Practically every incremental improvement to the Process Triaging experience has come from client observations.

A week or so ago we triaged a construction trades company, adding to the our portfolio of case studies.  We’ve triaged a roofing, flat work, electrical (residential dispatch and commercial), post-construction water treatments, and insulation (retrofit and new commercial) companies, as well as a variety of construction contractors who subcontract to them.

While each of these construction trade-based companies provides different services, they follow a similar business model.  Their driveshaft process follows the same pattern:

1. Win the first impression and reinforce it at every customer touch.
2. Estimate the job and win the bid with enough margin.
3. Plan and prepare the crew-day for a have-what-you-need truck roll – skills, tools and supplies.
4. Complete the work safely, professionally, and  on schedule, with the quality promised, constantly training the less experienced due to high semi-skilled labor turn-over.
5.  Complete the job accounting paperwork in a timely manner.
6. Do all the above at a repeatable  top-of-the-Angie’s List® level satisfaction.

What’s remarkable about these six common behaviors in this kind of driveshaft is that every one of these six behavioral indicators can be delegated to someone to get right.  Depending on the size (# of crews) of the company, different team members can keep an eye on each one:

1. The front desk phone staff and on-site crew chiefs can master the first impression.
2. The job estimators can master the bidding.
3. The dispatch manager or crew chief can master the day’s job sheets and crew staging.
4. The on-site supervisor can master the day’s project work.
5. The crew chief and the accountants can master the job paperwork.
6. The customer service and follow-up staff, likely the front desk, can keep an eye on customer satisfaction.

In other words, every driveshaft process has a punch list of  Get My Thing Right’s

So we’re adding this punch list to our 90+Day Process Capability Improvement Plan template.  At least one ‘Get My Thing Right’ for each segment on our triage maps.

What are the ‘Get My Thing Rights’ on your driveshaft?

Now back to listening.