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]