This quarter our business unit has shown some very impressive growth. Many metrics are improving but we need to focus on increasing spare part sales and decreasing component repair time. Our total sales were $37 million up from $34 million last quarter with $14 million of that revenue coming from spares, down from $16 million last quarter. I am planning a Root Cause Analysis event with the spares group to determine the reasons for this decrease and to develop a strategy for improvement. Our aftermarket repair department generated $21.2 million in revenue, up from $20 million last quarter. Unfortunately, average repair time increased from 7.3 days to 8.7 days. Supplier delays may have accounted for some of this increase but we still need to determine ways to overcome those challenges. One of our most important metrics, customer satisfaction, increased from an average customer rating of 5.8 out of 7 last quarter to 6.3 out of 7 this quarter. I commend each and every one of you on your continued hard work and efforts to make this a world-class support organization. Let’s keep setting the bar high as we move into a new quarter.
Good work, Alan! But I feel as if this message is a part of the speech. It's missing an introduction, even a brief one. Although you commend employees to continue their hard work, it may have been better if you clearly thanked them for the impressive growth. Thanks for sharing!
ReplyDeleteAlan
ReplyDeleteI liked how your message was clear about the actions that need to be taken for results.
I also think that the only thing missing is the "you could have had me at hello"
I liked how you gave such clear explanations of the results Alan. Not only did you list the results, you also explained the reasons for why some performance results declined. This lets the employees know why the performance declines occurred, and gives them a sense that action will be taken to reverse this in the upcoming quarter. Telling employees a plan is in place may help them remain positive.
ReplyDeleteMy only suggestion about the message is to break it up into more than one paragraph. It would make it an easier and more appealing read for those whole like to skim. The message is very numbers driven so adding a few breaks would allow the reader to come up for air and digest what you are saying.
ReplyDeleteAlan,
ReplyDeleteI think it is important how you addressed both the positive and negative results that came out of your businesses most recent quarter. Moreover, I really like how you cushion your negative statements with positive remarks, for example, “Many metrics are improving but we need to focus on increasing spare net sales and decreasing component repair time.” While a company may be doing extremely well in one sector of the business, it is important for employees to be aware of areas that need improvement and you did this successfully.
In my opinion, the most powerful aspect of your message was when you discussed planning a Root Cause Analysis in order to determine reasons for the decrease in component repair time. I think it is important for senior level management to be the drive behind fixing problems and I think that proactive plans set in place by senior level management tends to motivate the workforce. I also think it was professional how you wrapped up your speech by thanking all employees for their continued hard work and efforts.