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To read all the comments on how to improve P4P click here

 Whirlpool response:

Dear USA Members

Recently we  had the opportunity to consult  with the USA leadership team in regard to the Whirlpool Pay-For-Performance or P4P program.  The following is an overview of these discussions. 

Initially, we would like to take the  opportunity to thank the USA Leadership team who conducted a “P4P Survey” to obtain the voice of all of it’s members, and to you, for taking the time to respond.  These results have provided us invaluable feedback for this program.  Yes, we are listening, and have made changes to the P4P program.  Before we speak to these changes, please allow us to share with you a national snapshot of the P4P metrics in various ways.

Following is the total of Independent Service Providers by “type” who have achieved all 4 metrics and subsequent bonus pay-outs.

 Earned Bonus At Least One Time                           Q1                         Q2

Average Days No Parts

Average Days With Parts

Average Parts Quantity

Repeat Calls Within 90 Days

You will note, the Whirlpool Service network is achieving many of these goals, and improving over time.

Reviewing some of the key survey results and comments:

For clarification, Whirlpool created the P4P Program in response to repeated requests from the service industry for an incentive program that rewards higher performing Independent Service Contractors (ISC's) and to provide them with the ability to review their performance, so they can improve their businesses.  The program also serves as an incentive for lower performing ISC's to be accountable for their performance and use the performance data to improve.

As we look back during the implementation of P4P (Jan 2009), this program coincided with the decision, by Whirlpool Corporation, based on current industry economics, to not provide  a Warranty Rate increase going into 2009.  P4P was never intended to replace a Warranty Rate increase, but rather to provide the Authorized Service Provider the opportunity to realize additional monies based on successful achievement of the four service performance metrics.  

The monthly scorecard reports the ISC's performance against the P4P Performance Metrics for the district, and serves as a tool for Whirlpool's DSM's (District Service Managers) to guide and facilitate performance improvements for  service companies in their districts.  In some cases, the results have highlighted areas of needed technical training or the importance of accurately filing  claims.   As ISC's improve their operations, consumers benefit through improved service cycle times (the time it takes to complete a repair) and dealers experience better service levels for their consumers – Win-Win.  In addition to the opportunity to earn a bonus, ISC's are finding that increased efficiencies and higher customer satisfaction improves their company's bottom line.

The results so far have been positive.  In fact, during the first six months of the program Whirlpool has seen monthly improvements for three of the four measures, and steady performance on the fourth.  Whirlpool  welcomes  feedback from the Whirlpool service network, the District and Region Service Managers, and has added improvements in response to the comments and questions  received. 

For example:

1. Friendlier format for the e-mailed scorecard - the new version is printable, and may be copied and pasted into other applications so owners and managers may share results with their technicians and office personnel.
2. Faster reporting cycle - servicers are now receiving their scorecards within 10-12 days after the reporting month's end
3. Implemented reports in Service Bench so that ISC's may view the claim detail that was used to calculate their scores

Probably the most notable change was implemented just recently, when the 3rd Quarter District Performance Metrics were relaxed to enable even more service companies to earn the bonus.

In closing, Whirlpool Field Service would like to thank each of you for your interest in the P4P program, and taking the time to provide constructive feedback. Please take advantage of the variety of service management and technical training programs offered by both USA and Whirlpool Corporation, while taking the time to reach out to your local RSM, DSM or USA Leadership team .

Regards

Edward Dee
Business Manager
Industry Liaison/Trade Groups

Kenmore Cross Reference table from Appliance 411.com

The Kenmore product line is made for Sears by the leading appliance manufacturers and branded with the Kenmore name. Sears does not manufacture any products themselves.

You can determine the manufacturer of your particular Kenmore appliance by comparing the model number prefix (first 3 or 4 digits of the model number before a dot or space) with the table below. (Eg. 110.20622991  or  110  20622991)

This model number will usually only appear right on the appliance's identification tag (as pictured above) and will NOT usually be listed in the owner's manual, bill of sale or on the energy guide label.

Any printing on the front of the appliance (eg. "Series 70", 80, 90, "Kenmore 20", "Elite", "Deluxe" or "Heavy Duty", etc.) is not the model number but is just a marketing name which is not usually of any help in identifying the appliance you have.

HELP WANTED

...... we are looking to hire some technicians who are wanting
to get out of the truck for our tech line in Augusta, GA.  Someone with experience that is interested in assisting & teaching technicians over the phone. Often we get folks who are excellent technicians who have worn out knees and backs from bending behind products all day every day. Physical ailments are not a requirement, however unlike any other technical job they are not limitations. Think about the best tech line agent you've ever talked to... that's who we want to hire.Call 

Scott Harder, Electrolux Major Appliance National Service Manager
6614 S 325 W, Ft. Branch, IN 47648, Office:  812-753-5896

Pay for Performance Program USA Satisfaction Survey

Take the survey click here now

In January 2009, Whirlpool implemented the Pay for Performance Program (P4P). This program is designed to financially reward warranty service providers for meeting and exceeding four key performance indicators (KPI’s) as averaged in each geographic district. The end goal is to improve the overall warranty experience for Whirlpool major appliance owners.

