Issue link: http://psai.uberflip.com/i/810924
Note: At the PSAI's educational events, topical round table discussions are a popular part of the program. We ask a representative from each group to take notes during the conversation so the information can be shared more widely. Here are some of the highlights of the recent round tables on Quality Control in the Field, together with some additional ideas to help you develop or enhance your program. Quality Control in the Field By PSAI Executive Director Karleen Kos Every company that is successful over time has developed and implemented some sort of quality control program in the field. While doing this accomplishes several things, some of the most important things a QC program accomplishes are: • Making sure the driver is giving the best possible service to your customers. • Providing opportunities to train – or retrain – your drivers. It can also give you a chance to educate drivers on things you might not have talked about before that would enhance their service to your customers, save money or generate extra revenue. • Building in time for owners or other company leaders to meet job supervisors or event planners and show them you appreciate their business. Getting started. Quality control (QC) ride alongs can be done with a designated QC person, a member of the sales team, or a substitute route driver. No matter who does the QC ride along, it is important to do the checks on both regular route drivers and special events drivers. When you are designing your QC ride along schedule, be sure you are either riding with everyone or you have a system for randomly choosing the drivers for the QC check. It is not a good idea to do the checks in such a way that any driver or group of drivers could perceive they are being targeted for extra scrutiny. Doing that could be harmful if you are ever accused of discrimination or harassment in an employment law situation. On the other hand, nothing prevents you from riding along with a driver having known performance issues, especially if you have received complaints and want to do remedial training. The difference in that case is that you have a documented reason to follow up on a particular individual's performance. A QC program should be more proactive. It's something you do to prevent bad things from happening, address suboptimal methods, and recognize great performance. QC ride alongs should not be used to punish the driver – they should be done to improve the business. What to do. Your team should be aware of the QC program you are implementing. Make sure you explain how it works and what to expect ahead of time so that your drivers aren't confused or upset the morning your QC rider joins them. Opinions differ on whether you should give your drivers plenty of advanced notice that a leader will be riding with them or simply let them know the morning it will happen. Either way, be sure your drivers know what to expect and answer their questions before the day of the ride along. WEEKLY EDITION April 12, 2017 CONTINUED ON PAGE 2