SAE R-447-2015 Fleet Services Managing to Redefine Success (To Purchase Call 1-800-854-7179 USA Canada or 303-397-7956 Worldwide).pdf

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1、Whether youre a student, a Fleet leader, or an executive with a Fleet in your organization, this will redefine your success. With these customer service fundamentals, integrated best practices, and business tools, you will be able to exceed all expectations. Use the enclosed questionnaire to quickly

2、 identify opportunities where your Fleet may be able to improve. Learn how to provide exceptional services and achieve lower costsand why these arent mutually exclusive. Become customer-driven and avoid the common pitfall of a primary focus on technology, equipment, and services. Stop trying to mana

3、ge customers. Instead, learn how to work cooperatively to support effective decision-making. Learn the important role of win-win results in the service providers “Hierarchy of Success.” Recognize the critical role of effective teamwork. Revisit core equipment management fundamentals. Manage customer

4、 perception and service experience. Create opportunities for yourself, your team, your customers, and the overall organization. BONUS An Employee Performance Appraisal Communication Tool R-447_Insides.indb 1 8/7/15 9:23 AMR-447_Insides.indb 2 8/7/15 9:23 AMFleet Services Managing to Redefine Success

5、 A Breakout Customer-Driven Business Model to Thrive R-447_Insides.indb 1 8/7/15 9:23 AMOther SAE books of interest Analytical Fleet Maintenance Management, 3rd Edition By John E. Dolce (Product Code: R-371) Fleet Managers Guide to Vehicle Specification and Procurement, Second Edition By John E. Dol

6、ce (Product Code: R-332) For more information or to order a book, contact: SAE INTERNATIONAL 400 Commonwealth Drive Warrendale, PA 15096 Phone: +1.877.606.7323 (U.S. and Canada only) or +1.724.776.4970 (outside U.S. and Canada) Fax: +1.724.776.0790 Email: CustomerServicesae.org Website: books.sae.or

7、g R-447_Insides.indb 2 8/7/15 9:23 AMWarrendale, Pennsylvania, USA Fleet Services Managing to Redefine Success By Tim C. King R-447_Insides.indb 3 8/7/15 9:23 AM Copyright 2015 SAE International eISBN: 978-0-7680-8220-3Copyright 2015 SAE International. All rights reserved. No part of this publicatio

8、n may be reproduced, stored in a retrieval system, distributed, or transmitted, in any form or by any means without the prior written permission of SAE International. For permission and licensing requests, contact SAE Permissions, 400 Commonwealth Drive, Warrendale, PA 15096-0001 USA; email: copyrig

9、htsae.org; phone: +1.724.772.4028; fax: +1.724.772.9765. SAE Order No. R-447 http:/dx.doi.org/10.4271/r-447 Library of Congress Cataloging-in-Publication Data King, Tim C.Fleet services : managing to redefine success / by Tim C. King.pages cmIncludes index.ISBN 978-0-7680-8173-2 1. Motor vehicle fle

10、ets. 2. Motor vehicle fleets-Management. I. Title.TL165.K56 2015388.32068-dc232015021844 Information contained in this work has been obtained by SAE International from sources believed to be reliable. However, neither SAE International nor its authors guarantee the accuracy or completeness of any in

11、formation published herein and neither SAE International nor its authors shall be responsible for any errors, omissions, or damages arising out of use of this information. This work is published with the understanding that SAE International and its authors are supplying information, but are not atte

12、mpting to render engineering or other professional services. If such services are required, the assistance of an appropriate professional should be sought. ISBN-Print 978-0-7680-8173-2 ISBN-PDF 978-0-7680-8220-3 ISBN-epub 978-0-7680-8222-7 ISBN-prc 978-0-7680-8221-0 To purchase bulk quantities, plea

13、se contact: SAE Customer Service E-mail: CustomerServicesae.org Phone: +1.877.606.7323 (inside USA and Canada)+1.724.776.4970 (outside USA) Fax: +1.724.776.0790 Visit the SAE Bookstore at BOOKS.SAE.ORG 400 Commonwealth Drive Warrendale, PA 15096 E-mail: CustomerServicesae.org Phone: +1.877.606.7323

14、(inside USA and Canada)+1.724.776.4970 (outside USA) Fax: +1.724.776.0790 R-447_Insides.indb 4 8/7/15 9:23 AMv v Foreword .vii Preface ix A Note to Experienced Fleet Professionals xi Acknowledgements .xiii Prologue xv Glossary xvii PART I Introduction . 1 Chapter 1. Opportunities and Strategies Over

