A Service Manager tool used to track the development, improvement, and consistency of Action Plan Delivery. When the Action Plan is a new tool for a Service Advisor it is critical that they become familiar with it and its delivery. This tool allows a manager and Service Advisor to role play the delivery of an Action Plan. The manager then lists a score and a style of delivery (w=waiter delivery, e=email/phone delivery) as a grade for the Service Advisor.
Best practice: Perform this exercise every day so as to reinforce, improve, and set new delivery behaviors. This is especially impactful when the WCI/EDGE process is new.
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