MEASURING UP

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MEASURING UP
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VISUAL OBSERVATION

• A brief glance at an employee can provide some
  insight as to how they might feel as well as
  perform.

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APPEARANCE
What? I set my own fashion standards so get over
it.

• Is the employee neat and well groomed? Chances
  are, your first impression of this person was
  during the interview process. Since they were
  hired, are they continuing to maintain their
  appearance?

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Looking goodFeeling good

• Someone who always makes the effort to look good
  almost always feels good about themselves. Those
  are the employees that tend to be upbeat,
  motivated and excel in their job performance day
  in and day out.

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SHOWING UP AND ON TIME!
Hey, Ill get here when I get here. So live with
it, okay!

• Does the employee come to work every day and
  arrive on time? Central Station dispatchers rely
  on the dependability of their co-workers to
  relieve them at the end of their shift.

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An employee that is consistently late

• can have detrimental moral effect as well as the
  added expense of paying overtime to an employee
  that has to stick around.

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REWARD GOOD BEHAVIOR

• Use good and punctual attendance as part of the
  employee review process.
• ABF offers an extra pay incentive for early
  arrival and clock-in.
• Offer gift certificate or lottery tickets for
  perfect attendance.

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MEASURING UP ON THE JOB

• Besides looking good and showing up, you have to
  find a way to check on the employees job
  performance.

• Our primary tool for checking an employees job
  performance is the Response time Report

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RESPONSE TIME REPORT

• This report provides an itemization of the
  number of events that the dispatcher processes as
  well as the average select time.

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Side by Side Comparisons

• With this report you can measure side by side
  comparisons of each dispatcher per each shift.
• Is each dispatcher doing a fairly equal amount of
  work? If the numbers are lopsided, then you need
  to know why.

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BEING A GOOD LISTENER

• Monitoring phone calls
• By randomly listening to calls from the voice
  logger, you can determine whether the employee is
  using their best customer service skills. Great
  follow up tool that lets the operator hear how
  they sounded to the customer.

• Eavesdropping
• Occasionally, listen to the dispatchers as they
  are talking on the phone.They are often unaware
  and you can correct issues or reward while the
  event is fresh in their mind.

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Our Focus is Customer Service
What nerve! That S.O.B. wanted to know why the
phone rang so many times before I answered. So I
told him to bite me!

• We insist that our dispatchers answer each call
  as promptly as possible. But most of all, they
  must utilize their customer service skills.

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When speaking to the customer
SMILE! They can hear you. In many cases, our
dispatchers have more contact with the customer
than any other department.
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HOW MUCH DO THEY KNOW?

• Beginning on day one and continuing through
  the employees course of employment, we conduct
  periodic testing.

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Strengths and Weakness

• Our periodic testing program not only lets us
  know what the employee knows, but it also
  pinpoints strengths as well as weakness that
  they may have.

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Re-enforcing the Weak Points

• Not everyone learns at the same pace. By
  determining the dispatchers weak points, a
  course of individual instruction is the key
  remedy.
• Follow up testing hopefully will produce positive
  results from prior weakness.

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THE PERSONAL TOUCH

• With a lot of part time staff covering the
  evening, night and weekends, it would be easy to
  lose touch. So therefore a simple phone call just
  to say hello works wonders.

Bla Bla Bla Bla! Havent you got anything better
to do? I was on my hourly coffee break.
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Is Everything Alright?

• By checking in, you keep that personal touch with
  your employees, but in addition, it allows you to
  check to see if they are having any particular
  issues.
• Do they have a question about something?
• Is there something new that you can share with
  them?

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A LITTLE PEAK

• Occasionally viewing the video recording of the
  central station camera helps to ensure that
  employees are doing what they should be doing as
  well as not doing things they shouldnt.

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SO MANY WAYS

• Our dispatchers are so vital to our business and
  we cannot ever take them for granted. Utilizing
  ongoing training and then continually tracking
  the progress of the employee ensures that they
  will continue to get better.

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THANK YOU!