service tech continuous improvement overview
DESCRIPTION
This is a presentation developed to introduce a continuous improvement cycle to technical operations management and supervisors. It includes an introduction to the PDCA cycle, gives an example of a CTQ tree for service techniciansTRANSCRIPT
How do we get results?
First, we ask some questions
• What is different from the way it should be?
• How do you know?
• What are the steps to address it?
• How will you check to see if it is getting better?
Is there a method to help us answer these
questions?
Yes. It is known as the “Continuous
Improvement Cycle”
SUSTAINED RESULTS: Specific,
Purposeful, Focused Actions
Continuous Improvement
Cycle
Everything that we do to improve should be specific, purposeful, focused actions to get sustained improvement. To make an improvement, without being able to point to exactly what you did to make that improvement, is to risk that the improvement you made will not be sustained.
SUSTAINED RESULTS: Specific,
Purposeful, Focused Actions
PLAN:
•Determine what is “different from the way it should be.”
•Assess opportunities for improvement
•Decide on a specific set of actions to address issues and opportunities.
Continuous Improvement
Cycle Is there any situation where an expected level of performance is not being achieved? Is there a difference between a standard and the observed performance?
SUSTAINED RESULTS: Specific,
Purposeful, Focused Actions
DO: •Execute the plan you developed in the first step*.
•Plan a way to determine how to make sure that the action steps in the “Do” step will take place.
Continuous Improvement
Cycle
* This is a good application for SMART goals.
SUSTAINED RESULTS: Specific,
Purposeful, Focused Actions
CHECK
•Were the action steps in the Plan stage taken?
•Were the actions taken effective?
Continuous Improvement
Cycle
SUSTAINED RESULTS: Specific,
Purposeful, Focused Actions
ADJUST
•Determine any adjustments needed to the action plan to get desired improvements
•Determine steps to monitor and sustain improvements seen.
Continuous Improvement
Cycle
SUSTAINED RESULTS: Specific,
Purposeful, Focused Actions
ADJUST
•Determine any adjustments needed to the action plan to get desired improvements
•Determine steps to monitor and sustain improvements seen.
Continuous Improvement
Cycle NOTE: The “classic” PDCA cycle has this step as “ACT.” However, my experience is by using the word “ADJUST” in its place conveys the idea more clearly for those not versed in the language of continuous improvement.
SUSTAINED RESULTS: Specific,
Purposeful, Focused Actions
Continuous Improvement
Cycle PLAN:
•Determine what is “different from the way it should be.”
•Assess opportunities for improvement
•Decide on a specific set of actions to address issues and opportunities.
DO: •Execute the plan you developed in the first step.
•Plan a way to determine how to make sure that the action steps in the “Do” step will take place.
CHECK
•Were the action steps in the Plan stage taken?
•Were the actions taken effective?
ADJUST
•Determine any adjustments needed to the action plan to get desired improvements
•Determine steps to monitor and sustain improvements seen.
RESULTS: Specific,
Purposeful, Focused Actions
Continuous Improvement
Cycle
Go back and do it again!
This is a Continuous Improvement Cycle!
How do we get results?
The following example was used to convey the key characteristics that are desired from a Cable/Internet
service technician.
Service Tech, Critical to Quality
PROCESSRESULTS
Rework
Productivity
On Time Arrival
Customer Satisfaction
These are the desired outcomes.
However, focusing only on the results does not lead to lasting change or
sustained success. Taking care of the processes that go into getting these results is the most efficient way to achieve them.
Focusing on results can sometimes bring
about rapid improvements, but these improvements are rarely lasting, especially when the focus moves on to other things.
Service Tech; Critical to Quality
PROCESSRESULTS
Rework
Productivity
On Time Arrival
Customer
Satisfaction
Adherence
to
Standards
Many of the things that go into a successful resolution of a customer’s
problem result from following standard procedures. The Whole
House Process is one of these procedures.
If a tech is not committed to
following the standards set forth for successful resolutions, then working
on the other process components will not end up with the desired
results.
We must first address the “will do” the job, before we can successfully
address the “can do” the job.
