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Interview with a SOM

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Season 2, episode 7
42 min / Published

In this episode we interview two SOM's (Service Operations Managers) Jennifer Boggs and James Johnson. We gain insight into the role of a SOM and how they interact with our Service Providers and Customers. We also have a great discussion on SLA's (Service Level Agreements) what they are, how that are recorded, and how the performance numbers can be improved. 

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Episode comments

This was a great information source for me as a tech. An eye opener to the working s of the upper echelons and how they affect or performance in the field.  I especially liked the part about being a jack of all trades. Also being the face of coke to the customer.  I know I look forward to helping mine every day, . It's nice when you've a job you happy about getting up and at her. Thanks for your time 

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Thanks for listening and providing feedback.  Thank you for being a huge part of our Coca-Cola family Dave, Brian, Enrique!  (Mike Kachurak)

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22 hours ago, Enrique Esparza said:

Great episode, Damon did an excellent job! 

I agree this is a great episode. I think you should be on a future episode. 

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Really good info. Unless I missed it, I didn't hear anyone speak on the balancing act of inventory size vs fixed right first time. We as technicians can't fix something without correct part but supervision is incentivized to keep inventory cost low. 

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Most all service calls I/we get are closed out quickly, the issues we have are receiving parts from Texas. Freestyle parts #161000 are, sometimes, weeks out. This counts against us. McCann Variety valves are months out also. We do the best we can for the time we have to be indeed helpful to all. Godspeed 

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16 hours ago, Brain D said:

Most all service calls I/we get are closed out quickly, the issues we have are receiving parts from Texas. Freestyle parts #161000 are, sometimes, weeks out. This counts against us. McCann Variety valves are months out also. We do the best we can for the time we have to be indeed helpful to all. Godspeed 

Brian, we did discuss this issue off air. Since the covid shut down, the US supply chain has been greatly effected where we see a delay on parts mainly due to a delay for some components to complete the manufacturing of the part. We should have discussed this in the podcast because another way the SOM's may be able to help is to source a part. If you have a customer down or in desperate need for a part that is backordered, the SOM may be able to source that part in another Service Providers inventory. 

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On 7/20/2023 at 2:41 PM, Jason Dudley said:

Really good info. Unless I missed it, I didn't hear anyone speak on the balancing act of inventory size vs fixed right first time. We as technicians can't fix something without correct part but supervision is incentivized to keep inventory cost low. 

Jason, when we discussed the SLA "Over 36 Hours" Jim mentioned this could possibly be an inventory issue. Combined with a low FRFV that can possibly show high splits due to improper stock on the vehicles. The SOM's definitely are looking for these signs and have discussions with the Service Providers they are aligned with to try to fix the inventory issues on your trucks. 

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You mentioned the Coca Cola Service Station and the LMS, web tips online classes, etc..

Where does a tech find this information.  Some of these things are not provided to us here in Central Alabama.

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7 hours ago, CJK said:

You mentioned the Coca Cola Service Station and the LMS, web tips online classes, etc..

Where does a tech find this information.  Some of these things are not provided to us here in Central Alabama.

CJK,

We have a podcast that describes the registration and use of the LMS, Coca-Cola Service Station, Season 1 Episode 4 - Learning Management system.  Here is the link to the registration page 

https://forms.office.com/pages/responsepage.aspx?id=qyaNVKqM4UmXwqGxoGzDnL7DWQGaQuFBrPMugKb9EXNUQzgyQUdZVjE0MFlXREFBODhOMEYwUVBTVy4u&web=1&wdLOR=c9D6E348C-7111-4FCB-84F0-9925D85E5BCE

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I had a question about keeping track of QSC's. If the system keeps track of when the last qsc was done by the sticker that was charged. Then why is one of the metrics to charge a qsc sticker for every call? If every call must have a sticker charged then how is the qsc performed being accurately tracked. On that same vein, getting dinged for .5 of a decal for not adding it to a return visit. More information on that would be much appreciated thank you and thanks for the great episode.

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EmanR36,

I believe there may be a difference between what is required by Coca-Cola for national accounts and what your service department/supervisor & manager expect from you. I have heard this confusion many times. 

CCNAOU/ national account service calls require the sticker to be used when: if the previous sticker is over 90 days since the equipment was last serviced or if the work order specifically states to perform a QSC.  The work order says this because the system does not see a QSC was performed on the equipment within the last 90 days, normal due to not seeing the part number of the sticker being used in the last 90 days. 

The confusion may arise from Supervisors/Managers creating their own process for the use of the QSC decal. Many in management set a requirement that every call must have a qsc decal written off during service so that there is no way they can not meet the requirement.  If every call uses a qsc decal than you have to score a 100% on the qsc decal requirement. This would be a local requirement set by your supervisor/manager which I would recommend having a discussion with them to ensure you understand their requirement for the use of the qsc decal and follow their local process, but for the SLA numbers that you are judged by CCNAOU, it is only held against you if you do not apply a decal when the call says perform qsc, no matter what the previous date was or if the current decal is outside 90 days. 

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20 hours ago, SIP Training said:

EmanR36,

I believe there may be a difference between what is required by Coca-Cola for national accounts and what your service department/supervisor & manager expect from you. I have heard this confusion many times. 

CCNAOU/ national account service calls require the sticker to be used when: if the previous sticker is over 90 days since the equipment was last serviced or if the work order specifically states to perform a QSC.  The work order says this because the system does not see a QSC was performed on the equipment within the last 90 days, normal due to not seeing the part number of the sticker being used in the last 90 days. 

The confusion may arise from Supervisors/Managers creating their own process for the use of the QSC decal. Many in management set a requirement that every call must have a qsc decal written off during service so that there is no way they can not meet the requirement.  If every call uses a qsc decal than you have to score a 100% on the qsc decal requirement. This would be a local requirement set by your supervisor/manager which I would recommend having a discussion with them to ensure you understand their requirement for the use of the qsc decal and follow their local process, but for the SLA numbers that you are judged by CCNAOU, it is only held against you if you do not apply a decal when the call says perform qsc, no matter what the previous date was or if the current decal is outside 90 days. 

That makes sense. Thanks for the extra info much appreciated! 

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