Operational Assessment Jim Wagner jwagner@commandalkon.com (612) 991-5912 David Weber dweber@commandalkon.com (541) 410-6218
Operational Assessment What is an Operational Assessment? • It is a visit and evaluation of your operations by leading industry distribution and sales experts. • It will identify areas for improvement. • We will assist you with implementing the identified changes for continued success. Operational Assessment
Operational Assessment Do I need an Operational Assessment? • Probably! • Many dispatch operations are not using Integra or COMMANDseries to it’s full advantage. • In fact, many are using only 3 parts; order entry, ticketing, and truck tracking. Operational Assessment
Operational Assessment Often not used are • Scheduling for single plants • Scheduling for multiple plants with foreground/background • Lowest Cost plant scheduling • Load scheduling • Modeling • Driver call-in report • Driver overtime notifications • Deadhead tracking • Map Pages with learned travel times by time of day and season of the year. Operational Assessment
Operational Assessment Often not used are • Truck and Driver tasks and conditions • Truck and Plant unavailability Operational Assessment
Operational Assessment Often not used are • Web based driver notification Operational Assessment
Operational Assessment Often not used are • Correcting bad or missing status times • Capturing of drivers punch-in/out times • Time analysis reporting • The over 35 reports available from scheduling, production and time analysis. • Proper setup of invoicing to speed the process and price non-quoted mixes and product. Operational Assessment
Operational Assessment Why Have an Operational Assessment? • Ask yourself … • Did you purchase COMMANDseries or Integra or was it there when you took over? • How much of the system are your dispatchers using? • How did they learn to use and apply it? • Command Alkon or Systech trained? • Learned from their predecessor? • Picked it up on their own? • Who decided what were the most important features of COMMANDconcrete or Integra? Operational Assessment
Operational Assessment Unlike fine wine • Dispatch processes, system usage, skills and focus may not improve with age. • Are they doing all they can or just getting by? • With a lull in business do they call customers, reanalyze and act or go for more coffee? Operational Assessment
Operational Assessment So, ask yourself … • Does your operation have well established processes, procedures, & goals? • Are you providing the customer service you really want? • Do you measure it? • Do your sales, dispatch, and management personnel work as a team? • Are you measuring and monitoring the appropriate indicators for success? Operational Assessment
Operational Assessment If you are considering COMMANDoptimize, or INTEGRAoptimize think… • Is your organization prepared for the shift of emphasis from shipping to the order taking process? • Optimization needs good, accurate, and complete information. • Are your CSRs prepared for the additional probing and negotiating that will be required? • Are they able to map each order for it’s geolocation? Operational Assessment
Operational Assessment If you are considering COMMANDoptimize, or INTEGRAoptimize, be prepared… • The shippers new role will be to keep optimization informed. • Driver assignments to trucks • Truck and Driver tasks • Truck and Driver conditions • Plant Unavailability • Truck Unavailability • Drivers requesting starting late or off early • Breakdowns • Traffic and jobsite conditions Operational Assessment
Operational Assessment Benefits • Better utilization from your technology • Training for employees • They can “drive” it but can they “race” it? • Increased production • Improved System integration • Improved customer service • CAI’s help focusing on results Operational Assessment is the first step. Operational Assessment
Operational Assessment What do you get? • A non-biased assessment • 80 years of combined industry experience • A written report … • How to improve production & service • A timeline for implementing changes • Training for new and existing employees • Review KPI’s on regular basis as a partner Operational Assessment
Operational Assessment Assessment • We will never know your business as well as you... • But, we can take a look from the outside with an objective perspective. • Our objective is to identify practices, policies, and procedures that will help increase your production and improve your customer service. Operational Assessment
Assessment Outline • Phase I - Assessment • Meet with management • Discuss needs, desires, and goals Operational Assessment
Assessment Phase 1 - Outline Operational Assessment
Assessment Phase 1 - Outline Operational Assessment
Assessment Phase 1 - Outline Operational Assessment
Assessment Phase 1 - Outline Operational Assessment
Assessment Phase 1 - Outline Operational Assessment
Phase 1 The Operational Assessment Operational Assessment
Phase II • Phase I - Assessment • Meet with management • Discuss needs, desires, and goals • Phase II - Implementation • Agree on areas of improvement • Provide training Operational Assessment
Phase II - Implementation COMMANDperformance • Install or Upgrade • Verify Data Validity • Review Reports • Identify Consumers and Frequency of Reports • Sample report, graphs, and a dashboard Operational Assessment
Phase II - Summary Summary • Review Operational Assessment • Establish Baseline of Measurements • Install or Upgrade COMMANDperformance • Develop Timeline for Implementing Changes, Training, etc… • Help with Implementation • Provide Training Operational Assessment
Phase III • Phase I - Assessment • Meet with management • Discuss needs, desires, and goals • Phase II - Implementation • Agree on areas of improvement • Provide training • Phase III – Ongoing Assurance • Daily, weekly, and monthly review of KPI’s • Quarterly evaluation Operational Assessment
Phase III - Assurance Assurance • CAI is your Partner • Remotely • Daily Review of Performance Measurements • Weekly Report Card Review • Monthly Performance Review • On-site • Quarterly Evaluation Operational Assessment
COMMANDperformance Daily Review of Performance Measurements Operational Assessment
COMMANDperformance
COMMANDperformance Operational Assessment
Phase III - Assurance Operational Assessment
COMMANDperformance Operational Assessment
Operational Assessment QUESTIONS? • Interested? • Come See Us or … • Contact Your Salesman Operational Assessment
Please Complete Your Evaluation • Be sure to circle the session you are evaluating on the back of your card • Management Track • MGT-015 • Operational Assessment • All breakout session materials can be accessed at:www.commandalkon.com/cc2012/update/index.htm • Thank You for Your Time! Operational Assessment
