Integrated
Operations Features
The
Integrated
Operations Module consists of basic operations practices and
includes a complete course for Dispatcher Training as well as Leadership
Training. It also includes 'on-line' use of our data
management system which can be used for dispatching, tracking maintenance agreements, task
scheduling, work orders, and invoicing. The operations module focuses on
specific areas such as:
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Providing
Leadership Management for the HVAC Industry |
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This is one of the best features of the
Integrated Operations module. It deals with the purpose for co-existence
with the sales department. Good communication and positive team spirit is
of paramount importance if you are going to provide your customers with
quality service. Often times, operations personnel have no idea what type
of relationship has been developed with a prospect. Working together, you
will become..."Communications Conscious and Solutions
Oriented".
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Good listening attributes are associated
with developing good communication skills. And poor communication is the
most widely recognized deficit in any business environment.
However, listening isn't the only form of communication. Body language as
well as written communication are part of the entire "communication
process". The Integrated Operations module includes
"on-line" Leadership Training feature that will open
opportunities for your company to be "Communications
Conscious...".
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How important is customer service in your
organization? Does it warrant a review of the way you conduct business
with your current customers? Is the way you currently service your
customers preventing you from acquiring new business? Can you improve?
Always!
Better customer service is one of the
founding criteria used to develop the OVI™ Contractor Support
System. This feature of the Integrated Operations module reviews best and
worst practice scenarios to demonstrate the need to be conscientious of
your customers' perception of your service. You can always do better!
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The
Integrated Operations module consists of a well developed set of
structured processes designed to encourage communication flow that
results in quality customer service. Every aspect of the follow through
process for a new sale is carefully orchestrated to assure thorough
completion of all the activities required to meet the customers' needs as
well as the contractors' obligations. This integrated operations process
establishes a set of "best practice" standards that go
unmatched by your local competition.
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Assigning the right technician to a
customers' facility can sometimes be a difficult task. In some cases you
might need more than one technician assigned to a job for reasons of
complexity of the buildings' mechanical system. This feature will help
you determine if you have the right match for the assignment, from
technical ability to personality. Both are very important to have
successful, long-term relationships with your customers.
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In this section we show you how to develop
and maintain a matrix database of technical experience. This matrix is a
valuable tool in determining technician assignments. It can be edited
with a few mouse clicks, as field personnel improve their ability to
accept greater responsibility. Any improvement in the technicians ability
is reflected in the database. It can, and should also be used by the
operations or service manager to evaluate performance during annual
reviews.
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Every operations department incurs costs
to maintain its' ability to perform. This feature reviews typical
"cost of operations" as it may be referred to in your company's
system of accounting. It will help you to determine your operating costs
and adjust them as appropriate, before you submit your budget plan.
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Critical to any business is the ability to
prepare, and maintain control of, your operating budget. Historical data
comes into play here. However, forecasting new expenses is the most
difficult. This feature will assist you in determining the best way to
forecast your budget and keep you on track.
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A clear vision of the
company's future can be seen through a well developed Strategic Plan. The
strategic planning process for next fiscal year should begin soon after
your current year begins. It is an on-going process, not an annual event.
It involves the participation of various levels of management, from
principal owners to accounting and sales managers. There is also room for
input from employees at all levels. Remember, people are your greatest
asset. Include them in your future plans.
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Dispatcher training is included as part of
the Integrated Operations module. However, being capable of dispatching
isn't the only criteria required to determine job scheduling. There is a
balance to getting jobs scheduled and seeing them through to completion.
We review scheduling practices in detail in the Integrated Operations
module.
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Who should bear the responsibility for
profit? The person(s) with the best leadership attributes will
undoubtedly have a proactive role in assuring that the bottom line is
met, but it really takes the effort of everyone in the company. Employees
that are made aware of the company's financial health, are more willing
to participate at a "cost conscious" level. This feature of
the module focuses on the responsibility of the operations
or service manager. But, it is also a guide to increase profit awareness
throughout the organization.
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These are not intended to be chew up and spit out sessions.
They are designed to be productive and results oriented. This section of the Integrated Operations
module focuses on how to conduct, and participate in, weekly plan and
review meetings; the expected content and results from conducting such
meetings.
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Some operations management positions
require the ability to review and analyze certain report documents. They
can vary from company to company, so there is no consistency of
interpretation. What this feature will help you do is learn to interpret
the critical data and the non-critical data when you review reports. Your
focus should be on critical data.
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By far one of the more tedious jobs in the
industry. But is doesn't have to be. Many thousands of dollars are lost
due to poor auditing practices. Learn how to increase your revenue flow
by paying closer attention. The Integrated Operations module reviews the
most common mistakes made when auditing service reports. And it provides
recommended actions that you should take to improve your auditing process.
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Often times you are not aware of your
company's capabilities until you have sold a job or maintenance
agreement to a customer that you can't service. Improving your
capabilities requires continued education. Where do you find it? How do
you determine your current and future needs? These, and many other
questions are answered in the Integrated Operations module.
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