Something I thought about today...When the operator has an issue on a job who do they call? The Project Coordinator who sets the job up and has the control over the job but isnt involved in dispatch or the Resourse Coordinator who dispatched them but doesnt have control or knowledge about the job?
With as many problems as we have with CIR projects wouldn't it make sense to leave the CIR jobs with Jo. Every job has problems and is a learning curve for PRS and the customer. Having these projects administered by someone that has little or no experience with these projects would likely be a sacrifice in customer confidence.
Responding to question on who Operators call when they have a job problem: The Superintendent and Job Coordinator remain primary contact points for field employees regarding job issues. The Resource Coordinator will relay to the crew who the responsible Superintendent / Coordinator is for each job. The Resource Coordinator is responsible for getting the personnel and equipment to the job as ordered by the Job Coordinator. If an operator shows up at a job and there is no equipment he would probably first call the Resource Coordinator to find out what the problem is - but if he shows up and the customer is upset about what equipment is on the job, his call would be to the Superintendent or Job Coordinator.
On having jobs controlled by inexperienced coordinators: Yes, we will have some issues. But the idea is that we have a few experts always available for the Job Coordinators and Superintendents to consult. For example, if a job has FDR CEMENT and the coordinator needs advice he/she would consult with Rick A, Stacy S, Heather S, Marco, Don M, etc. on specific issues. Ideally they would show how they have the job set up and scheduled, what equipment and personnel are scheduled, what rental equipment, what materials, etc. and the experts would sign off. As problems arise, more consult goes on. Over time, they learn the processes but always have support when needed. This broadens our bench of experience and will make us better over the long run.
Our internal structure should accommodate the customer. After the intense marketing and project development it is the simplicity and organization from project planing to billing that customers expect. Clarity of responsabilities with "back up people" that are up to speed of an on going project will be the challenge.
The thing about existing customers, they are like "old dogs" they don't care to learn new tricks and tend to go to their comfort zone/contact person, they don't want to keep track of a phone list for PRS-they have their guy or gal in memory on their phone and that is who they want to call(Even after 2 years of pointing people to the BK dispatch number they still call me to schedule etc. because I bid the job and I am who they know? I even put the BK # on my quotes-dosen't matter?)With that said I think we all agree we need better internal structure/organization/flow and I think this program "can" move us in that dirrection but I feel it is important to keep it simple/easy for the customer to work with us? This new system needs to have instant communications ability between customer point of contact personel and the project coordinators, I think this is of prime importance-customers won't wait-they just go somewhere else-we don't want that.
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ReplyDeleteSomething I thought about today...When the operator has an issue on a job who do they call? The Project Coordinator who sets the job up and has the control over the job but isnt involved in dispatch or the Resourse Coordinator who dispatched them but doesnt have control or knowledge about the job?
ReplyDeleteWith as many problems as we have with CIR projects wouldn't it make sense to leave the CIR jobs with Jo. Every job has problems and is a learning curve for PRS and the customer. Having these projects administered by someone that has little or no experience with these projects would likely be a sacrifice in customer confidence.
ReplyDeleteResponding to question on who Operators call when they have a job problem: The Superintendent and Job Coordinator remain primary contact points for field employees regarding job issues. The Resource Coordinator will relay to the crew who the responsible Superintendent / Coordinator is for each job. The Resource Coordinator is responsible for getting the personnel and equipment to the job as ordered by the Job Coordinator. If an operator shows up at a job and there is no equipment he would probably first call the Resource Coordinator to find out what the problem is - but if he shows up and the customer is upset about what equipment is on the job, his call would be to the Superintendent or Job Coordinator.
ReplyDeleteOn having jobs controlled by inexperienced coordinators: Yes, we will have some issues. But the idea is that we have a few experts always available for the Job Coordinators and Superintendents to consult. For example, if a job has FDR CEMENT and the coordinator needs advice he/she would consult with Rick A, Stacy S, Heather S, Marco, Don M, etc. on specific issues. Ideally they would show how they have the job set up and scheduled, what equipment and personnel are scheduled, what rental equipment, what materials, etc. and the experts would sign off. As problems arise, more consult goes on. Over time, they learn the processes but always have support when needed. This broadens our bench of experience and will make us better over the long run.
ReplyDeleteOur internal structure should accommodate the customer. After the intense marketing and project development it is the simplicity and organization from project planing to billing that customers expect. Clarity of responsabilities with "back up people" that are up to speed of an on going project will be the challenge.
ReplyDeleteWith the elimination of AR who will post the deposits and run them thru the bank scanner?
ReplyDeleteThe thing about existing customers, they are like "old dogs" they don't care to learn new tricks and tend to go to their comfort zone/contact person, they don't want to keep track of a phone list for PRS-they have their guy or gal in memory on their phone and that is who they want to call(Even after 2 years of pointing people to the BK dispatch number they still call me to schedule etc. because I bid the job and I am who they know? I even put the BK # on my quotes-dosen't matter?)With that said I think we all agree we need better internal structure/organization/flow and I think this program "can" move us in that dirrection but I feel it is important to keep it simple/easy for the customer to work with us? This new system needs to have instant communications ability between customer point of contact personel and the project coordinators, I think this is of prime importance-customers won't wait-they just go somewhere else-we don't want that.
ReplyDelete