15、view 3 Chapter 2. Fleet Opportunities Test .9 Chapter 3. Common Requirements for Success.13 PART II Its All About the Customer . 17 Chapter 4. The Role of the Customer 19 Chapter 5. Defining the Customer .25 Chapter 6. Identifying Your Core Customers Needs and Wants .31 Chapter 7. Background Require

16、ments Indirect Expectations .39 PART III Business Plan Direction 43 Chapter 8. Redefining Opportunities 45 Chapter 9. Effective Goal Setting .53 Chapter 10. A Triple Strategy Approach .61 PART IV Best Practices 67 Chapter 11. Equipment Management .69 Chapter 12. Service Strategies 87 Chapter 13. Cus

17、tomer Experience Management .97 Chapter 14. Relationship and Behavior Strategies 103 Chapter 15. Information and Communications . 111 Chapter 16. Teaming with Customers .121 Chapter 17. Fleet Total Cost Management 129 Table of Contents R-447_Insides.indb 5 8/7/15 9:23 AMvi PART V Supporting Business

18、 Tools 135 Chapter 18. Accurate Equipment Inventory 137 Chapter 19. Accounting and Reporting Instruments 141 Chapter 20. Performance Measures and Benchmarking 147 Chapter 21. Fuel Management and Equipment Scheduling 159 PART VI Integrated Directions .163 Chapter 22. Strategy Integration Review 165 P

19、ART VII Leadership . 175 Chapter 23. Better Decision-Making .177 Chapter 24. Planning and Sustainability 185 Appendix A Individual Performance Report Card .193 Appendix B Leasing versus Purchasing 197 Index . 203 About The Author .215 R-447_Insides.indb 6 8/7/15 9:23 AMvii Foreword I have known Mr.

20、Tim King for over 25 years. He worked for me when I was a manager of a major gas and electric utility fleet. He is an outstanding leader. After I left the fleet business to go into utility operation, Tim became the Fleet manager. With his masters degree in business administration and background as a

21、 licensed mechanical engineer, he has experience in vehicle and equipment design, fleet management, accounting and life cycle analysis, cost accounting, process improvement, labor management, as well as customer service consulting. As I read his book, it reminded me of the history of his management

22、of a large fleet. He has had an outstanding and very noteworthy career. Tims passion is developing and facilitating customer service excellence. I have managed fleet professionals for most of my 30 years in the utility business. As an operations vice president of a large utility company, I would exp

23、ect my fleet professionals to read this book. It has all the information needed to run a fleet organization. I have read other books on this subject, and this is the first one that has a keen focus on operations, cost management, leadership, and customer service. I see this book as an educational te

24、xt for operations management. It should be required reading for any fleet management certification. This book offers a modern addition to the previous books in the industry. The time has come for an updated real-world book that will help fleet professionals excel in their profession. By following th

25、e teachings in this book, they will be thoroughly equipped to create a successful fleet organization. The customer service, business planning, best practices, use of business tools, and required leadership teachings in this text will add to any fleet professionals success in the industry. The books

26、structure and flow of information are exceptional. The seven parts in the book lay out a comprehensive order to follow. The layout also allows the reader to go to individual parts of the book to find specific information and teachings. For example, if I wanted information on business planning and di

27、rection, I would go to Part III, which contains exhaustive information on that topic. Understanding this material would allow me to generate my fleet goals. Finally, a text has been written that will help fleet professionals control costs and increase customer satisfaction! Francis “Frank” P . Gonza

28、les VP , Electric Delivery NV Energy January 2015 A note from the publisher: Mr. Gonzales retired from Nevadas Army National Guard in September 2013 as a Major General, the State of Nevadas highest ranking Guardsman. During his distinguished 36-year career in the military, he rose through the ranks

29、and served a tour of duty in Iraq. Upon retirement, Mr. Gonzales was awarded the Distinguished Service Medal. R-447_Insides.indb 7 8/7/15 9:23 AMR-447_Insides.indb 8 8/7/15 9:23 AMix Preface The provision of specialized complex support functionssuch as vehicle and equipment servicesrelies on a wealt

30、h of ever-increasing technical knowledge and expertise. This technical knowledge is often seen as so instrumental that it frequently distracts from customer service and operations management fundamentals. Add to this the evolution of technology, equipment, and associated requirements are often the o

