Transcript Document
EFFICIENCY
Do It Better, Do It Smarter
BONUS PROGRAM
WEBINAR SERIES
MODULE 6
October 22, 2014
Presented by
Devon Hubbard
Service Division Manager, FitzGerald Contractors, LLC
Mike Star
President, Lane Associates Inc.
Moderator
Don Neal
CEO & Founder
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 Hubbard
Mike Star
Service Division Manager, FitzGerald
Contractors, LLC
President
Lane Associates Inc.
Polling Question #1
What is your PRIMARY role within your organization?
A. Sales
B. Operations
C. Finance
D. Senior Management
E. 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 more
E. I don’t know.
Polling Question #3
What is your company’s total service revenue (in dollars) for
the previous year?
A. $0-5 million
B. $6-10 million
C. $11-15 million
D. $16 million or more
E. I don’t know.
EFFICIENCY | STREAMLINING OPERATIONS,
MAINTAINING QUALITY
OBJECTIVES
• REFERENCE
• OBSERVE
• IMPLEMENT
“Flush the format”
- Unknown
TOPICS
Technology
Fleet Management/GPS
Office/Overhead Management
Technology: What’s the Challenge?
More information…in less time
Demand for information, transparency and speed
Technology: So What Are the Options?
Potential Solutions:
Field devices
Software
Other ideas?
Technology: Field Devices Example
Integration with accounting software
Workorders hours/material
Real-time information
Invoicing time
Refrigerant tracking
Field Technician
Home Office
and/or Customer
Pre-form Work Order
Technology: Field Devices Example
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: An Example
Software:
Forecasting
• Excel, acct/dispatch software
Marketing
• CRMs, automation
Customer portals
• Status of calls, work orders, invoices
Technology: Now What?
What technology could work for you?
What is it worth to implement?
How do you roll it out?
Use what you have!
Polling Question #4
Do you currently use GPS?
A. Yes
B. No
C. I don’t know.
Fleet Management/GPS
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.
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…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 overhead
and 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 overhead
and 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 overhead
and 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 overhead
and 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
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 / QC
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 to
stay on course.
Efficiency: The Method
Identify the improvement need
Create a measure/scorecard for that need
Design the improvement
Plan the roll-out
Monitor the scorecard
Fine-tune
“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?
A. Yes
B. No
Q3: Will you download this webinar, and share it with others in your company?
A. Yes
B. 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 3
To register, go to https://msca.webex.com
December 3: New Business Opportunities
Presented by Jaimi Lomas and Adam
Wallenstein
For Additional Information or
Questions, Contact:
Barbara Dolim
Executive Director
Mechanical Service Contractors
of America
(301) 990-2210 (direct)
[email protected]
Devon Hubbard
Service Division Manager
FitzGerald Contractors, LLC
(318) 869-3262
[email protected]
Mike Star
President
Lane Associates Inc.
(516) 431-0900
[email protected]