W EEKLY EDITION JAN 24, 2018
Quality Control in the Field …continued
By Karleen Kos, PSAI Executive Director
The company leader that is conducting the ride along should introduce him - or herself to the site contact and explain the
reason for the visit. This will give you a chance to get feedback from that person and may also favorably impress them with
your company's commitment to quality.
After the check. Once the check is over, give the driver feedback as immediately as possible.
• Good QC ride alongs should be acknowledged. 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 d one.
• If you have a poor ride along, bring the driver back and retrain him or her. Then ride along again.
• 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 communication 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 st aff
meetings, giving everyone the o pportunity 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 tr aining
on customer service.
Whatever y ou decide to do, make it part of your company routine. You'll be glad you did.
P AGE 5
