Shaw Industries Group designed its Roadnet Mobile App Training Initiative to ensure Shaw truck drivers and regional distribution associates effectively utilize the floor covering provider and carpet manufacturer’s Roadnet Mobile app.
The training aimed to increase technology proficiency, improve accuracy in delivery reporting, and enhance customer satisfaction by reducing the time spent resolving delivery discrepancies. In particular, the goal was to increase the number of accurate Over/Short Damage (OSD) scans by 100 per month within the first year of implementing the Roadnet Mobile App training, thereby enhancing operational efficiency by reducing the average time spent locating shipments.
Program Details
The program consisted of three interactive eLearning modules with simulations, guiding participants through key app functionalities, such as navigating the interface, logging OSD codes, and troubleshooting common issues.
The training provided a flexible learning experience accessible via various devices, allowing participants to complete training during downtime wherever they were. Additionally, the training was integrated into Workday Learning, enabling easy deployment, tracking, and reinforcement.
Shaw incorporated a multi-faceted reinforcement strategy, including regular follow-up sessions with managers to discuss practical challenges and provide feedback. The program also featured periodic “test your knowledge” quizzes to reinforce key concepts and skills. The content is continually updated in response to app updates and user feedback.
Results
Although still in the early stages, the Roadnet Mobile app training resulted in significant behavior changes among participants. The proper usage of OSD codes increased by 206 usages from June to July last year, and the 14.6 percent increase above the company’s average continued again through August. The consistent increase of 200 OSD scans per month resulted in a reduction of 33.5 hours per month spent on researching delivery discrepancies, equating to an annual savings of 400 hours.
By increasing the visibility and accuracy of delivery status updates, Shaw has positioned itself to tackle the root causes of redeliveries, with a potential to reduce the current annual cost of reprocessing these deliveries by 10 percent.
