efficiency do it better, do it smarter presented by devon hubbard service division manager,...
TRANSCRIPT
EFFICIENCYDo It Better, Do It Smarter
Presented by
Devon HubbardService Division Manager, FitzGerald Contractors, LLC
Mike StarPresident, Lane Associates Inc.
BONUS PROGRAM WEBINAR SERIES MODULE 6October 22, 2014
Don NealCEO & Founder
Moderator
Tips for This Webinar
Be an active participant
• Ask questions anytime on the side chat bar
• Engage by answering the polling questions
Don’t feel obligated to take notes
• Slides and webinar will be available after the
presentation at www.msca.org
Share this experience with your colleagues • Schedule for the webinar series will be
displayed at the end
Devon HubbardService Division Manager, FitzGerald
Contractors, LLC
Mike StarPresident
Lane Associates Inc.
Polling Question #1
What is your PRIMARY role within your organization?
A. SalesB. OperationsC. FinanceD. Senior ManagementE. Other
Polling Question #2
What is the growth rate (by dollar volume) of your business over the past year?
A. 0-5%B. 6-10%C. 11-15%D. 16% or moreE. I don’t know.
Polling Question #3
What is your company’s total service revenue (in dollars) for the previous year?
A. $0-5 millionB. $6-10 millionC. $11-15 millionD. $16 million or moreE. I don’t know.
EFFICIENCY | STREAMLINING OPERATIONS,MAINTAINING QUALITY
OBJECTIVES
• REFERENCE
• OBSERVE
• IMPLEMENT
“Change is the price of
survival”
- W.
Churchill
“Flip your thinking”
- P.
Sheehan
“Flush the format” - Unknown
TOPICS
Technology
Fleet Management/GPS
Office/Overhead Management
More information…in less time
Demand for information, transparency
and speed
Technology: What’s the Challenge?
Potential Solutions: Field devices Software Other ideas?
Technology: So What Are the Options?
Integration with accounting software Workorders hours/material
Real-time information Invoicing time Refrigerant tracking
Technology: Field Devices Example
Pre-form Work Order
Home Office and/or CustomerField
Technician
Integration with accounting software Workorders hours/material Invoicing time
AR cycle reduced by 18 days - increased cash flow Refrigerant tracking
Technology: Field Devices Example
Integration with accounting software Workorders hours/material Invoicing time Refrigerant tracking
Automatic refrigerant log
Technology: Field Devices Example
Other uses Sales & operations support (photos, video)
Surveys, potential work, completed work IOM manuals/equipment Customer service Navigation MSDS Apps Other ideas?
Technology: Field Devices Example
Other uses Sales & operations support (photos,
video) IOM manuals/equipment
Information available on demand Customer service Navigation MSDS Apps Other ideas?
Technology: Field Devices Example
Other uses Sales & operations support (photos, video) IOM manuals/equipment Customer service
Interaction with customer Navigation MSDS Apps Other ideas?
Technology: Field Devices Example
Other uses Sales & operations support (photos, video) IOM manuals/equipment Customer service Navigation
Interaction with customer MSDS Apps Other ideas?
Technology: Field Devices Example
Other uses Sales & operations support (photos, video) IOM manuals/equipment Customer service Navigation MSDS
Single database Apps Other ideas?
Technology: Field Devices Example
Other uses Sales & operations support (photos,
video) IOM manuals/equipment Customer service Navigation MSDS Apps
HVAC resources, cloud storage Other ideas?
Technology: Field Devices Example
Other uses Sales & operations support (photos,
video) IOM manuals/equipment Customer service Navigation MSDS Apps Other ideas?
Technology: Field Devices Example
Software: Forecasting
• Excel, acct/dispatch software Marketing
• CRMs, automation Customer portals
• Status of calls, work orders, invoices
Technology: An Example
What technology could work for you? What is it worth to implement? How do you roll it out? Use what you have!
Technology: Now What?
Polling Question #4
Do you currently use GPS?
A. YesB. NoC. I don’t know.
So what about Fleet Management? How do we maintain? What is most economical? When to say when? Fleet budget? Warehouse operations?
Fleet Management/GPS
So what about GPS? Do you know where your techs are
located?• Efficient service call routing• Protection of company• Increased productivity from less idol
time• Distracted driving benefits
Fleet Management/GPS
So what about GPS? Who monitors?
• Dispatching?• Supervisors?• Management?
Fleet Management/GPS
Now What? Determine what is right for your business
model and manage fleet accordingly. Determine if GPS is right for management
and operations, NOT technician morale… … And Implement.
Fleet Management/GPS
Go back to the basics: Communication
• Policy/procedure• Define roles and
responsibilities…as simple as job descriptions
• How to have a meeting• Department meetings• Sales meetings• Performance reviews
(two-way street)?
Office / Overhead Management / QC
Go back to the basics: Communication
• Policy/procedure• Define roles and
responsibilities…as simple as job descriptions
• How to have a meeting• Department meetings• Sales meetings• Performance reviews
(two-way street)?
Office / Overhead Management / QC
Go back to the basics: Communication
• Policy/procedure• Define roles and
responsibilities…simple as job descriptions
• How to have a meeting• Department meetings• Sales meetings• Performance reviews
(two-way street)?
Office / Overhead Management / QC
Go back to the basics: Communication
• Policy/procedure• Define roles and
responsibilities… simple as job descriptions
• How to have a meeting• Department meetings• Sales meetings• Performance reviews
(two-way street)?
