W EEKLY EDITION OCTOBER 23, 2019
Quality Control in the Field
By Karl een Kos, PSAI Executive Director
After the check. Once the check is over, give the driver feedback as immediately as possible.
• Good QC ride alongs should be ackno wledged. Some companies recognize their drivers publicly at
company meetings, some give the driver a small gift card. The point is to recognize and reinforce the
actions of drivers who are doing things the way they should be done.
• If you have a poor ride a long, bring the driver back and retrain him or her.
• Regardless of the results, the information should go to the employee file.
• If necessary, follow up with the site supervisors.
A good QC program can be part of your regular staff training and communicati on program. The best
companies never stop training their team to do a great job. They will discuss highlights and scenarios from
the month's QC ride alongs in their staff meetings, giving everyone the opportunity to learn from their
colleagues' experiences . Your QC team may also begin to see issues in the field that will lead you to explore
the purchase of different products or equipment or to provide additional training on customer service.
Whatever you decide to do, make it part of your company routine. You'll be glad you did. - KK
P AGE 17
