Are you a modern shop using up-to-date tools, Consistent Improvement Procedures (CIP), and behavior sales techniques? Or could a grumpy bicycle mechanic, with basic hand tools and two years of experience, take over for your current service personal?
I asked the owner of a small shop and the CEO of a big business the same question: Do you have any data on the quality of your assemblies or repairs? Can you tell me the tension of any bolt, spoke, or cable on any bike? Do you have any data? Peoples lives and the liability of your business are affected.
I was told ” it takes too much time.”
Takes too much time to do things right the first time is what they were really saying. The big and small businesses both spend more time having second mechanics inspecting an assembly or repair. Then they spend more resources to have a final tune before the bike goes out the door. A bike built correctly the first time does not need two additional mechanics working on it. It takes a third of the time correctly build a bike than it does to rebuild it. Plus the customer gets to stand around and wait.
This is one example of Beliefs wasting resources, increasing liability, and not taking care of the customers experience.
In The Bicycle Guilds training, we use progressive problem solving methods in our staff engagements to ensure that the positive changes we model out, become a reality.
When change takes place, it is because the personnel take charge of growing the business. We supply the knowledge for change; staff embody the change for greater success.
The problems that exist on the service center need to be understood and solved at the shop floor. Seldom do service staff get to stand and look at the whole system they are part of. With careful guided observations staff can become mindful of where wasted energy is happening, and what value can be added to service.
That is another area to think about.
Christopher Wallace
bicycleguild 