Office / Overhead Management / QC
Go back to the basics: Communication
• Policy/procedure• Define roles and
responsibilities… simple as job descriptions
• How to have a meeting• Department meetings• Sales meetings• Performance reviews
(two-way street)?
Office / Overhead Management / QC
Go back to the basics: Communication
• Policy/procedure• Define roles and
responsibilities… simple as job descriptions
• How to have a meeting• Department meetings• Sales meetings• Performance reviews
(two-way street)?
Office / Overhead Management / QC
Go back to the basics: Communication
• Policy/procedure• Define roles and
responsibilities… simple as job descriptions
• How to have a meeting• Department meetings• Sales meetings• Performance reviews
(two-way street)?
Office / Overhead Management / QC
Go back to the basics: Paper work flow
• What does YOURS look like?
• Get EVERYONE involved when creating… get buy-in
• Use of technology and reduction of waste
Office / Overhead Management / QC
Go back to the basics: Paper work flow
• What does YOURS look like?
• Get EVERYONE involved when creating… get buy-in
• Use of technology and reduction of waste
Office / Overhead Management / QC
Go back to the basics: Paper work flow
• What does YOURS look like?
• Get EVERYONE involved when creating… get buy-in
• Use of technology and reduction of waste
Office / Overhead Management / QC
Go back to the basics: Paper work flow
• What does YOURS look like?
• Get EVERYONE involved when creating… get buy-in
• Use of technology and reduction of waste
Office / Overhead Management / QC
Go back to the basics: Quality control
• How do you manage this? Supervisor/tech/etc.?
• How do you know? Customer survey Call backs and tracking
Office / Overhead Management / QC
Go back to the basics: Quality control
• How do you manage this? Supervisor, tech, etc.?
• How do you know? Customer survey Call backs and tracking
Office / Overhead Management / QC
Go back to the basics: Quality control
• How do you manage this? Supervisor/tech/etc.?
• How do you know? Customer survey Call backs and tracking
Office / Overhead Management / QC
Go back to the basics: Other ideas?
• Tech productivity and tracking?• Tech leadership program
Team competition for productivity (quarterly)?
Office / Overhead Management / QC
Go back to the basics: Other ideas?
• Tech productivity and tracking?• Tech leadership program
Team competition for productivity (quarterly)?
Office / Overhead Management / QC
Go back to the basics: Other ideas?
• Tech productivity and tracking?• Tech leadership program
Team competition for productivity (quarterly)?
Office / Overhead Management / QC
So what about overhead/staffing/sales? How do you budget and track your
budget? Example (simple/complex)
What is acceptable overheadand how to manage?
How do you determine your staffing needs?
What are the sales quotes and goals? • Who determines these goals?• What criteria do you base
these goals?
Office / Overhead Management / QC
So what about overhead/staffing/sales? How do you budget and track your
budget? Example (simple/complex)
What is acceptable overheadand how to manage?
How do you determine your staffing needs?
What are the sales quotes and goals? • Who determines these goals?• What criteria do you base
these goals?
Office / Overhead Management / QC
So what about overhead/staffing/sales? How do you budget and track your
budget? Example (simple/complex)
What is acceptable overheadand how to manage?
How do you determine your staffing needs?
What are the sales quotes and goals? • Who determines these goals?• What criteria do you base
these goals?
Office / Overhead Management / QC
So what about overhead/staffing/sales? How do you budget and track your
budget? Example (simple/complex)
What is acceptable overheadand how to manage?
How do you determine your staffing needs?
What are the sales quotes and goals? • Who determines these goals?• What criteria do you base
these goals?
Office / Overhead Management / QC
So what about rules of thumb data? What categories are important? How do we compare? What to do with number?
Office / Overhead Management
So what about rules of thumb data? What categories are important? How do we compare? What to do with number?
Office / Overhead Management
So what about rules of thumb data? What categories are important? How do we compare? What to do with number?
Office / Overhead Management
Now what?• Get back to the basics with your
personnel.• Review your overhead/staffing/sales
needs and determine where you need to go.
• Use these rules of thumb tostay on course.
Office / Overhead Management / QC
Identify the improvement need Create a measure/scorecard for that need Design the improvement Plan the roll-out Monitor the scorecard Fine-tune
Efficiency: The Method
“If you always do what you always
did, you will always get what you always got.”
-Albert Einstein
Key Takeaways
Use existing or low-cost technology resources to answer customer demand for faster, more detailed information.
Make the best financial decision for your business regarding whether to maintain or replace vehicles in-house or via a third party.
Get back to the basics of communication when streamlining office and overhead management.
It’s Your Turn…
Q1: Was this webinar informative and useful?A. Yes, I found this informative and useful.B. Yes, but it wasn’t as informative and useful as I expected.C. No, this was not informative or useful.
Q2: Did the speaker present the material in a clear and concise manner?D. YesE. No
Q3: Will you download this webinar, and share it with others in your company?F. YesG. No
Reminder
The PowerPoint and handouts will be available on the homepage of the MSCA website immediately after the webinar at www.msca.org.
The archived webinar will be accessible from the MSCA website within 24-48 hours.
Join us for the final webinar on December 3To register, go to https://msca.webex.com
December 3: New Business OpportunitiesPresented by Jaimi Lomas and Adam
Wallenstein
For Additional Information or Questions, Contact:
Barbara DolimExecutive DirectorMechanical Service Contractors of America(301) 990-2210 (direct)[email protected]
Devon HubbardService Division ManagerFitzGerald Contractors, LLC(318) [email protected]
Mike StarPresidentLane Associates Inc.(516) [email protected]