EFFICIENCYDo It Better, Do It Smarter

Presented by

Devon HubbardService Division Manager, FitzGerald Contractors, LLC

Mike StarPresident, Lane Associates Inc.

BONUS PROGRAM WEBINAR SERIES MODULE 6October 22, 2014

Don NealCEO & Founder

Moderator

Tips for This Webinar

Be an active participant

• Ask questions anytime on the side chat bar

• Engage by answering the polling questions

Don’t feel obligated to take notes

• Slides and webinar will be available after the

presentation at www.msca.org

Share this experience with your colleagues • Schedule for the webinar series will be

displayed at the end

Devon HubbardService Division Manager, FitzGerald

Contractors, LLC

Mike StarPresident

Lane Associates Inc.

Polling Question #1

What is your PRIMARY role within your organization?

A. SalesB. OperationsC. FinanceD. Senior ManagementE. Other

Polling Question #2

What is the growth rate (by dollar volume) of your business over the past year?

A. 0-5%B. 6-10%C. 11-15%D. 16% or moreE. I don’t know.

Polling Question #3

What is your company’s total service revenue (in dollars) for the previous year?

A. $0-5 millionB. $6-10 millionC. $11-15 millionD. $16 million or moreE. I don’t know.

EFFICIENCY | STREAMLINING OPERATIONS,MAINTAINING QUALITY

OBJECTIVES

• REFERENCE

• OBSERVE

• IMPLEMENT

“Change is the price of

survival”

- W.

Churchill

“Flip your thinking”

- P.

Sheehan

“Flush the format” - Unknown

TOPICS

Technology

Fleet Management/GPS

Office/Overhead Management

More information…in less time

Demand for information, transparency

and speed

Technology: What’s the Challenge?

Potential Solutions: Field devices Software Other ideas?

Technology: So What Are the Options?

Integration with accounting software Workorders hours/material

Real-time information Invoicing time Refrigerant tracking

Technology: Field Devices Example

Pre-form Work Order

Home Office and/or CustomerField

Technician

Integration with accounting software Workorders hours/material Invoicing time

AR cycle reduced by 18 days - increased cash flow Refrigerant tracking

Technology: Field Devices Example

Integration with accounting software Workorders hours/material Invoicing time Refrigerant tracking

Automatic refrigerant log

Technology: Field Devices Example

Other uses Sales & operations support (photos, video)

Surveys, potential work, completed work IOM manuals/equipment Customer service Navigation MSDS Apps Other ideas?

Technology: Field Devices Example

Other uses Sales & operations support (photos,

video) IOM manuals/equipment

Information available on demand Customer service Navigation MSDS Apps Other ideas?

Technology: Field Devices Example

Other uses Sales & operations support (photos, video) IOM manuals/equipment Customer service

Interaction with customer Navigation MSDS Apps Other ideas?

Technology: Field Devices Example

Other uses Sales & operations support (photos, video) IOM manuals/equipment Customer service Navigation

Interaction with customer MSDS Apps Other ideas?

Technology: Field Devices Example

Other uses Sales & operations support (photos, video) IOM manuals/equipment Customer service Navigation MSDS

Single database Apps Other ideas?

Technology: Field Devices Example

Other uses Sales & operations support (photos,

video) IOM manuals/equipment Customer service Navigation MSDS Apps

HVAC resources, cloud storage Other ideas?

Technology: Field Devices Example

Other uses Sales & operations support (photos,

video) IOM manuals/equipment Customer service Navigation MSDS Apps Other ideas?

Technology: Field Devices Example

Software: Forecasting

• Excel, acct/dispatch software Marketing

• CRMs, automation Customer portals

• Status of calls, work orders, invoices

Technology: An Example

What technology could work for you? What is it worth to implement? How do you roll it out? Use what you have!

Technology: Now What?

Polling Question #4

Do you currently use GPS?

A. YesB. NoC. I don’t know.

So what about Fleet Management? How do we maintain? What is most economical? When to say when? Fleet budget? Warehouse operations?

Fleet Management/GPS

So what about GPS? Do you know where your techs are

located?• Efficient service call routing• Protection of company• Increased productivity from less idol

time• Distracted driving benefits

Fleet Management/GPS

So what about GPS? Who monitors?

• Dispatching?• Supervisors?• Management?

Fleet Management/GPS

Now What? Determine what is right for your business

model and manage fleet accordingly. Determine if GPS is right for management

and operations, NOT technician morale… … And Implement.

Fleet Management/GPS

Go back to the basics: Communication

• Policy/procedure• Define roles and

responsibilities…as simple as job descriptions

• How to have a meeting• Department meetings• Sales meetings• Performance reviews

(two-way street)?

Office / Overhead Management / QC

Go back to the basics: Communication

• Policy/procedure• Define roles and

responsibilities…as simple as job descriptions

• How to have a meeting• Department meetings• Sales meetings• Performance reviews

(two-way street)?

Office / Overhead Management / QC

Go back to the basics: Communication

• Policy/procedure• Define roles and

responsibilities…simple as job descriptions

• How to have a meeting• Department meetings• Sales meetings• Performance reviews

(two-way street)?

Office / Overhead Management / QC

Go back to the basics: Communication

• Policy/procedure• Define roles and

responsibilities… simple as job descriptions

• How to have a meeting• Department meetings• Sales meetings• Performance reviews

(two-way street)?

Office / Overhead Management / QC

Go back to the basics: Communication

• Policy/procedure• Define roles and

responsibilities… simple as job descriptions

• How to have a meeting• Department meetings• Sales meetings• Performance reviews

(two-way street)?

