Committee on Excellence Releases Task Force Reports
on Improving Consumer Satisfaction
The Go RVing Committee on Excellence released
the final reports of its five task forces that studied consumer
satisfaction this week. The 40-page publication is divided into five
sections covering the work of each task force: Customer Warranty;
Industry Communication and Support; Industry-Wide Training; Product
Quality; and Replacement Parts Availability.
Associations with members participating in the Committee
on Excellence and its task forces are: RVDA; RVIA; National Association
of RV Parks & Campgrounds (ARVC); and RV AfterMarket Association
(RVAA).
Look for your copy in the mail
soon. This is also a PDF of the full report at the
end of this summary.
Each task force developed solutions to common, and in
some cases, long-standing barriers to RV customer satisfaction. The
reports identify the root causes of problems within each task force's
specific area of responsibility and provide potential solutions to these
problems.
Highlights of the reports
include:
Replacement Parts Availability Task
Force
-
Parts numbering/manuals/barcoding –
recommendations for parts identification
-
Parts inventory – recommends strategies for
frequently used parts
-
Plus recommendations on parts obsolesce, parts
delivery, and more
Customer Warranty
-
Warranty information – recommendations for
online access
-
Warranty authorization – recommendation on
turnaround time
-
Plus recommendations on improving the speed of
warranty repairs for customers
Industry Communication and Support
Industry-Wide Training Task Force
-
Launched
www.rvtrainingcalendar.org
in May 2007 to serve as the RV industry's one-stop resource for all
types of employee training
Product Quality
"We believe these reports are a very powerful tool that
industry members can use to improve customer satisfaction at their
respective companies and organizations," said Committee on Excellence
Co-chairmen Marty Shea and Jim Sheldon, in a joint statement. "The
reports are a tremendous benchmark for measuring individual operations
and procedures, as well as a very informative guide detailing how best
to improve our customers' experiences."
Task force chairmen are: Ellen Kietzmann, Customer
Warranty; Stan Sunshine, Industry Communication and Support; Bruce
Cooper, Industry-Wide Training; John Thompson, Product Quality; and
Debbie Brunoforte, Replacement Parts Availability.
"We commend the efforts of all the dedicated volunteers
who served on these task forces and extend our sincere gratitude to them
for the time and effort they invested in examining the complex issues
affecting customer satisfaction within the RV industry and developing
potential solutions," said Shea and Sheldon.
RV Executive Today and RV Technician magazines will run
excerpts and reactions to the report in upcoming issues to keep the
recommendations in front of dealers and the industry throughout
2008.
Full Task Force Reports on Improving Consumer
Satisfaction (PDF)
