Business Decision Making Project Part 2

Business Decision Making

Leo & Jessica Rodriguez

QNT/275

October 13th, 2016

Eric Godat

1

Business Decision Making

4

The Rush Truck Centers is a provider for the commercial vehicle industry. We provide customers an integrated, one-stop approach to the service and sales of new and used heavy- and medium-duty trucks, aftermarket parts, service and collision repair capabilities, and a range of financial services including financing, insurance and leasing and rental options. We are across the country and we have expanded rapidly.

Some of the responsibilities included to pick up and delivers parts to customers, wholesale accounts, suppliers, and coordinate any last minute pick-ups or deliveries. Assist with pulling customer order(s) when requested; verify that invoice matches purchase order for each pick-up. Check payments received with the invoices for each delivery. Keep accurate log of daily deliveries and pick-ups and help with stocking and posting orders when they arrive to expedite delivery to shop technicians and retail accounts. A lot of internal responsibilities were taken in place and it was challenging when you have to be out on the field at times.

One of the main issues we had at this company was the high demand in the commercial vehicle industry the allocated time for a driver to perform all his duties in a satisfactory manner. The time frame or expectation is not sufficient, potentially neglecting safety and loss to the company by not being able to meet customer demand or request. 30% of the times we had to drive customers to outsource other companies to purchase the goods need to get the job done and meet our job responsibilities. It was challenging and most of the time we had to work 12 to 14 hour shifts 5 to 6 days a week. With working long shifts, the focus was not the same and multitasking was harder to be able to keep up with. Not to mention, having a small staff did not make the job easier. Every day was a different issue or request with the customers and we had to wear multiple different hats and at all time have a positive and great customer service.

One of the research variables we believe is affecting the company is the time frame. We would want to know in detail what is causing the delay on meeting the expectations or not meeting the customer’s request. One potential solution could be looking how much income we are investing in our employees on the overtime rate and potentially hire more employees and be able to meet deadlines. Hiring more employees could increase the productivity level and we will have better quality work. Customer service is a priority and is what increases our business and sales. The customer service has not been the greatest the last 3 years and we have lost sales because of the lack of time frame. Complains from the customers have increased and we have discovered this is also affecting our sales. Larger competitors have promised customers better time frames and a better rate.

One way we would like to compare the sales if either they have increased or decreased is by pulling up a report for the last 5 years and from there determine the actual data if we are being affected in a negative or positive manner. Another idea we have is the number of accounts each employee is handling and compare to the number of accounts getting handled the last 5 years. The profit we are making needs to be analyzed weekly and by the end of the month determine any lost or increased revenue. Communicating this information to the team members is crucial and we need to make sure as a team we receive support from everyone and we try to turn over any lost profit. Having bi-weekly meetings and making sure this is getting communicated in a positive matter will make the team members work in a more productive attitude and will be better assisting the customers and meet the expectations in a positive way. One last strategy we had is also requesting feedback from the customers. Knowing what we lack or don’t lack is important to be communicated and we will better assist the customers if we know what we need to work on as company. One way of knowing this is having the customers fill out a survey and display the answers in a data graph. By having a data graph we will know exactly what we need to work on and if a pattern is consistent we would be able to address the issue better.

Pulling reports and having the exact numbers physically will help us determine if the data is valid. The actual income at the end of the month will help us know where we stand quarterly and yearly. We have monthly, quarterly and yearly goals and with the collective data received we will be able to determine where we stand from a financial point. Financially we need to make sure we are on the positive side vs the negative and be able to make decisions sooner than later to be able to avoid a negative impact towards the company. If a negative impact is taking in place towards our company, we want to make sure we take the correct measures to fix this and be able to increase our revenue and be able to meet our financial goals. Working as a team and with every department would help us determine the correct measures and be able to be proactive on any last minute scenarios.

Actual Sales for 2013-2016

2013201420152016

2,345,123.00$ 2,896,234.00$ 2,456,789.00$ 1,760,674.00$