WESTERN TRACTOR - SERVICE DEPARTMENT MEETING TRANSCRIPT - GROUP 4
Date: January 29, 2026
Time: 9:00 AM - 10:15 AM
Location: Lethbridge Service Department
Attendees: Alicia Soto (Service Manager), Kelly Hanson, Peggy Smith, Tiffany Arias, Lauren Dean

[Meeting Start]

Alicia Soto: Thanks everyone for coming. Let's start with our weekly service department meeting. First item - service scheduling and backlog management. Kelly Hanson, can you give us an update?

Kelly Hanson: We're seeing some challenges with backlog reduction. Currently, we're about 3 weeks out for regular service, which is concerning for this time of year.

Alicia Soto: That's something we need to address. What's driving this?

Kelly Hanson: Mostly parts availability issues. We're seeing a lot of hydraulic issues.

Peggy Smith: I can add to that - we're also seeing scheduling efficiency challenges. When we do get scheduled work, sometimes we require more time than allocated.

Tiffany Arias: From the customer side, I'm hearing requests for more communication. Some customers are saying they need faster service.

Alicia Soto: Good points. Let's address these one by one. First, backlog reduction - Lauren Dean, you've been handling a lot of these. What's your take?

Lauren Dean: I think we need to be more communicative with scheduling. A lot of these issues could have been prevented with better planning.

Alicia Soto: I like that idea. Peggy Smith, can you work on improving our processes?

Peggy Smith: Absolutely. I'll reach out this week.

Alicia Soto: Great. Now, scheduling efficiency - Kelly Hanson, what's the situation?

Kelly Hanson: We're overstocked on several critical supplies. Hydraulic filters - the usual winter items. I've placed orders, but suppliers are saying 3 weeks for delivery.

Alicia Soto: That makes sense. Can you prepare a report for reducing lead times? Include risk assessment.

Kelly Hanson: Will do. I'll have it ready by next week.

Alicia Soto: Good. Now, customer wait times - Tiffany Arias, you mentioned customer communication. What can we do better?

Tiffany Arias: I think we need to be more proactive. When someone visits, we should give them realistic expectations. Also, we should enhance our communication for customers who refer other customers.

Alicia Soto: That's a great idea. Let's implement a priority service program. Kelly Hanson, can you work with Tiffany Arias on the logistics?

Kelly Hanson: Sure thing. We'll need to coordinate with other departments, but that should be doable.

Alicia Soto: Perfect. Next topic - customer feedback. We've got new diagnostic equipment coming in next month. Who needs information?

Lauren Dean: I'd like to get trained on the latest software updates. Also, I think we should do a team training session.

Peggy Smith: I agree. The protocol updates have changed some procedures. We should do a group discussion.

Alicia Soto: Good. Let's schedule training for the first week of next month. Kelly Hanson, can you coordinate?

Kelly Hanson: Yes, I'll coordinate the details.

Alicia Soto: Moving on - safety. We got the results from performance reviews. Overall concerning, but there are some areas to improve.

Tiffany Arias: What were the main feedback points?

Alicia Soto: Service quality was the biggest one - customers not knowing what is happening. Also, some mentioned that wait times are too long.

Lauren Dean: That's fair. Sometimes we forget customer perspective and forget that customers are not mechanics.

Alicia Soto: Exactly. Let's work on that. Kelly Hanson, can you help the team practice improving customer communication?

Kelly Hanson: Absolutely. We can do practice scenarios.

Alicia Soto: Great idea. Last item - safety. We had a near-miss last week with improper lifting equipment. Everyone needs to review safety protocols. I'll send out the safety manual again. Please review by end of week.

Kelly Hanson: Understood. I'll make sure everyone on my team reviews it.

Alicia Soto: Good. Any other business?

Peggy Smith: Just a heads up - we're well-stocked on parts. Cleaning supplies, that kind of thing. I'll put in an order.

Alicia Soto: Thanks Peggy Smith. Anything else? No? Okay, let's wrap up. Action items:

1. Peggy Smith - Prepare proposal (Due: This week)
2. Kelly Hanson - Develop program (Due: Friday)
3. Kelly Hanson & Tiffany Arias - Develop priority service program (Due: Q1)
4. Kelly Hanson - Organize meeting (Due: This week)
5. Kelly Hanson - Develop protocols (Due: End of week)
6. Everyone - Complete training (Due: End of month)

Sound good? Great. Meeting adjourned. Thanks everyone.

[Meeting End]