CODY, WY – January 7, 2015 – BEI Services Inc., one of the companies at the forefront of assisting dealerships enhance its service operations, and ENX Magazine have partnered to recognize service excellence in 2015. After helping dealerships improve for more than 20 years by focusing on imaging device and technician performance benchmarking, BEI Services is launching a new initiative to honor those dealers whose service levels excel compared to their peers.
BEI Services is looking to do something completely different than what others in the industry have done before when it comes to service recognition programs.
“Most programs are well intentioned, in that they work to recognize dealer service organizations that provide outstanding service,” explains Wes McArtor, president of BEI Services. “As an objective observer, I have to ask; how is it possible that there are dealers that consistently win recognition, while key performance metrics would say they shouldn’t? How is it possible that only one company in a market area is the only ‘good’ one? How is it possible that a truly ‘good’ dealer gets no recognition?”
Those questions lead to more questions. Most importantly, “How are they measured, if at all? In addition has anyone published the criteria for how a dealer is recognized to ensure the award is earned and not bought?”
BEI Services and ENX magazine’s Office Technology Service Excellence Award will change that. Top award winners will be featured throughout 2015 in ENX Magazine.
“This award will recognize dealers whose service performance meets, or exceeds, specific and clear measurable goals for machine and technician performance,” states McArtor.
BEI Services’ process for determining service excellence centers on performance analytics, including historical service data to document the quality of service provided by each participating dealer. The ranking and grading process uses BEI’s proprietary database of performance statistics to ensure each participant is evaluated fairly and uniformly. It is open to all dealers using a supported ERP platform for managing its service operations, or can provide BEI Services with the data in the appropriate format.
Dealers do not have to be a BEI Services customer to be considered for an award, and will be evaluated at no cost. Additionally, both the dealer and individual technicians will be recognized for meeting each level of service performance.
McArtor expects this to become an ongoing program. “As each dealer achieves a certain level or scores higher, they’ll move up to another award level. BEI Services will certify them, making sure that the data is correct. From that point forward we will monitor the dealer’s performance and immediately recognize when the dealer has achieved a higher award level. Otherwise they’ll be evaluated on a 12-month anniversary and they’ll get a new award that’s based on the given performance level,” explains McArtor.
BEI Services will follow a similar approach with technician awards.
“This is a game changer for the industry because no one has ever done an objective job of measuring criteria and certifying that this dealer has done a good job. Without national statistics you don’t know what good looks like. Every other award program relies on too much subjectivity, which in my opinion allows for bias. This is totally objective and recognizes your performance compared to your peers as excellent.”
In an industry where the differentiation between one OEM’s products and another’s are minimal at best, the differentiator for the dealer in his marketplace is the performance of the service department.
“If we can use a program like this to draw attention to what a well run service department looks like and what’s required, I think we can have a substantial impact on the dealer’s profitability and the industry as a whole,” concludes McArtor.
BEI Services, Inc.