cheap and aren’t reliant on the internet.
#3 Explore Bluetooth Beacons Fast moving into the operations management space is Bluetooth Beacons. The beacons work by emitting data at regular intervals to a receiver, essentially saying “Hello! I’m here!”. They are discreet, cheap and aren’t reliant on the internet.
#3 Explore Bluetooth Beacons Fast moving into the operations management space is Bluetooth Beacons. The beacons work by emitting data at regular intervals to a receiver, essentially saying “Hello! I’m here!”. They are discreet, cheap and aren’t reliant on the internet.
If there is a replicable task your staff do, involving moving, cleaning, shifting inventory…
… a beacon is an excellent tool for tracking exactly when and if the task
was completed.
So let’s review the second step – Automation.
Find your efficiency pain points
Automate what you can
Introduce cloud based systems
Introduce GPS systems
Introduce Bluetooth Beacons
Automation Checklist #2
Find your efficiency pain points
Automate what you can
Introduce cloud based systems
Introduce GPS systems
Introduce Bluetooth Beacons
Automation Checklist #2
Find your efficiency pain points
Automate what you can
Introduce cloud based systems
Introduce GPS systems
Introduce Bluetooth Beacons
Automation Checklist #2
Find your efficiency pain points
Automate what you can
Introduce cloud based systems
Introduce GPS systems
Introduce Bluetooth Beacons
Automation Checklist #2
Find your efficiency pain points
Automate what you can
Introduce cloud based systems
Introduce GPS systems
Introduce Bluetooth Beacons
Automation Checklist #2
Find your efficiency pain points
Automate what you can
Introduce cloud based systems
Introduce GPS systems
Introduce Bluetooth Beacons
Automation Checklist #2
Chapter Three.Automating the unpredictable.
It’s 3pm. Do you know where your staff are?
A new job has come in and you need to know who’s available to
work on it.
Have your workers knocked off for the day?
What is really going on, on site?
Even with KPIs and SLAs in place, you need a way to monitor and
measure the work your staff is doing.
GPS live tracking gives managers unprecedented access to workers daily
activities.
If your staff head to the beach
If your staff head to the beach – you’ll know straight away.
When a vehicle breaks down
When a vehicle breaks down – you’ll know straight away.
When a job is complete
When a job is complete – you’ll know straight away.
Chapter Four.Review.
Think back to your benchmarks and what ‘success’ looks like for you.
No.
No.Not yet.
The KPIs and SLAs.
The KPIs and SLAs.
For a good review process, you need to…
#1 Create a formalised KPI and SLA review
system.
#2Create KPI checklists for staff they can
use on their phones.
#3Track customer satisfaction with fortnightly, monthly or quarterly
meetings to ‘check in’.
#4Create an annual customer survey with
programs such as Survey Monkey.
So let’s review the last step – Review.
Implement Benchmark Reviews
Create Checklists for staff
Review staff performance every 6 months
Book in weekly customer calls
Book in quarterly customer meetings
Create an annual customer survey
Automation Checklist #3
Implement Benchmark Reviews
Create Checklists for staff
Review staff performance every 6 months
Book in weekly customer calls
Book in quarterly customer meetings
Create an annual customer survey
Automation Checklist #3
Implement Benchmark Reviews
Create Checklists for staff
Review staff performance every 6 months
Book in weekly customer calls
Book in quarterly customer meetings
Create an annual customer survey
Automation Checklist #3
Implement Benchmark Reviews
Create Checklists for staff
Review staff performance every 6 months
Book in weekly customer calls
Book in quarterly customer meetings
Create an annual customer survey
Automation Checklist #3
Implement Benchmark Reviews
Create Checklists for staff
Review staff performance every 6 months
Book in weekly customer calls
Book in quarterly customer meetings
Create an annual customer survey
Automation Checklist #3
Implement Benchmark Reviews
Create Checklists for staff
Review staff performance every 6 months
Book in weekly customer calls
Book in quarterly customer meetings
Create an annual customer survey
Automation Checklist #3
Implement Benchmark Reviews
Create Checklists for staff
Review staff performance every 6 months
Book in weekly customer calls
Book in quarterly customer meetings
Create an annual customer survey
Automation Checklist #3
And that’s how you
And that’s how you Automate your Army.
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