RP 1601T, Guidelines for Measuring Equipment User Customer Satisfaction, from the Customer Satisfaction Task Force, deals with how to develop and implement customer service index programs. The RP includes guidelines, pitfalls to avoid and implementation suggestions, along with some sample customer satisfaction surveys.
The Repair Order Approval and Authorization Task Force will be submitting RP 1602T, Repair Order Authorization and Approval. This RP seeks to streamline the lines of communication between a fleet and a service provider and help keep workflow organized and progressing in a sensible, efficient manner.
When it comes to business dealings between a fleet and a service provider, everything revolves around communications, notes Calhoun.
“It’s important for both sides to be cognizant that in the repair order approval and authorization process, there’s always a chain reaction,” he says. “If a fleet drags its feet, a service provider can’t progress on the work. This doesn’t just slow down the repair work, it puts a real bottleneck in the entire repair process, as well as slows throughput of vehicles in the shop.
“Service providers, on the other hand, must get fleets the information they need in a format that is concise and gives them the data they need to make informed decisions about any repairs.”
The Service Providers Committee will present the technical session on repair order approval and authorization at TMC’s upcoming Fall Meeting.
Participation in the Service Provider Committee “has been good and there has been a steady building process, with involvement from all parties – OEM dealers, independent shops and fleets,” Calhoun says.
“As with everything at TMC, the Service Provider Committee has been designed to get both fleet decision makers and service providers involved in all processes,” he points out. “Rather than dreaming up programs on our own and saying this is how business is going to be done, we bring both parties together in a very public forum intended from inception to work on issues.
“The idea is to look at any issue or concern from both sides and get both perspectives. That is critical to what the Service Provider Committee, and all of TMC, is doing.”
The overall goal of coming up with recommended practices for business dealings between fleets and service providers is to facilitate consistency and accuracy in repair process. This not only creates efficiencies and cost savings, it helps ensure mutual satisfaction with the service experience.