The 4 KPI’s are:

1. Average days for completed service cycle time with no parts required.
2. Average days for completed service cycle time when parts are required.
3. Average quantity of parts installed when parts are required on a given product.
4. Percent of repeat repairs within 90 days on a given product.

“If your company is authorized to provide warranty service on the Whirlpool products, please take our 3-5 minute short survey. The more survey response we can collect the better evaluation of the program we will be able to construct”, said Landers.

United Servicers Association has received several questions and comments regarding the Whirlpool P4P Program. In an effort to gather some data regarding the program, we are asking for your feedback if your company is part of the program. This survey is short and should take less than 3-5 minutes to complete.

click on this link to take the survey now 

http://www.zoomerang.com/Survey/?p=WEB229AQH6TEJW

WC Woods, U.S. and Canadian maker of upright and chest freezers branded WC Woods AND private labeled to every major appliance brand in North America, has today sought bankruptcy protection in Canada and Chapter 15 bankruptcy protection in the United States,
so says The Record of Ontario, Canada.

Sub Zero endorses Lokring as alternative sealed system procedure For some time now we have been working with Bill Osborn and Mike Staats of Lokring to evaluate the equipment, technique and process as it pertains to sealed system repairs with our equipment.

There are applications (High rises, apartment buildings, etc.) that restrict the use of torches within the residence thus making standard system repairs burdensome.  Lokring does provide a solution for this type of repair.

We feel confident that Lokring will work with our product and therefore endorse the use of Lokring as an acceptable alternative for sealed system repairs.  At this time we are not planning on distributing any of the tools or accessories and supplies but will provide an allowance for any materials used under warranty.  Please contact your Regional Service Manager for more details on this allowance.  Also, you will have to contact Lokring direct to find suppliers of their products @ www.lokringusa.com or 863-733-9013.

PSA / USA National Joint Convention

 “Appliance Service Training Institute (ASTI)” 

Announces Mr. Appliance as the Platinum Sponsor   

May 6, 2009 – Dean Landers, President of the United Servicers Association and Don Holman, President of the Professional Service Association jointly announced that the platinum sponsor for the 2010 PSA / USA National Joint Convention the “Appliance Service Training Institute” (ASTI) will be Mr. Appliance^®, North America’s leading appliance repair franchise system. “We are delighted to have the support of Mr. Appliance, which is owned by the Dwyer Group. Their sponsorship of the ASTI conference clearly indicates the value of the conference and their commitment to a robust service industry,” explains Landers.

“On behalf of the Mr. Appliance team we are very proud to be the Platinum sponsor of the ASTI in 2010. The Professional Service & United Servicers Associations provide valuable leadership in education of the repair service industry and we are already looking forward to the next conference,” says Doug Rogers, President of Mr. Appliance.

The 2009 USA’s SRC convention was recently held at the Hotel Anatole in Dallas and was attended by nearly 350 service professionals as was PSA’s NASC held recently in Phoenix. The 2010 ASTI will be held in Florida and is expected to continue to draw service professionals from across North America.

&

JOIN FORCES FOR A NATIONAL JOINT CONVENTION

  "APPLIANCE SERVICE TRAINING INSTITUTE" (ASTI)

An agreement was reached today by the board of directors of the Professional Service Association and United Servicers Association to hold a PSA / USA National Joint Convention the Appliance Service Training Institute (ASTI). This premiere training and technical convention will be held in Orlando in February 2010.

“During this economic crisis the appliance service industry is aiming to lower costs for servicers and manufacturers by holding one super convention”, explains USA’s President Dean Landers. “By focusing on only one event to attend next year both manufacturers and service providers will benefit from significant savings in 2010,” says Landers. “PSA and USA will combine programming to carefully plan informative sessions and a trade show presented by industry leaders. Sessions will showcase new products and provide technical training, professional development, certification and service business management. This PSA / USA National Joint Convention will serve the needs of industry professionals and educators alike,” stated PSA president Don Holman.

Technical training will be provided at the PSA / USA National Joint Convention by Whirlpool, Electrolux, General Electric, Bosch, Sub Zero, LG Electronics, Fisher & Paykel, Viking, Samsung, Speed Queen, U-Line, Dacor, Scotsman and Lokring Corporation.  With over 50 exhibitors for the trade show portion of the convention, ASTI will offer specialized training and unique networking opportunities for everyone in the service industry. More details will be made available at http://www.asti.us as planning for the convention continues.

CALCULATE YOUR COST OF DOING BUSINESS REGULARLY!!

Do you know your Cost of Doing Business??     Find out how easy it is to calculate using the USA easy calculator click here.                                             See the latest cost of doing business in your state from CNBC  click here.

ORDER FLAT RATE GUIDE

The SRC09 in Dallas Texas was an overwhelming success, over 350 service professionals came together to build their confidence through knowledge for success. Read the press release here.

