If you’ve ever cooked a meal or made a cake, then you know that there are multiple components necessary to achieve success. It is not enough to have a recipe and the ingredients. Likewise, it is not enough just having an oven, stove, and utensils. You also need the proper training and skills to leverage all the resources to make something extraordinary. Running a heavy equipment operation is no different. In this post we discuss the importance of having the proper mix of people, process, and technology to achieve success in the heavy equipment industry.
People Alone Won’t Cut It
Let’s face it, people alone are insufficient to achieve something great. I will even go so far as to suggest that even the very best people are insufficient to achieve something great. Of course, central to any organization’s success and critical to its long-term vitality is having the right people. Whether your heavy equipment company needs service managers, parts professionals, sales representatives, or operations leaders, this cannot be overstated. But people alone are not enough.
Part one to any organization’s success is its vision, mission, and values. These become the foundation for who to hire. It is also crucial to understand which skills are necessary and how to apply those skills effectively to perform the task at hand. When properly aligned, even average performers can achieve great things in your heavy equipment operation. Conversely, great talent that is poorly aligned, will result in inconsistent or mediocre results. Even the most skilled diesel technician or experienced sales professional won’t succeed without proper alignment, processes, and tools.
Process Alone Won’t Cut It
Process is key to consistency in heavy equipment. It is the recipe of activities that ultimately yields the product or service you seek to provide. Ignore the recipe and there are sure to be consequences and inconsistencies.
A great example of a company that has prospered because of its processes is McDonalds. From the very beginning they were determined to ensure that the customer experienced the same level of food quality and experience regardless of the location. While much of their emphasis was on the raw materials like produce, proteins, and portions, they could not achieve the desired consistency without a properly trained and talented team. No doubt, the burger isn’t going to make itself, and the attitude and smiles of the employees are equally important to customer experience as the quality of the burger itself.
Your dealership, rental company, or OEM needs clear processes for operations, customer service, maintenance, sales, and quality control. However, even the best documented processes are worthless without trained employees who understand and execute them properly.
Technology Alone Won’t Cut It
These days you can’t just put a bunch of people in a service bay or sales department and tell them what to do without giving them the tools and technologies needed for them to do a good job. Today heavy equipment companies deploy a variety of tools that make it possible to conduct their work. Management software, inventory systems, scheduling tools, customer relationship platforms, and diagnostic equipment are essential.
Without the right tools configured properly and flexible enough to scale, even the best talent and processes will suffer. No doubt that technology, tools, and systems are a key factor to a an organization’s success. Having said that, any technology or software is only as good as its user. We’ve all heard the phrase “junk in, junk out”. If your service department doesn’t leverage the technology fully, then the results will ultimately suffer.
Key Takeaways
The proper blend of the right people, with the right process, and the proper technology are the perfect blend of resources to ensure your team or company can delight its customers and achieve great results consistently. It sounds simple, but it is not easy. Heavy equipment companies and teams frequently face challenges, making success a moving target. Therefore planning, measuring, and improving are vital to keeping up with shifting environments.
At Jordan Sitter, we deploy a blend of experienced, highly trained recruiters with proven processes for sourcing and screening talent. We deploy a world-class, high functioning technical stack that yields consistent 5-star ratings. Contact us if you want to learn more about our blend of people, process, and technology for recruiting top talent in the heavy equipment industry!