Office / Overhead Management / QC

Go back to the basics: Communication

• Policy/procedure• Define roles and

responsibilities… simple as job descriptions

• How to have a meeting• Department meetings• Sales meetings• Performance reviews

(two-way street)?

Office / Overhead Management / QC

Go back to the basics: Communication

• Policy/procedure• Define roles and

responsibilities… simple as job descriptions

• How to have a meeting• Department meetings• Sales meetings• Performance reviews

(two-way street)?

Office / Overhead Management / QC

Go back to the basics: Paper work flow

• What does YOURS look like?

• Get EVERYONE involved when creating… get buy-in

• Use of technology and reduction of waste

Office / Overhead Management / QC

Go back to the basics: Paper work flow

• What does YOURS look like?

• Get EVERYONE involved when creating… get buy-in

• Use of technology and reduction of waste

Office / Overhead Management / QC

Go back to the basics: Paper work flow

• What does YOURS look like?

• Get EVERYONE involved when creating… get buy-in

• Use of technology and reduction of waste

Office / Overhead Management / QC

Go back to the basics: Paper work flow

• What does YOURS look like?

• Get EVERYONE involved when creating… get buy-in

• Use of technology and reduction of waste

Office / Overhead Management / QC

Go back to the basics: Quality control

• How do you manage this? Supervisor/tech/etc.?

• How do you know? Customer survey Call backs and tracking

Office / Overhead Management / QC

Go back to the basics: Quality control

• How do you manage this? Supervisor, tech, etc.?

• How do you know? Customer survey Call backs and tracking

Office / Overhead Management / QC

Go back to the basics: Quality control

• How do you manage this? Supervisor/tech/etc.?

• How do you know? Customer survey Call backs and tracking

Office / Overhead Management / QC

Go back to the basics: Other ideas?

• Tech productivity and tracking?• Tech leadership program

Team competition for productivity (quarterly)?

Office / Overhead Management / QC

Go back to the basics: Other ideas?

• Tech productivity and tracking?• Tech leadership program

Team competition for productivity (quarterly)?

Office / Overhead Management / QC

Go back to the basics: Other ideas?

• Tech productivity and tracking?• Tech leadership program

Team competition for productivity (quarterly)?

Office / Overhead Management / QC

So what about overhead/staffing/sales? How do you budget and track your

budget? Example (simple/complex)

What is acceptable overheadand how to manage?

How do you determine your staffing needs?

What are the sales quotes and goals? • Who determines these goals?• What criteria do you base

these goals?

Office / Overhead Management / QC

So what about overhead/staffing/sales? How do you budget and track your

budget? Example (simple/complex)

What is acceptable overheadand how to manage?

How do you determine your staffing needs?

What are the sales quotes and goals? • Who determines these goals?• What criteria do you base

these goals?

Office / Overhead Management / QC

So what about overhead/staffing/sales? How do you budget and track your

budget? Example (simple/complex)

What is acceptable overheadand how to manage?

How do you determine your staffing needs?

What are the sales quotes and goals? • Who determines these goals?• What criteria do you base

these goals?

Office / Overhead Management / QC

So what about overhead/staffing/sales? How do you budget and track your

budget? Example (simple/complex)

What is acceptable overheadand how to manage?

How do you determine your staffing needs?

What are the sales quotes and goals? • Who determines these goals?• What criteria do you base

these goals?

Office / Overhead Management / QC

So what about rules of thumb data? What categories are important? How do we compare? What to do with number?

Office / Overhead Management

So what about rules of thumb data? What categories are important? How do we compare? What to do with number?

Office / Overhead Management

So what about rules of thumb data? What categories are important? How do we compare? What to do with number?

Office / Overhead Management

Now what?• Get back to the basics with your

personnel.• Review your overhead/staffing/sales

needs and determine where you need to go.

• Use these rules of thumb tostay on course.

Office / Overhead Management / QC

Identify the improvement need Create a measure/scorecard for that need Design the improvement Plan the roll-out Monitor the scorecard Fine-tune

Efficiency: The Method

“If you always do what you always

did, you will always get what you always got.”

-Albert Einstein

Key Takeaways

Use existing or low-cost technology resources to answer customer demand for faster, more detailed information.

Make the best financial decision for your business regarding whether to maintain or replace vehicles in-house or via a third party.

Get back to the basics of communication when streamlining office and overhead management.

It’s Your Turn…

Q1: Was this webinar informative and useful?A. Yes, I found this informative and useful.B. Yes, but it wasn’t as informative and useful as I expected.C. No, this was not informative or useful.

Q2: Did the speaker present the material in a clear and concise manner?D. YesE. No

Q3: Will you download this webinar, and share it with others in your company?F. YesG. No

Reminder

The PowerPoint and handouts will be available on the homepage of the MSCA website immediately after the webinar at www.msca.org.

The archived webinar will be accessible from the MSCA website within 24-48 hours.

Join us for the final webinar on December 3To register, go to https://msca.webex.com

December 3: New Business OpportunitiesPresented by Jaimi Lomas and Adam

Wallenstein

For Additional Information or Questions, Contact:

Barbara DolimExecutive DirectorMechanical Service Contractors of America(301) 990-2210 (direct)bdolim@mcaa.org

Devon HubbardService Division ManagerFitzGerald Contractors, LLC(318) 869-3262dhubbard@fitzgeraldcontractors.com

Mike StarPresidentLane Associates Inc.(516) 431-0900m.star@laneassociatesinc.com