July '18

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156 • RV PRO • July 2018 rv-pro.com B U S I N E S S Best Practices – from Improved Processes By documenting processes that are repeated daily, weekly and monthly within departments, managers are able to implement best practices and provide enhanced customer service. I f you reside in Canada or the United States, July is a month for national celebration, as Canada Day is observed on July 1 and Inde- pendence Day is celebrated on July 4. And, if you work in the RV industry, hopefully it is also an opportunity to celebrate a successful first half of 2018. My column for this month contains some suggestions for achieving and maintaining success within your RV business through the implementation of best practices. Or, perhaps we should rename them as best processes. I suggest this renaming because I believe that continuous process improvement is key to con- tinuous business success and enhanced customer service. Yes, I have intentionally used contin- uous twice in the preceding sentence because it is through continuous review of your processes that you could achieve business success. The concept of continuous process improve- ment was a key element in the work and teachings of noted management consultant Dr. W. Edwards Deming. He taught that by adopting appropriate principles of management, organizations can increase quality and simultaneously reduce costs (by reducing waste, rework, staff attrition and litigation while increasing customer loyalty). The key is to practice continual process improvement. Although many of the examples included in this column are of processes specific to the parts By documenting repeated work processes, it's possible to implement best practices in the parts department. By Mel Selway Mel Selway is the president of P.A.R.T.S. Inc., a Sahuarita, Ariz.-based firm providing business management analysis and training to retailers. He can be reached via email at melselway@ aol.com.

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