Business Processes and Procedures That Make a Difference

1. What is a way that business operations leaders can track their employees' progress and if they're meeting goals and following processes?

Ridealongs Recording technician call data with software Requiring employees to report their call data at weekly service meetings All of the above

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2. How long does Dustin Cole recommend maintenance calls take?

2 hours 3 hours 4 hours As long as it takes to provide value

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3. What is Jason Julian's approach to providing the customer with options?

Offer an average of 2.5 options per service call Offer all options that'll improve their situation and let them choose what to deline Offer all options that'll improve the situation AND a selection of IAQ upgrades and let them pick three items that they want None of the above

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4. When Tersh Blissett talked talked about A and B players, what was one key distinction between the two?

A players are more skilled A players are better communicators A players are more likely to review and refine their processes to do better next time All of the above

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5. True or False: In the discussion about A, B, and C players, Dustin Cole said that he likes having C players on his team because they tend to be very efficient.

True False

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6. True or False: In Chad Simpson's experience, the technicians who are more ethical and communicative tend to earn more 5-star reviews than the technicians with the sharpest technical skills.

True False

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7. Anytime you change a process, you have to get your team to _________________, not just tell them that you're making a change.

Accept changes without question Buy into the change Rethink their relationship to work Take training courses and earn certification

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8. True or False: At least one panelist mentioned that they've cut the amount of service calls to 4 per day (with room for more if there's time left over).

True False

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9. Which of the following helped Jason Julian's company practically eliminate callbacks on new installs.

Using AI to log the equipment specifications from the a picture of the data plate Using generative AI to create business processes Using measureQuick for thorough commissioning All of the above

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10. What is Chad's book of processes and procedures?

A miniature pocketbook with basic procedures A massive binder with SOPs and other processes A PDF with a list of links to useful resources Nonexistent; the employees make their own processes and commit them to memory

Business Processes and Procedures That Make a Difference