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The Project:
Measure and reduce the number of calls left incomplete due to lack of parts.
The Question:
How can Metro Sales reduce repeat calls for our customers?
The Process:
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Measure all variables which impact the effectiveness of a technicians service call.
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Focus on improving the three most important variables.
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Develop and implement a comprehensive parts inventory improvement initiative.
The Result:
Between 2002 and January 2008: percent of calls left incomplete was improved by 30% to 6.5%, which is over 50% better than the industry average.
Why do Metro Sales Technicians Provide the Best Service in the Midwest?
In an effort to increase customer satisfaction, we implemented a true bonus-for-performance incentive program for our technicians. This program is called the “Technician Incentive Program”, or ”TIP”. Under this program, the longer your machine’s uptime and the more proactive our technicians are in replacing parts, the greater the technician’s bonus. We reward our technicians for going above-and-beyond the call of duty; aligning technician’s best interests with your best interests.
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