From Boeing to the Service Bay: The Power of Checklists [E103]

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training I introduce a rather enjoyable topic for myself as an aviation history buff, specifically a World War II aviation history buff, we’ll be talking about lessons from the fateful story of the Model 299. It's a chapter that's cited in an amazing book that I read, which I'm highly recommending to all of our listeners. The book is "The Checklist Manifesto: How to Get Things Right" by Atul Gawande. This book is revolutionizing my approach to the automotive repair facility processes that I teach. Captures a sense of where I see things headed, as we are entering an era where technology can finally converge with the power of checklists. Gawande specifically cites two modes of failure in the topic of necessary fallibility: Ignorance and Ineptitude. Ineptitude is also our word of the day. Noun. lacking in fitness or not suitable to the time, place, or occasion Ineptitude deals with the topic of knowing but not doing. It's the very thing that makes us human. It's the very thing that dictates we must have processes to compensate for that fallibility. I hope you find this topic as intriguing as I do, and you'll stick with me to hear the directions that I think this topic should lead us in. Sincerely, Craig O’Neill Sources: Gawande, A. (2009). The Checklist Manifesto: How to Get Things Right. Metropolitan Books. Boyne, W. J. (2013, August). The Checklist. Air Force Magazine, 52–56. Pronovost, P., Needham, D., Berenholtz, S., et al. (2006). An Intervention to Decrease Catheter-Related Bloodstream Infections in the ICU. New England Journal of Medicine, 355(26), 2725-2732. Haynes, A.B., Weiser, T.G., Berry, W.R., et al. (2009). A Surgical Safety Checklist to Reduce Morbidity and Mortality in a Global Population. New England Journal of Medicine, 360(5), 491-499. Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, InBound, and Service Advisor Training Your partner in technology, Autoflow consolidates your client interactions - before, during, and after the visit to a single thread. An end-to-end CRM for auto repair shops. https://autoflow.com/ Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. https://shopdogmarketing.com/ Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. https://callinbound.com/ Want a more profitable shop? Start with your service advisor. They are the face of your business, the voice on the phone, and the key to every approved repair. Download 'Words That Work - The Service Advisor's Complete Phone Scripts Playbook at https://serviceadvisortraining.com/ Contact Information Email Craig O'Neill: [email protected] Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastma... The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwor... Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate... The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/