Whirlpool Distributing January Pay for Performance Scores

Whirlpool has distributed January scores for the Pay for Performance (PFP) warranty rate incentive program.  If you have not received your scores please contact your Whirlpool Field Service Representative (FSR).  FSR contact information is available at www.servicematters.com and by clicking here.

Take the time to review you scores.  Pay particular attention to your Average Days of No Parts and Average Days of Service with Parts.  Many companies are finding these scores to be unexpectedly high.  There are a number of possible explanation and below are some examples:

1) You may not be performing as well as you think.  One of the benefits of this program is that it forces companies to pay attention to areas of the business that may have gone previously overlooked.  For more information on how to improve in this area please see the December 23, 2008 edition of The Expert Edge.

2) You may have keyed in a service request date or call completed date incorrectly.  Go into Service Bench and review all of you January claims to see if there is a logical explanation.  

3) With the holidays just behind us it is not uncommon for a call to have been received before the holidays and completed after.  Other instances might be vacations, business travel, etc.  This can greatly extend your days of service.  Counsel your claims entry people to be mindful of this and consider using the date that the customer calls back to schedule the call as the call received date.

Remember, scoring above average in all four performance categories of the PFP program means an additional $5.00 per call to your company.  This can be a substantial amount of money each month and for the year.