Striking new ground, this is a definitive book for fleet leaders seeking to reach their full potential. It reveals critical insights, and dispels common misconceptions that typically limit customer service success. Introducing new directions and requirements, it enables low costs and exceptional service quality, being both the “best” and your customers’ “first-choice” service provider, and achieving win-win results beyond all expectations.
This book presents the knowledge necessary to thrive in today’s competitive business environment.
Fleet Services: Redefining Success presents:
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A customer-driven back-to-basics approach identifying new requirements and opportunities
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A hierarchy for success that redefines goals, objectives, and resulting opportunities
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Proven best practices and associated business tools facilitating this new-found sucess
The author has included a simple Fleet Opportunities Test identifying potential opportunities, and an Individual Performance Report Card adding significant value and capabilities to existing employee performance appraisal processes.
This is the only single-source book of its kind that brings together the interests of fleet managers and their customers to achieve a higher level of business performance.
Foreword
Preface
A Note to Experienced Fleet Professionals
Acknowledgements
Prologue
Glossary
Part I : Introduction
Chapter 1 : Opportunities and Strategies Overview
Chapter 2 : Fleet Opportunities Test
Chapter 3 : Common Requirements for Success
Part II : It’s All About the Customer
Chapter 4 : The Role of the Customer
Chapter 5 : Defining the Customer
Chapter 6 : Identifying Your Core Customers’ Needs and Wants
Chapter 7 : Background Requirements - Indirect Expectations
Part III : Business Plan Direction
Chapter 8 : Redefining Opportunities
Chapter 9 : Effective Goal Setting
Chapter 10 : A Triple Strategy Approach
Part IV : Best Practices
Chapter 11 : Equipment Management
Chapter 12 : Service Strategies
Chapter 13 : Customer Experience Management
Chapter 14 : Relationship and Behavior Strategies
Chapter 15 : Information and Communications
Chapter 16 : Teaming with Customers
Chapter 17 : Fleet Total Cost Management
Part V : Supporting Business Tools
Chapter 18 : Accurate Equipment Inventory
Chapter 19 : Accounting and Reporting Instruments
Chapter 20 : Performance Measures and Benchmarking
Chapter 21 : Fuel Management and Equipment Scheduling
Part VI : Integrated Directions
Chapter 22 : Strategy Integration Review
Part VII : Leadership
Chapter 23 : Better Decision-Making
Chapter 24 : Planning and Sustainability
Appendix A : Individual Performance Report Card
Appendix B : Leasing versus Purchasing
Index
About The Author
