March Theme Week Product Information ROR Reduction March 2011

2Feb To further enhance our overall communication to the MDO and Carriers, we will be sponsoring Theme Weeks. The third week of every month will be a designated Theme Week. Our goal for Theme Week is to cover important topics to ensure the message is understood and cascaded appropriately. For the month of March: Product Information ROR Reduction

3Feb Theme Week- March – ROR Reduction Theme Week: Delivery teams need to project confidence in their delivery abilities. Our customers expect the delivery teams to be subject matter experts on all the different products being delivered. Understanding the different delivery issues encountered and best practices to solve are important skills to learn. Recommendations For A Successful Theme Week: Post slides in stand up areas upon receiving this information. We want everyone to see the topics for the month. MDO/Carriers should meet in advance to review and discuss Theme Week agenda. Pull together information needed. MDO to review prior HS Newsletter. LCMs can review the Carrier Website. To better facilitate the stand up, it is be important to have props (products) for visual aids. Friday’s topic is the weekly review. Recommendation is to add 15 minutes of extra time for the stand up meeting. Have fun!!!!! Use this time to promote improving the customer experience and MDO/Carrier partnership.

4Feb Product Information Kenmore & Kenmore Elite --- SxS, TM, BM, 3 Door, & 4 Door Refrigerators Issue: Noise Due To Water Supply Not Being Connected To The Refrigerator is causing unnecessary customer instruct service calls – SIRs. Correction: Turn off the Icemaker by pushing the switch to the (O) position until the water supply can be connected or turned on to the refrigerator. By performing this step, the noise can be eliminated and service calls reduced. For full details, see Delivery and Installation Flash DIF dated 2/10/2011

5Feb ROR Reduction As preparation for an ROR reduction Theme Week, have you reviewed some of the current tools available:  Driver ROR reporting  Special refrigeration wraps (do all teams have?)  Best practices on First Time Solutions: Go to the L:drive; HD West Region Best Practices st Time Solutions ROR Reduction-Best Practices

6Feb ROR Reduction Monday- Refrigeration Door Removal. Demonstrate door removal for teams. Taking the time for door removal on the first delivery can prevent damage which can prevent an ROR. Do all teams have special refrigeration handling blankets? Tuesday- Handling Best Practices. Review Straps vs. Dollies. Have experienced team demonstrate the use of shoulder straps vs. dollies. Are loading dollies properly padded? LCM to conduct truck inspections for delivery pads and ties. Demonstrate proper way to handle King Size bedding.

7Feb ROR Reduction Wednesday- Laundry Hook-up Issues Demonstrate Washer and Dryer hook-up. Removal of shipping pins, correct installation of hoses, communication of product use to customer. Thursday- ROR Inspection Review Review open and inspect process for exchanges. Review manifest special instructions for customer expectations at delivery. Drivers should review and question any concerns before leaving the dock in the morning. Review driver communication with customer. Friday- “Fun Friday” Review week’s topics and conduct role plays. Provide coffee and donuts for teams. Select one of the weekly topics and conduct a role plays. Award prizes to the best performer recognized and voted on by their peers.