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ACCOUNTABILITY FACTOR
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"WHY"
DOES THIS PROCESS WORK BETTER THAN OTHER FIXED OPERATION PROGRAMS?
The
most compelling reason for why ROAMS produces such powerful results
is the "ACCOUNTABILITY FACTOR" it provides the Service
Management Team. The critical Customer Pay Net Profit Improvement
data (Individual and Comparative KPI Reports) shows exactly who
is following specific Program Rules and Guidelines. This is done
by measuring compliance to the rules for each Profit Improvement
Program/Technique installed. Then each month the Management Team
and all Service Consultants sit down for 1 hour and review verbally,
each individuals performance. Each individual makes verbal and written
commitments to specific improvements for next month. Next, there
are 15 minute Progress Review Meetings throughout the upcoming month
to be sure the new commitments are on track. And don't forget, this
individual performance is measured across every Repair Order (CP
& Wty.) touched by each Service Consultant and technician. The
performance is reported in daily, weekly, monthly, 6 month rolling
avg., prior year avg., and year-to-date average formats.
The
next compelling reason comes from within the KEEPS Process, it's
the "SYSTEMS FOCUSED" Performance Based Pay Plans. KEEPS
motivates and rewards Service Consultants, Group Leaders, and Technicians
through exclusive, and very unique and powerful pay plan design.
In other words ROAMS gives you the ability to pay (hold accountable)
Service Consultants, Technicians, AND Managers for "PUSHING"
(doing/using) specific buttons (rules and guidelines) that drive
the predetermined - NET PROFIT IMPROVEMENTS. STOP here for a minute
and think about the power of what you just read!!! Only because
of the creation of ROAMS can these very Effective Pay Plans be implemented.
NOBODY but KEEPS has this (advanced) measuring and tracking capabilities
- NOBODY!
The
most often used pay plans in most Service Operations today are combinations
of % of Labor and Parts Sales, $ Commission for hours per CP-RO
Performance, Flat Rate Hours Sold, and sometimes CSI. The KEEPS
Performance Based Pay Plans go far beyond these SIMPLE boundaries
and focuses on specific compliance and usage of all the KEEPS Process
Systems and Techniques. This powerful monetary focus (on each system)
is what overcomes the Resistance to Change barrier that is the root
cause for noncompliance to NEW Program Rules and Guidelines. And
the best part of all is the Service Manager DOES NOT have to try
and do the impossible by spending all day filling in boxes on manual
paper tracking forms or thumbing through pages and pages of Green-bar
computer paper. The KIM just points the mouse and clicks - DONE!!!
The
last but certainly not least important reason the ROAMS Program
produces such great results is so simple it gets overlooked. Our
world today is "Awash" in information to the point it
is mind boggling. The secret to getting (service people) and especially
Managers to use anything, is…. It must be easy and very informative,
"quickly". The KPI Reports are structured and laid out
so the performance results (information) is very easy for the human
eye to quickly and easily see a down trend to take action on. The
sequence is in the order of "Need to know first, second, etc.".
Painless information gets used!! When Service Managers have to spend
"TIME" looking for information to take action, it just
will not happen. Therefore it will not become part of Management's
day-to-day decision making process.
In
closing, anyone that has ever managed people KNOWS the secret to
success is getting people to… "EXECUTE Your Plan "
- exactly the way you designed it. That is exactly what ROAMS and
the KEEPS Process combined will do. The power is in the simplicity.
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