FIELD SERVICE
NEWSLETTER September/October 2023
TEAM UPDATES QCD Minneapolis, with the help of Field Service Supervisor, Chris Hebb, hosted an open house for our Chick-fil-A customer. All 22 operators and multiple CFA support staff associates were invited with a total guest count of 20. Discussion was led by GM Josh Smith and Chris Hebb and detailed QCD’s processes, a walk-through of metrics used to gauge success both internally and externally, and concluded with a tour of the
FIELD SERVICE NEWSLETTER TABLE OF CONTENTS Team Updates Highlights Field Service Spotlight
facility, its assets, and the associates that help it run. Focus area for all DC is enhanced market partnership. While this was the first of its kind in terms of welcoming operators in masse to Minneapolis, the field service team will continue to plan and schedule visits for our customers in all DCs. Special thank you to the operators and team members that were able to attend the partnership is valued.
Partnership in Action What’s Next
PARTNERSHIP – VALUE – CUSTOMER FOCUS – EXCEEDING EXPECTATIONS – TEAMWORK - COLLABORATION
HIGHLIGHTS 340+
FIELD SERVICE CI SUPPORT The field service supervisor Chris Hebb supported the rollout of Samsara to several markets (Dallas, Minneapolis, and Indianapolis). By becoming a
RESTAURANT VISITS
systems expert on Samsara, Chris helped all
restaurant visits completed in September & October
supervisors and drivers integrate the new Samsara ELD into their daily workflow. All of field service has been trained on Samsara tracking to update customers on deliveries and conduct driver observations.
What is Samsara? Samsara serves as our integrated solution for
CUSTOMER ENGAGEMENTS
coordinating transportation teams throughout our
During national driver appreciation
network. This tool is utilized for Dashcam Safety, ELD
week Salt Lake City received
Drivers HOS, Route Tracking Plan versus Actual,
recognition for Driver of the Year. Tim
Maintenance, Documentation, and serves as a significant
Engelke was presented the award by
source for a variety of our transportation reporting and analytics.
Jamie O from Chick fil A supply. The level of service Tim provides in the Idaho market goes over and beyond.
EYES ON THE VETERANS
The partnership with CFA during this week was amazing in all DCs.
Thank You to all the veterans within our
organization and are customers. Two Field Service team were recognized in Atlanta their years of service while serving our country.
PARTNERSHIP – VALUE – CUSTOMER FOCUS – EXCEEDING EXPECTATIONS – TEAMWORK - COLLABORATION
SPOTLIGHT
HIGHLIGHTS: Darwin supports the San Antonio and Dallas markets he has been with QCD for four years and was recently promoted from Ops clerk to field service representative last October. Recognizing Darwin Mercado for his tremendous leadership and support of the QCD brand. Each field service representative always strives to provide exceptional service, Darwin this past couple of months has been recognized not only internally for his outstanding work, but externally by the customers. “I just wanted to call out how impressed I am with the way you've been able to build trust and relationships with the San Antonio market.” “Thanks again Darwin for the level of effort and intentionality you've put into building these relationships with the market.”
Darwin Mercado
PARTNERSHIP IN ACTION
Making Safety a Priority
Field Service would like to recognize driver and warehouse associates that continue to do great work and allow the field service team to keep their promises to the customer. This is a way to recognize our QCD associates that continuously go above and beyond. Warehouse Lead Brandon Hagedorn received praise for his efforts in QCD Indianapolis as he has helped run shifts and lead his team in getting work done safely and efficiently. Brandon is a tremendous help with customer service by helping will calls get completed, performing audits of product, and learning more about the customer to better serve them and QCD. Driver Sean Eckman was recognized last month for going above and beyond when servicing his customers at time of delivery out of the Denver facility. He showed tremendous leadership, going out of his way to help his customers helping check in their order and going over and beyond. He is responsive to the customer and represents QCD very well.
WHAT’S
Complete courses through GSF University
Interdepartmental Collaboration Wiring
NEXT…
Holiday Focus
Lates Reporting & Trending
What the team will focus on over the next two months:
Finish Chick-fil-A Restaurant Shadowing Roll-out QCD Customer Portal Mobile App
Restaurant Opening Experience Design QCD Calendar with Contact Information
PARTNERSHIP – VALUE – CUSTOMER FOCUS – EXCEEDING EXPECTATIONS – TEAMWORK - COLLABORATION
WHAT IS FIELD SERVICE? • • • • •
Performs restaurant visits 2x annually Maintains high after visit survey scores After customer escalation resolution support Identify trends with customer opportunities New restaurant opening ownership
• • • • •
Customer KPI reporting Restaurant credit analytics and follow-up SWAT support (initiatives, launches etc.) Delivery observations Restaurant & driver recognition
Current Facilities Headquarters Future Expansions
CHRIS HEBB Field Service Supervisor Indianapolis & Minneapolis
STEFFANIE BLOUNT Field Service Rep Las Vegas & Phoenix
JASSY ELIE
KENYA SUMMEROUR Field Service Rep Miami
Field Service Lead Orlando
SACY VU
JAMES SEARS Field Service Rep Charlotte
Field Service Rep Denver
CHRISTINA ALCALA Field Service Rep Fontana
Shannon Dominguez Field Service Rep Suffolk
DARWIN MERCADO Field Service Rep Dallas & San Antonio
PARTNERSHIP – VALUE – CUSTOMER FOCUS – EXCEEDING EXPECTATIONS – TEAMWORK - COLLABORATION