Experiences at Sears Product Repair Services

Sears Product Repair Services' two greatest strength are its training programs and its ISO process. Every employee at every level is assigned a curriculum of DVD's, seminars, and pamphlets that need to be digested. The components come from a common library of hundreds of DVD's and such, but the assigned list is tailored to the position. For technicians in particular, getting assigned a van waits until the new hire has passed numerous training requirements. Some management seminars are given infrequently, and managers will get started before all courses are given. However, HR does track one's progress and makes sure the classes are taken in a timely manner.

Most consumer organizations don't bother to certify as ISO compliant. Since Sears deploys the largest appliance repair team in the country, a lot of work is contracted warrantee work from ISO compliant manufacturers who want to use an ISO compliant repair contractor. I've seen a few ISO plants that barely pay lip service to ISO, much less incorporate it into their daily processes. By contrast, Sears is serious about the process, with internal audits, training, communications, and CIP projects all managed by a local management representative and reviewed at the regional level....