Maytag Corporation of Newton, Iowa, is recalling about 1.6 million refrigerators due to an electrical failure in the relay - the component that turns on the refrigerator's compressor - that can cause overheating and pose a serious fire hazard. For more information, consumers can call Maytag toll-free at (866) 533-9817, or visit the Web site http://www.repair.maytag.com.

Letter to the President

Twenty-five state energy agencies, utilities, and energy non-profits signed onto this letter sent to the president February 17, 2009 commending him for his very public push to expedite appliance efficiency rule making, but also to remind him who will be blocking any possible retreat. Click here to read the letter

Dacor Service/Customer service

From a recent post onwww.applianceadvisor.com

I am very disappointed with what seems to be going on at Dacor.  A few years back we saw them scale back all their multi-year warranties to one year across the board.  Soon after we are told that Dacor wants to sell service contracts directly from Dacor (Dacor Ease).  Most recently we as servicers are told that no consumer can call us directly for warranty service, that the consumer must call Dacor and Dacor will prediagnose and dispatch the job directly. I talked to a customer service rep the other day to go to bat for a customer that was having trouble with her 14 month old Dacor and was looking for the factory to step up and provide an authorization.  The factory stance was that she had the opportunity at  the time of sale to buy an extended warranty from Dacor and declined so therefore she was on her own.  The rep repeated things like we are trying to stay in business, we are not a big company like Sub Zero (which would give away the farm).  Bottom line is she bordered on rude and inflexible to someone that just spent 4000.00 and now is telling her to take a hike. I add these events up and wonder what the future holds for Dacor?

Announces Service Professional Seminars 

Whirlpool has a great opportunity for technicians in need of training on current Whirlpool/Maytag laundry, kitchen and refrigeration products.  Whirlpool will be holding week long training seminars in various locations, at a reasonable cost, all with-in driving distance.  The week long courses will be perfect for any technician, experienced or not, who needs a little help with their understanding of the current Whirlpool/Maytag products.   

Whirlpool spring training schedule click here

Whirlpool's Service Matters.com schedule

Cycle time scores reap Whirlpool  warranty rate increases for some companies read more

BSH Home Appliances to sponsor the SRC09 again for the 6th straight year in a row. Special thanks to Dave Brightman for once again supporting the independent service provider by sponsoring the SRC and providing technical training on the Bosh, Thermador and Gageneau product lines.

Tip of the week........

These courtesy of :J.D. Moss, Service Manager, Guinco Service, Texas

FROM JON PETRANEK: Did you know studies show that 93% of people with front loading high efficiency washer use too much soap? How to tell if you are using to much soap? Good question. Do your children look like Laurence Welk and the bubble machine when the play out door activities? Does your husband suds up when mowing the grass? Then you may be using too much soap. The most amount of HE soap (the preferred soap by manufacturers) you should use on the largest load is four table spoons, the 2x concentrate you should only use two table spoons, and on the 3x concentrate even less. I hope this helps in doing a better load of laundry, and save you money in soap, and also help prevent other people from laughing at your kids and spouse.

FROM MIKE MARK:  Slow ice production may be due to a dirty or old water filter. When replacing the filter on refrigerator or ice maker it is always a good idea to write the date on the filter with a permanent marker this way you can check to se when it was installed, use day light savings to check your filter as you are checking those smoke alarms, don’t always go by the filter alarms or filter reminders for these are not always correct severe weather can cause them to some times reset..

FROM JOE COPELAND:  It seems that everyone these days is trying to become more efficient.  The kitchen is no exception, there are several ways you can reduce the energy cost and increase the life of your appliances. Your oven for example, a torn or poorly sealing door gasket can allow heat to escape into your kitchen, increasing cooking times and making your air conditioner work harder too. Also, try to avoid opening your oven door while cooking, it can decrease oven temperatures by 25 degrees or more. If you are only preparing small meals, try to avoid the oven, use a grill, microwave or stovetop instead. A microwave generally uses 50% less energy than a conventional oven. Making small changes in your cooking habits and ensuring your oven is working properly can go a long way.

FROM RON SZULWACH:    Soap usage for D/W, Manufacturers says your water temp should be at min 120 degree’s at the start of the washing process. This is to allow for all detergents to dissolve properly.  Also you do not need to fill your soap cups to the top, more soap does not mean cleaner dishes (see your use and care guide for soap usage based on water type). In fact over soaping can cause a milky/cloudiness to form on the dishes. If you don’t know you water hardness, start with a half cup full of a soap, and adjust according to the results.  Also remember to use Jet Dry in your dishwasher. This will help to keep strikes from forming and will aid in drying of dishes.

Appears if you have 15 or more employees you will be giving paid family leave whether you want to or not.

http://online.wsj.com/article/SB122705204552339149.html?mod=dist_smartbrief

SRC09 moves to Dallas partnering with Brand Source more

August 12, 2008 – USA strikes out on their own – again!more