Episode 260

In this episode of the Unscripted podcast, host Sarah Nicastro is joined by Ken Marsh, Manager of National Service at Marmon Foodservice Technologies, for a discussion around her favorite topic: data. Ken shares what KPIs are most important for service today, advice for what makes data most impactful, and thoughts about AI’s impact.

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Episode Highlights:

• [04:30] - Dara is a powerful tool for service organizations, providing essential insights that guide focus and improvement strategies. By identifying key performance areas and pinpointing opportunities, data allows you to establish a baseline, measure success, and address shortcomings effectively. Making the most out of data goes down to selecting the right metrics and integrating them with other business processes and leadership skills. A good practice is to start with a clear problem statement, use data to inform decisions, and continually refine approaches based on feedback and results to help your business stay competitive and responsive to customer needs.
• [10:12] - To effectively use data, start with a clear understanding of your problem or goal rather than getting lost in the sea of available information. Think of it as storytelling: just as a story evolves from its plot, data should serve to illustrate where you were, where you are, and where you aim to be. Much like the principle of continuous improvement seen in Lean Methodologies and Kobe Bryant's Mamba Mentality, this approach highlights getting slightly better each day.
• [15:53] - Use data thoughtfully to identify and address the root causes of service issues rather than simply penalizing underperformance. By digging deeper into why certain KPIs aren't met, businesses can collaboratively solve problems, leading to more meaningful improvements and reasons to celebrate success. Resolution is crucial in in-service incidents, as it directly affects customer satisfaction, as well as the total cost of ownership and the frequency of service calls when evaluating equipment from a service perspective. The point is to adapt KPIs to fit the specific context of a business to better articulate value to customers and stress the importance of maintaining good relationships with partners.
• [32:22] - AI's potential to enhance data use and introduce greater automation is exciting, promising more detailed insights and efficiency in processing information. However, it's essential to maintain a personal touch. This human element remains vital for customer interaction and storytelling, ensuring that AI tools complement rather than replace the complex human connections that are valued across generations. As AI evolves, it should enhance our capabilities and free up time for critical thinking and personal interactions, ensuring we leverage technology to its fullest while preserving the essential human aspects of business.