By Brian Birch, CAE
As with any major business process, data management for service verification requires strong focus and attention to detail. Creating a systematic approach and self-auditing process for essential policies and procedures is vital to long-term effectiveness, quality, legality and usefulness of the data you collect.
Often, your data will come from many sources, so the visual above is designed as a sample process map. Train your team on each element and why it matters to the health of your company. Understanding the entire ecosystem of service data is critical to becoming a best-in-class snow verification organization.
. Document services and situations out in the field (via paper or electronic) by crews. Essential data collected can be used for billing, risk management, and production improvements.
. Verification of service data is essential documentation for legal protection and timely billing and payment.
. This is time-stamped, irrefutable evidence of service and/or specific variables or conditions for liability protection and service verification.
. This provides tangible benefits related to risk, route and fleet management.
Customer reporting requirements. Many larger/retail customers are building proprietary apps or using third-party software vendors to capture service documentation from their service providers.
Third-party weather verification. This information is critical for bidding and is an industry best practice for verification of snowfall totals and other critical, geo-specific weather information.
. Data transferred or entered into these types of systems is critical verification data that should be accessible and available to your company.
. Customers requesting additional or cessation of services, complaints and other email instructions constitute the “in-writing” portion of many contract stipulations and should be governed by the same principles as other verification information.
Tear & Teach Pullout
The September Tear & Teach offers a checklist for site engineering best practices, which is a key first step in the verification process. Download it here
Brian Birch is chief operating officer of SIMA. Contact him at firstname.lastname@example.org.