Who am I?
Accountable for sales in specialty areas like cabinets and appliances
Who is the SASM?
Department that piloted in July of 2016 to provide a liaison between the PROvider & customer
What is the CPO/IST?
Before 2pm same day / After 2pm next day
What is the sundown rule?
SMART/Quality
What is 85% (to 91.9%)?
Resolves customer concerns on behalf of Lowe's executive team
Who is ECR (Executive Customer Relations)?
Team that handles PROvider relationship including escalations, payments, and claims
Who is the FPM?
The number you are to multiply by to get cost VS retail
What is 30?
Initial, important, detailed step as the SPC to contribute to Post LTR
What is a Call 1?
ACW
What is 3.1% (to 8%)?
Department that helps schedule repairs
Who is LSA (Lowe's Service Advantage)?
Responsible for all aspects of daily business within their assigned labor categories
Who is a NIM?
To what extent do you agree or disagree with the following statement: it was easy for me to get my issue resolved
What is LOE?
The % used for cost VS retail
What is 35%?
1%
What is the acceptable/goal for non-productive AUX in a 40 hour work week?
Onboards PROviders and ensures labor capacity
Who is the DPSSM (District Pro & Services Support Manager)?
Onboards PROviders and ensures labor capacity
Who is the DPSSM?
Cost VS retail is the same in this state
What is Florida?
Follow up time for a customer requested compensation
What is 3 business days?
PMP KPIs
What are quality, activities/hour, ACW, & VOC survey offer rate %?
PROvider advises they were not paid the correct basic labor amount & cannot view it within their Lowes link
Who is the FPM (Field Provider Manager)?
Responsible for financial outcome and operation for Lowe's region
Who is the RVP?
The % that an install needs to be completed to be paid out
What is 90%?
DPSM assistance when there is an unresolved disagreement between customer and PROvider, or to inspect quality of work.
What is a COV (Customer Opportunity Visit)?
70%
What is OB % Rate OR VOC Offer %?
Carries imported products upstream, allowing Lowe’s to secure products from vendors earlier and deliver them to distribution centers and stores when needed
What is the IDC (Import Distribution Center)?