When we focus on the “Process” instead of the results, then we can start making sustained changes. One of the most important of these is the importance of focusing on the customer experience:
1. Did we solve their problem completely? 2. Did we look at their entire house and all
products to make sure that other problems won’t be likely to occur?
3. Did we spend the time to give the customer the knowledge and understanding to be able to use their services to its full potential?
4. Did we treat them with courtesy and respect?
5. Did they have an overall excellent experience?
Service Tech; Critical to Quality
Understand what you are seeing
Phone
RESULTS
Technical
Ability
Rework
Productivity
On Time Arrival
Customer
Satisfaction
Know what to do about it
PROCESS
Broadband
Video
Adherence
to
Standards
Troubleshooting
There are two components to Technical Ability:
1. The knowledge of the products and diagnostic tools.
2. The ability to effectively troubleshoot.
A technician must be technically competent to understand each product and service, and the “boxes” used for each product.
He/She also needs to be competent in understanding how the incoming signals are affected by the plant, the drop, and any
ingress/egress issues.
Additionally, he/she must be able to understand and use all diagnostic equipment effectively.
A technician also must be able to understand when
something is “not the way it should be,” and be able to know what steps must be taken to correct the issue.
Does the tech live up to the knowledge that they have?
Service Tech; Critical to Quality
Approach
RESULTS
Rework
Productivity
On Time Arrival
Customer
SatisfactionTool Bag
PROCESS
Truck
Whole House Process
Process
Focus
Organization
Adherence
to
Standards
Another key component is having a process focus. This is closely related to “Adherence to Standards.” The process focus we have chosen is the “Whole House Process.” This is the standard that we expect all technicians to follow. A systematic approach is critical to not only solving the current issue, but in finding potential problems that may cause other customer issues. The Whole House Process must be done in it’s entirety. To only do some of the steps is to Not do the Whole House Process.
With an organized truck, tool bag, and approach, the tech is able to be more
efficient in solving the problem, minimizing time spent running back and forth to the truck, and looking for tools
and equipment.
A positive attitude helps build teamwork. Being willing to work together, blending the knowledge and experience of your co-workers, supervisors, trainers, and technical experts will result in much better outcomes than a tech who relies on his or her knowledge and experience alone. Asking questions, seeking help, and offering the benefit of your expertise makes for a much better overall team, and provides the customer with a superior experience.
Working on your interpersonal skills and professional image gives the customer confidence that you are the expert and will solve their problem. Taking the time to help the customer fully understand his services and equipment makes for a better experience for him/her, and may prevent the need for the customer to have to call us to solve problems that he or she may be able to take care of on their own.
As you are assessing your tech, then think of what areas here may need to be improved with your tech. Focus your SMART goals on the process/behaviors, not on the end result. It may take a little creativity on your part to come up with specific, measurable goals for some of these components. Use your peers, your TOM, Jerry Pile, Rich Skiff, or Ron Clarke if you are struggling to come up with ideas.
Service Tech; Critical to Quality
Phone
Troubleshooting
Whole House Process
Technical
AbilityVideo
Attitude
RESULTS
Professional Image
Customer
Experience
Truck
Tool Bag
Interpersonal
Skills
Understand what you are seeing
Approach
Supv/Mgmt
Adherence
to
Standards
Process
Focus
Broadband
Co-Workers
Customer Education
Rework
Productivity
On Time Arrival
Customer
Satisfaction
PROCESS
“Fix the Customer”
Organization
Customer
Know what to do about it
Honesty and Integrity
Service Tech; Critical to Quality
Phone
Troubleshooting
Whole House Process
Technical
AbilityVideo
Attitude
RESULTS
Professional Image
Customer
Experience
Truck
Tool Bag
Interpersonal
Skills
Understand what you are seeing
Approach
Supv/Mgmt
Adherence
to
Standards
Process
Focus
Broadband
Co-Workers
Customer Education
Rework
Productivity
On Time Arrival
Customer
Satisfaction
PROCESS
“Fix the Customer”
Organization
Customer
Know what to do about it
Honesty and IntegrityEven though one of the components of SMART goals is for it to be “measureable,” the measure should not reflect the end result, but be focused on one of the components at the right.