Introduc4on 6/29/12. Welcome to the SAFEGUARD PROPERTIES VENDOR CONFERENCE 2012

Transcription

1 Welcome to the SAFEGUARD PROPERTIES VENDOR CONFERENCE 2012 Introduc4on Focus: Four Pillars of Success Timeliness Quality Growth Management 1

2 Session 1 Introduc4on Overview of four pillars Pillar 1 - Session 2 Pillar 2 - Timeliness Pillar 3 - Quality Agenda Lunch Session 3 Pillar 4 - Growth Management Exhibitor Hall Session 4 Game Show Moderator: Kellie Chambers AVP, Property Preserva9on Daryle Deveso M&T Jodi Gaines CRFS Rance Halfmann AHMSI Benny Mendez JDK Holdings Mark Metz CNEC Companies Panelists Robert Klein Founder and Chairman of the Board Alan Jaffa CEO Michael Greenbaum, VP, REO and P&P Opera9ons Steve Meyer AVP, Hazard Claims and High Risk Tim Rath Director, Regional Coordinators Amanda Lamb Manager, P&P Opera9ons Robert Drengacz Field Quality Control Supervisor SESSION 1 PILLARS OF SUCCESS: COMMUNICATION 2

3 QC Findings Process Improvements RouCng and Feedback to Safeguard QualificaCons Capacity Commitments Starts with Training & QC of Your Crews and Staff Vendor Web View online training materials Vendor Web ques4ons Property checklists ICC checklist Vendor memos Standard work order instruc4ons by investor type Contractor manual Follows With Each New Order Request Received Evaluate Delegate Confirm 3

4 Evaluate Can my crew complete by the due date? Do I understand the work order instruc4ons? Do I understand the checklist and investor requirements? Has my crew or company been to the property in the past? Delegate Hold staff accountable for comple4ng 4mely Hold staff accountable for upda4ng 4mely Keep records on crews and staff Confirm Confirm within 24 hours of receiving order 4

5 Is Ongoing! Effec4ve communica4on is Frequent Timely Objec4ve Documented (EX. Per our conversa4on ) Is Ongoing! Daily team mee4ngs with your crews and staff Your office staff is responsible too What info to have on hand when calling Safeguard with your crews Whom to Contact and When Regional Clarifica4on on work order instruc4ons Order reassignment Scorecard review 5

6 Whom to Contact and When Management Chargebacks and invoice adjustments Policy and procedure Whom to Contact and When Customer Service Emergency approval Unsecured Running water Adverse occupants Hazardous condi4ons Contact with police or local officials Whom to Contact and When Extenua4ng circumstances, viola4ons, cita4ons, or excep4ons = CALL CUSTOMER SERVICE! Note: If the response you receive does not make sense, call a member of management. 6

7 Professionalism Professionalism in the Field Vendor Memo 1308 Carry copies of work orders and checklist Communicate effec4vely and professionally with neighbors, city officials, brokers Dress appropriately Avoid behavior that draws nega4ve aqen4on to the property Professionalism Professionalism in the Field Interac4ng with media representa4ves 7

8 6/29/12 Community Outreach Safeguard s efforts to further the message with ci4es and municipali4es Presenta4ons Innova4ve approaches Community Outreach Benefits to increased communica4on Work directly with servicers and municipali4es Address misconcep4ons Advocate for clients Keep proper4es in compliance 8

9 Scorecard Field QC presence Vendor focus groups and pilot programs Policy and procedure Safeguard s Commitment Improved work order instruc4ons Enhanced Vendor Web surveys Frequent training Escala4on process SESSION 2 PILLARS OF SUCCESS: TIMELINESS AND QUALITY Due Date = Commitment! 9

10 Timeliness Work order due dates Submit by the due date Client increased oversight and governance Communicate back within 24 hours for reassignment Timeliness Guideline Requirements FHA Fannie Secure in 5 days post- sale Secure in 7 days Secure in 15 days pre- sale Winterize in 7 days Bids Submit to investor in 7 days from discovery Timeliness Rou4ng best prac4ces Get work to the field ASAP Minimize travel 4me Know when your crew will be finished with their current job Get work back into the office throughout the day Think beyond today - plan and execute 10

11 Trends in Performance Convey Ini4al Secure January, 2011 February, 2011 March, 2011 April, 2011 May, 2011 June, 2011 July, 2011 August, 2011 September, 2011 October, 2011 November, 2011 December, 2011 January, 2012 February, 2012 March, 2012 April, 2012 May, 2012 June, 2012 Timeliness = Compliance Compliance = Less Follow- Up Less Follow- Up = Improved Scorecards Improved Scorecards = Partnership Future state: Reassign logic Scorecard 11

12 6/29/12 Scorecard Posi4ve trends Areas needing addi4onal focus Quality Posi4ve trends Areas needing addi4onal focus: Debris les Excessive bids Incorrect lock Missing gas cap 18% 9% 8% 7% 6% 5% Incorrect winteriza4on Misses safety hazards Quality Return trips to complete all work Recurrent challenges: Securing within allowable Roof within allowable Missing damage info Missing photos Incomplete debris removal 12

13 Quality New Property Checklists Use at each and every property visit Increased photo requirements Roof requirements Quality SQA process Inspectors visi4ng proper4es with defined script Team of analyst that review every photo Follow- up work orders (with incen4ves) Quality Top down audit Sta4s4cal sampling of work completed Work, photo, or report completed vs. work order requirements Formal report back to vendor on performance Raise feedback above the transac4on level (systemic) 13

14 SESSION 3 PILLARS OF SUCCESS: GROWTH MANAGEMENT Growth Management Network design: oak and acorn philosophy Fewer vendors with higher volumes Stability Workflow Workforce Revenue Growth Management Performance based culture Establishing controls to deliver consistent results 14

15 Growth Management Controls Produc4on goals for office staff Performance goals for crews Rou4ng expectancy: Know when crews will finish (communica4on) Have next job and route planned Reallocate, always hit due dates Growth Management Controls Proper plan resources based on work and standards Addi4onal capacity in place to react to lumpiness in work Growth Management Inventory management Locks, pool covers, sump pumps, dehumidifiers, roofing materials, an4freeze Quan4ty on trucks Inventory trucks before and aser job, and compare to invoice to Safeguard 15

16 Growth Management Maintenance of your equipment Expecta4on of Safeguard = Redundancy Growth Management Seasonal volume Winteriza4on Yard maintenance Expansion into neighboring zones Increase number of field crews and office staff Growth Management Small business resources and training Capital sources Budge4ng Training Employee rela4ons Opera4onal efficiency 16

17 SESSION 4 GAME SHOW Looking Ahead Mobile applica4ons Capacity surveys and more focus groups Provide vendors what they need to succeed Network exclusively filled with competent, highly engaged contractors Teamwork to elevate performance Opera4onal conversa4on based on objec4ve facts 17