31、nly changes that are made to the way services are provided. Most organizational and industry change is also driven by this process. The typical internal industry focus of many service providers only serves to perpetuate this limited perspective. While historically well-founded and widely accepted, t

32、hese traditional characteristics preclude a number of undiscovered opportunities, which, combined with a leaders requisite ambition, openness and willingness to change, can enable a service provider to attain a level of success previously unimagined by anyone. This is the subject of this book. Three

33、 aspects of this business model are important for the reader to realize upfront. First, these contents dont detract from the need for technical expertise. Rather, this book assumes that leaders reading this either already possess this knowledge or have easy access to itthrough their coworkers and st

34、aff, or through the proliferation of vendors and other information sources that are readily available today. Second, while aimed at fleet services support, the insights are equally applicable to many of todays specialized customer services, and in many respects, to individuals as well. From fleet se

35、rvices to information technology, this book can provide insight and direction to leaders seeking solutions. Third, for some readers a principal challenge will be to overcome their own preconceptions or biases. These may be regarding the credibility of the opportunities and strategies, perceived limi

36、tations with their own business environment, or just the scope of the change and effort involved. The author can relate. Neither I nor anyone I worked with could have imagined the results we ultimately achieved. So I can fully understand how a reader might react skeptically to what is presented here

37、. There were two principal reasons for writing this book. The first was to present information facilitating both an understanding and an appreciation of the possibilities for success. The second was to provide both a foundation and motivation for the implementation of this knowledge and subsequent a

38、ccomplishment. Regardless of how you apply this knowledge, I hope youll find this book both interesting and informative. Its aim is to provide sufficient impetus to embark on a journey of discovery and successfor you, your organization, and your customers. R-447_Insides.indb 9 8/7/15 9:23 AMR-447_In

39、sides.indb 10 8/7/15 9:23 AMxi A Note to Experienced Fleet Professionals With a text that incorporates phrases such as “breakout opportunities and strategies,” and “a goal to thrive” in the title, I understand that for some readers this may present credibility concerns at the outset. But, these term

40、s are realistic and accurately characterize the subject matter of the text. These concepts are often completely outside ones personal experience, and thus, they may be unfamiliar or just too incredible for some fleet professionals to believe. I briefly considered titling this book Secrets to Privati

41、zing Fleets Successfully. A contrary approach such as this might spark interest where there would otherwise be skeptical disregard. But since my goal is to help struggling Fleets avoid being privatized, my conscience refused to let me do it. I dont want to deceive; the objective here is to help thos

42、e searching for answers find success. It is also to help readers avoid the time and effort it took to identify and then implement these successful strategies. And, I didnt want to have to dumb it down to do it. On the other hand, I recognize that we must all be skeptics. The industry is constantly b

43、ombarded with products and services that claim to produce significant savings or other benefits. It is part of a leaders job to sift through these claims for those that are based in fact, and discard everything else. As a result, this may be one of those cases where the reader would be best advised

44、to read further. If you dont, it could be an expensive mistake - not only for yourself, but also for your coworkers, your customers, and even your organization. This statement may also be hard to believe, but again, its true. How can you judge the merit of these opportunities if you do not know what

45、 they entail - especially if they incorporate best practices with proven results? This is the real deal; if you are up to it, these opportunities actually exist. Once you understand the break out business model presented, you will have the opportunity to judge it for yourself. But this is only the b

46、eginning if you hope to realize the benefits. Incorporating these directions will involve significant challenges. They will require both bold leadership and a long-term commitment. This is to encourage those who might otherwise dismiss this book out-of-hand, based on their skepticism, to continue re

47、ading. Chapter 2 may be of particular interest. It provides a brief questionnaire aimed at quickly identifying opportunities for Fleets. If any are indicated, this book provides answers to how to achieve them. While the concept of a break out business plan to thrive may be a stretch, youll learn how

48、 this can maximize opportunities and success for yourself, your Fleet, your customers, and the overall organization you may be part of. R-447_Insides.indb 11 8/7/15 9:23 AMR-447_Insides.indb 12 8/7/15 9:23 AMxiii Acknowledgements This text represents a sum of the knowledge and experiences of many co

49、ntributors, both internal and external to the Fleet organization. It attempts to capture and share what our Fleet learned during my career for the benefit of others. First, Id like to recognize and thank my wife Christine for her encouragement, support, and endless patience with this effort. I also owe a particular debt of gratitude to Frank Gonzales who as a friend, combined with his leadership, support, and mentorship enabled this knowledge to be gained and implemented, in addition to encouraging me to continue the quest