Getting to the Root of the Problem
By Jim Lee, Astute Financial
When running a business, it's your manager's job to define and eliminate any problem areas in your company's processes. But, what you think may be a personnel problem could just be a symptom of a deeper, underlying issue. So how do you get to the root of the problem? Often, the first step is getting objective data.
For example, you think you may have identified a "problem" regarding the efficiency of your service department. A low number of service calls are being completed each day, your service coordinators are scheduling several go backs each week, and you've noticed that more customers seem to be calling to say your techs didn't know what they were doing.
On the surface, it may seem that your techs are slow, untrained or possibly even lazy. But, could the data reveal a different reason?
SedonaOffice can track travel times, technician expertise levels, inventory usage, and much more. With consistent data entry policies and the proper reporting systems, further analysis may find that technicians are regularly dispatched to one area of the city, then dispatched immediately afterward to the opposite side. Or, inventory minimums are not being maintained and your techs are running out of basic stock they need to complete work in a timely manner. And finally, your service coordinators may be dispatching some techs on problem types that are above their expertise level.
Objective analysis of the data may show that your problems are more systemic than a few untrained workers. Mining the wealth of data in SedonaOffice can help you get to the bottom of what's really going on.
Reach Jim at email@example.com or (970) 223-2382 x1.